Contrary to the traditional belief that AI poses a threat to their jobs, 65% of call center agents desire real-time AI assistance during customer interactions, and a striking 95% of agents using AI report enhanced efficiency and quicker issue resolution, according to research from Cresta, an end-to-end generative AI platform for contact centers.
Why It Matters: The contact center industry, notorious for high turnover rates and job dissatisfaction, is experiencing a paradigm shift with the integration of generative AI. This technology is not only improving operational efficiency but also playing a crucial role in talent retention and skill development.
Key Findings:
- Software Quality: 79% of agents believe that access to good software is crucial for job performance.
- Performance Boost: The report highlights that agents utilizing AI are twice as likely to strongly agree that they perform better in their roles compared to those who do not use AI. This underscores AI’s role in augmenting human capabilities rather than replacing them.
- Technology Investment: A significant 89% of agents using AI believe their companies prioritize technology investments to support them, compared to only 57% of non-AI users. This indicates a growing recognition of the importance of technological support in agent performance.
Contact centers are under pressure to transition from cost centers to profit centers, necessitating a shift in agent priorities from solely customer service to include sales. Generative AI supports this transition by enabling agents to upskill and confidently engage in sales activities.
- Sales Confidence: 81% of AI-equipped agents can comfortably shift interactions from service to sales, with over 80% reporting confidence in upselling and cross-selling.
- Effective Coaching: Generative AI enhances coaching, with personalized approaches proving nearly three times more effective than standard methods.
- Demand for Insights: 75% of agents seek more visibility into the data used to judge their performance, emphasizing the need for data-driven, personalized insights.