Recently, I've been seeing an increasing number of headlines proclaiming, “We’re implementing AI and moving jobs over here.” Companies are automating significant portions of their customer service, with some promising to automate up to 100%.

The savvier organizations are messaging differently: “We’re implementing AI to stay ahead of the trend, but we’re not losing jobs—we’re simply evolving them.”

So, which is it and what is actually happening to the job market as AI challenges the workforce as we know it? Are we losing jobs overall, or are they just changing? And if so, which functions are being replaced by AI and where do we still need the human touch?

On the trend of automating customer service functions:

This trend isn't new. Automation has been reshaping customer service for years. Think about the move of customer service conversations from phone calls to the web as an example. Throughout those years, people, humans, have continued to persist in the workforce. While we aren’t necessarily losing jobs, the shape of jobs is changing, with simpler tasks being delegated to self-service automation and AI. With some tasks moving to AI, the skills people need to do their jobs - and what those jobs look like will shift.

In the customer service world, AI-driven tools like Agent Assist are changing the linear nature of customer service calls. Agent-facing bots that can identify queries and retrieve information in real time – tasks that can take a highly-skilled person many minutes to do – are condensing complex and technical calls into shorter interactions with agents. The technology also allows agents to engage with the caller and match the caller’s needs without following a step-by-step process driven by system look-ups. In today’s world, agents will still need core skills but the emphasis shifts to interaction, interpretation and solution accuracy.

With these tools, the shift in agent skills will need to have a higher emphasis on empathy and the ability to talk to people and less on being able to do the research themselves. The implication for organizations is that they will have to reconsider which skills and competencies agents need when they have AI-driven tools to rely on. For many organizations, this will affect everything from how they structure job descriptions, how they recruit and screen for skills, how they train, and what success for an agent looks like.

Beyond the on-going rise of communication skills, the future workforce will need to hone skills in creativity and the ability to align the knowledge accessibility with actions and implementation plans. Creativity will be highly valued. People will be less mired in the drudgery of data gathering and normalizing tasks and will be free to focus on more meaningful work. As technology takes over routine tasks, interpretation skills will become more important than ever.

What does this mean for you now? How can organizations adapt?

First and foremost, one thing is clear: Using AI for business is and will continue to be table stakes. My advice: you need to play in the AI space.

In the customer service world, especially, the rise of AI is inevitable, and businesses that sit on the fence and wait are going to get left behind. So, while you don't have to have the perfect plan, you do need a plan. Just pick somewhere to start.

A few practical tips for implementing AI:

1. Start with a plan. In the contact center optimization world, pilot environments are a great way to implement different forms of AI like Agent Assist. For example, transcription and summarization services can significantly reduce the administrative burden on agents and are one of the easiest places to start.
2. People are important. Change management is crucial—I've heard this breakdown before and I find it to be true: it's 10% technology, 20% process, and 70% people. Companies must carefully communicate their direction, especially when significant changes are underway. Communication is key to maintaining trust and support. It's about more than just sending a few emails—it's about providing genuine support so that your team feels included and valued throughout the process. More of my thoughts on this are in an older newsletter, Hint: It's still about people.
3. Don't rush the process—phases are okay. Piloting the use of AI with gradual implementation is a great place to start. Starting with small applications like disclosure prompts or appointment scheduling can significantly improve operations and let employees see and believe in the power of the technology to help them perform their roles better.

This is a pivotal moment, akin to the advent of mobile phones or microprocessors. Embracing AI requires bold decisions and proactive change management.

At Blue Orbit Consulting LLC, we're here to guide you through this transformation. Our expertise in contact center optimization and AI integration ensures that your operations not only keep pace with technological advancements but also thrive in this new era.

If any of this resonates with you or your organization, take a moment to share this newsletter with your colleagues who may be facing similar challenges. Together, we can navigate this exciting future and create world-class customer experiences.

Blue Orbit Consulting guides you through methods that will transform your contact center’s operations into a world-class customer experience.
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I founded Blue Orbit Consulting in 2014 after running staff organizations in contact centers and building consulting practices in customer service, process improvement, complex program management, and channel operations. My approach – and my firm’s approach – is fundamentally pragmatic, and our clients often achieve benefits in excess of 10x their investment. We develop and deliver world-class customer interactions for our clients, whether it is troubleshooting and optimizing what they already have in place or creating strategic transformations to deliver outstanding customer interactions every time.