If you call any office phone system today, there’s a good chance you’ll be greeted by an artificial intelligence agent. But while this introduction is commonplace, A.I. isn’t going to take over all call center operations. In reality, human-to-human contact is still an essential part of customer service and is likely to remain important for the foreseeable future. If you manage a customer support call center, here are a few specific reasons why you and your team don’t need to worry about a complete A.I. takeover.

3 Reasons Why A.I. Won’t Replace Humans in Call Centers

1. Lower Ability to Address Complicated Problems

Today’s A.I. can respond to basic commands and requests by verbal cue. For instance, a customer can successfully use an automated representative to check their account balance, track a shipment, or make a payment.

However, these interactions can’t get much more complicated than that. Humans are necessary to understand the unique and specific problems that callers experience. These exchanges might involve questions about defective products or complaints about a service. Others might come from customers who aren’t exactly sure what they need, and thus, do not have the right vocabulary to direct artificial intelligence.

As such, integrating A.I. into your office phone system for customer support can be useful to address simple issues, leaving your human operators available to handle more difficult calls.

2. Higher Costs to Implement

Artificial intelligence is not yet a one-size-fits-all solution that can be immediately plugged into your office phone system.

In most cases, extensive machine learning is required. This is an evolving process where the A.I. continuously gathers data and develops solutions to fix it. These processes can take a lot of time and research, which are two resources that are incredibly costly to businesses.

While many companies can afford to integrate some form of automated response into their call centers, sticking with human agents can actually help businesses save money.

3. Decreased Customer Preference

Customers prefer speaking with humans for many reasons. It’s easier for people to trust humans over robots. Secondly, callers frequently become frustrated with A.I. interactions. For example, some may find that A.I.-based calls take too long, have trouble understanding requests, or are unable to solve a problem. Until the fabric of communication preferences change, businesses should expect to have some degree of human-to-human interaction in their call centers.

Although A.I. may not be overturning customer support operations, advanced technology still plays a vital role in call centers and office phone systems. That’s why Arena One is committed to providing U.S. businesses with impressive communication solutions. Based in New York, NY, this telecommunications provider offers a wide range of affordable and reliable resources. These include hosted PBX, VoIP, Metro Ethernet, and cloud communications. To learn more about how this industry leader can transform your company’s connections, visit their website, or call an associate at (212) 231-9600.