{"id":1437,"date":"2021-04-21T13:02:20","date_gmt":"2021-04-21T13:02:20","guid":{"rendered":"https:\/\/www.replicant.ai\/ai-workforce-and-human-agents-the-benefits-of-a-hybrid-workforce\/"},"modified":"2023-01-31T18:31:17","modified_gmt":"2023-01-31T18:31:17","slug":"ai-workforce-and-human-agents-the-benefits-of-a-hybrid-workforce","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/ai-workforce-and-human-agents-the-benefits-of-a-hybrid-workforce\/","title":{"rendered":"Automation and Human Agents: The Benefits of a Hybrid Workforce"},"content":{"rendered":"

It wasn\u2019t long ago that artificial intelligence (AI) felt futuristic. But with the recent acceleration in digital innovation, today\u2019s AI technology is mature enough to offer businesses real, tangible benefits that impact the customer experience. Mindful innovation has shown that AI can be a valuable workforce addition \u2014 not a substitute, as many feared.<\/span><\/p>\n

With Contact Center Automation, there’s a place for both humans and AI in customer service. While 55% of customers<\/a> say they prefer to speak to a human, a full 54% also said they would always choose AI over a human customer service rep if it saved them 10 minutes.<\/p>\n

It\u2019s also been found that \u201chumans and AI actively enhance<\/a> each other\u2019s complementary strengths: the leadership, teamwork, creativity, and social skills of the former, and the speed, scalability, and quantitative capabilities of the latter.\u201d<\/p>\n

The contact center has become a proving ground for how AI workforces and humans can collaborate to deliver great customer experiences \u2014 each drawing on their unique strengths to create happy customers, improve retention, and increase revenue.<\/p>\n

AI technology is now baked into cloud contact centers through Contact Center Automation. With Replicant, AI and humans team up, with the former offering lifelike conversations powered by conversational AI<\/a> \u2013 with the full capacity to serve as a secondary workforce.<\/p>\n

Working in tandem, humans and AI can resolve more issues faster and ensure customers receive the level of attention and expertise needed for the best possible outcome. Let\u2019s break down how a hybrid human-AI workforce benefits companies, agents, and customers.<\/p>\n

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Automated resolution of tier 1 issues<\/h2>\n

Replicant’s Thinking Machine is available 24\/7 and doesn\u2019t get tired of repetitive, mundane tasks, which makes it perfect to take on tier 1 issues. AI is great for automating high-volume transactions and providing information, like sending copies of insurance policies or looking up an order status.<\/p>\n

Instead of waiting for an available human agent to help with these simple and straightforward requests, customers receive immediate service and efficient resolution.<\/p>\n

Agents are more engaged<\/h2>\n

When AI lifts the burden of tier 1 issues from human agents, it frees them up to focus on complex or urgent issues. When agents find their work interesting, important, and fulfilling, they\u2019re more likely to stay with their company. This dynamic helps contact centers overcome the stifling effects of a shorthanded labor market.<\/p>\n

Everyone wins when agents are engaged. Not only do agents and employers, but customers do too. McKinsey & Company<\/a> found engaged and satisfied call-center employees are:<\/p>\n