AI’s Role in Customer Service: A Promising, Yet Concerning, Development
Teleperformance, the world’s largest call center company, has invested $13 million in Sanas AI technology. The aim? To modify the accents of Indian agents in real-time. This move could impact customer service experiences for clients like Apple, Samsung, and TikTok.
This investment highlights a growing trend.
If we focus solely on the surface level, the promise of this AI is appealing. Few things are as frustrating as navigating a call center’s language barrier. Even when a representative speaks your native tongue, other issues can arise. There may be problems with the connection, whether it’s general static, or the volume being too quiet.
When you couple these frustrations with a language difference it can complicate things immensely. It can also be difficult to articulate the exact nature of your problem over a phone call. Trying to explain a printer’s noise over the phone, for example, is an exercise in futility.
Outsourcing and the Language Barrier
Companies with predominantly English-speaking customer bases often outsource their call centers, frequently to India. The decision to outsource isn’t always customer-centric. Instead of investing in a more expensive, in-house department, they’re often driven by cost-saving measures, directing their customers to speak with individuals across oceans.
It’s often the case that these call center employees have an impressive work ethic. They are driven to solve even the smallest issues. Despite this, they are tasked with problems using a not-so-proficient language. This technology could offer a genuine advantage for these individuals, making their jobs easier and improving their customer service interactions.
The Implications of AI in Customer Service
The immediate benefit is clear: a reduced language barrier. However, the broader implications of this technology are worth pondering. If AI can modify accents to such an extent, what’s the next step? Will AI-driven translation lead to seamless communication with any individual, regardless of their native language?
Then there’s the question of job security. If an AI program can make communication with non-native speakers easy, the need for human agents could diminish. It is indeed a slippery slope.
Ultimately, the potential benefits are undeniable. This technology could make talking on the phone with an Uber driver a little smoother. However, these benefits must be balanced against the possibility of widespread job displacement due to AI. It’s a complex issue with far-reaching consequences.
