Cartoon: Hold, please…
“Hold, please…” by Iantoons
This new cartoon illustrates how AI technology is reducing the likelihood that any of us will soon talk to a live customer support agent.
The customer service industry is expecting significant growth from the use of AI to help with call routing and customisation. For example, research company Acumen predicts that the AI call centre market is expected to grow to $14 billion by 2032, with most growth in the banking, financial services and insurance industries.
However, there is general skepticism about whether AI can provide a better customer experience, as I think most of us have already reached for the “0” button once our ‘unique problem’ is not covered off by the first or second-level options.
Viputheshwar Sitaraman, a tech consultant for several Fortune 500 companies and a TEDx AI speaker, recently remarked: “Bot customer service tools have been around for a long time, and consumers universally find them frustrating timewasters.”
One of the more innovative companies in the space is Denmark-based SupWiz, which learns the domain language of a given company and then deploys an AI-informed co-pilot with the call centre agent to speed up problem diagnosis and resolution during in-person calls, rather than try to just replace the human agent altogether.
You can find more Iantoons cartoons here.
