TechXY Turbo: Balancing AI and the Human Side of Contact Centers
The New Mix of AI, People, and Customer Service - (TechXY Turbo, Episode 8)
We were excited to have our Founder and Principal, Melissa Copeland, join Frank Gullo on the TechXY Turbo podcast to cut through the hype and discuss the true transformation occurring in contact centers. The episode, Balancing AI and the Human Side of Contact Centers, provided a critical look at how leaders can achieve strategic gains without losing the essential human connection.
The AI Paradox: Efficiency vs. Engagement
As Melissa highlighted in the discussion, the efficiency gains driven by AI are undeniable. We see clients reducing average handle times significantly—in some cases, calls that once took 12 minutes are now resolved in 7 minutes or less. This capability, driven by digital assistants supporting human agents, proves the technology’s power to make operations leaner.
However, Blue Orbit Consulting is constantly focused on the unintended consequences of technology-first thinking. Melissa emphasized that automation, when implemented purely for efficiency, can lead to unexpected losses. She shared an example where automated scheduling, while efficient, resulted in a significant drop in cross-sells and up-sells that previously happened when a human was guiding the customer. The strategic value is not just in cost-cutting; it's in protecting and enhancing customer lifetime value.
Strategic Guidance: AI is a Vehicle, Not the Destination
This discussion powerfully reinforces the core philosophy we champion: a successful transformation requires more than just deploying new tech. It demands organizational and cultural alignment.
Melissa's key advice to executives and the guidance we champion daily is a powerful reminder of this truth:
"Align your goals and your team first. Think big about the outcome you need. AI is a vehicle, not the end game itself."
By treating AI as an enabler to achieve a defined business outcome, rather than the goal itself, organizations can successfully integrate these tools while preserving the critical human touch that drives loyalty and revenue.