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Why Customer-Centric Services Outsourcing Won't Be Replaced by AI Completely
16 Aug

Posted on Aug 16, 2017 12:07:28 AM in offshore outsourcing, #KillTheFear, automation in outsourcing 0 Comments

The outsourcing industry is not invulnerable to automation. Some parts of the process may be automated, but the bulk of the customer-centric services will continue to be handled by human workers, not machines. It's highly implausible for robots and A.I. to completely replace humans in a variety of jobs. Here are several reasons why.

1. Customers still expect some human interaction in customer service.

Customers appreciate the quick responses they get from intelligent bots, but they expect humans to follow-up on their questions and complaints. A BBC Capital article pointed out that following up is an essential part of customer service.

Many queries can't be easily resolved with an automated message. While machine learning makes intelligent conversations with chatbots possible, it does not teach them how to process metaphor and sarcasm, or even respond to customers with a semblance of empathy.

2. Intelligent bots will always be used as a tool; they will never be considered as employees or part of the team.

Most humans prefer to use technology as a tool to make their jobs easier. It does not matter how lifelike a bot may seem or how efficient it is at work. Most people have a deep-seated fear of being overrun by machines. The automation of some agricultural and manufacturing jobs was an inevitable phase in the technological evolution of society.

3. The wellspring of creativity isn't as deep with artificially intelligent bots as with humans.

Undoubtedly, bots are way, way faster at analyzing big data and identifying patterns. With the use of deep learning algorithms, bots can effectively reconstruct works of art and even create derivative works from them. But, that's as far as artificial intelligence can go. Bots don't work from a blank slate. They need human input in order to produce what seems to be highly creative work.

4. Bots are not knowledgeable of the kind of language and behavior that are deemed acceptable among humans.

Bots that seem socially aware respond to context in the customer's queries. They may be able to analyze correctly what the person may be feeling or experiencing based on the tone of voice and the words being used. But, that's as far as they can go in a social situation.

In a social setting, however, there are times when a response is not needed or even ideal. But, bots will continue to respond despite the need for silence because that's how they were programmed to do.

Moreover, many people don't like being deceived. That's why robots that seem too lifelike for comfort or chat bots that do not let people know they are bots are perceived as dangerous. At the very least, it can cause problems with customers who think they're talking to a human representative. At its worst, a bot can be used for malicious purposes by criminals.

5. Bots or A.I. software can never replace workers who provide emotional labor.

Jobs in education, healthcare, psychotherapy, and counseling can never be replaced by machines. These jobs require human interaction with clients or patients.

Doctors may use a robotic arm to perform surgery and teachers may use remote screens to teach students thousands of miles away, but the teachers and doctors remain human. Patients and students do not respond well to robotic substitutes no matter how efficient they may be. Only humans have the ability to recognize and respond appropriately to the different emotional states of people.

Humans as Custodians of Future Tech

While some jobs may become automated, they still need the guidance of a human worker. Someone has to take care of the machines, manage the upkeep of software, fix bugs, and install upgrades.

And, humans have to teach bots how to behave properly in social settings. Aside from the legal declarations of privacy and terms of use, bots have to announce themselves as non-humans to avoid misunderstandings and probable lawsuits in the future.

In the end, bots will not truly take away the jobs from humans. The future will create new kinds of work that will need the human touch.

 

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Tags: offshore outsourcing, #KillTheFear, automation in outsourcing

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