Contact center agents are embracing AI as a game-changer, with 65% eager for real-time AI assistance and 95% experiencing quicker resolutions. This shift challenges the notion that AI threatens jobs, revealing it as an essential ally in enhancing performance.
In its recent report, Cresta has highlighted that contrary to fears, many agents now view AI as a crucial tool for improving job satisfaction and efficiency. Twice as many AI users report enhanced performance compared to those who don’t use it.
"Our research reveals that generative AI has become a game-changer for contact center agents – instead of worrying it will take their jobs, many see AI as an indispensable co-pilot making them better at their jobs. The contact center industry has always been fraught with turnover, often due to insufficient training and minimal technology investment. It's clear that when organizations empower their contact center agents with generative AI, those agents are happier, more knowledgeable, and have more positive interactions with customers," said Ping Wu, CEO of Cresta.
Other reports also show the remarkable shift in the customer service landscape, as 72% of service agents now strongly prefer Intelligent Virtual Assistants (IVAs).
From skeptics to enthusiasts
While AI anxiety persists, many agents recognize AI’s benefits in boosting job performance and skill development. The report highlights that agents using AI perform significantly better compared to those who don’t. As many as 79% of agents stress that quality software is crucial for job success.
Moreover, 89% of AI users feel their companies prioritize tech investments, compared to 57% of non-users.
Boosting retention with AI
High turnover has long challenged contact centers, affecting customer satisfaction and brand reputation. With less than a third of agents rating their training as excellent and 35% feeling neglected in tech investments, the need for improvement is clear.
AI-driven coaching is making a difference, cutting the time for new agents to achieve competency by half, helping to address these issues effectively.
Elevating performance and skills
In the drive to turn contact centers into profit centers, agents are now focusing on sales alongside service. AI supports this transition by enhancing skills and confidence, with 81% of AI-equipped agents comfortably switching between service and sales and over 80% excelling in upselling and cross-selling.
Personalized AI coaching is nearly three times more effective than traditional methods, leading to 91% of agents reporting higher job satisfaction.
Elsewhere, Cresta has announced advancements in its human-in-the-loop AI capabilities aimed at transforming customer experience, boosting revenue, and slashing operational costs.
