© All rights reserved. Unauthorized use or reproduction is prohibited. ACC, 2024.
Blog
August 28, 2023
BOTS and the guture of work for humans in the Contact Center.
A topic that is increasingly discussed in various forums is the future of work as we know it...
But will robots replace humans?...
A topic that is increasingly discussed in various forums is the future of work as we know it. The incorporation of robots to perform tasks that were once carried out by humans is becoming more common in all kinds of industries, and contact centers are no exception. Technologies like RPA are gaining more space every day.
But will robots replace humans? Recently, I heard Elon Musk, renowned worldwide for projects like SpaceX and owner of companies such as Tesla, Twitter (now X), among others, stating in a conference that in the future, robots will be able to do almost any human job with extremely high precision and 24/7 availability. Additionally, he mentioned that the cost of living would significantly decrease as a result, and governments should be concerned about providing people with bonuses or subsidies to enable them to consume products or services since they would be practically displaced in jobs generating income by robots. In a way, this may seem like madness, resembling a life similar to Pixar's Wall-E movie, where humans spent the minimum energy on various tasks, becoming obese and unproductive.
All of this, combined with the growing wave of artificial intelligence tools, could lead us to think that we are on the verge of human devolution. In this regard, I believe that, just as we have transitioned from voice telephony to practically carrying out many transactions autonomously through mobile applications or 100% digital channels such as chatbots, websites, etc., and this has not necessarily caused unemployment, it is very important for current and future generations to make that necessary leap towards understanding these new technologies. They have arrived to stay and, when used properly, are a great advantage for humans. People adequately prepared to handle them will have a differentiating element in the increasingly valued world of work by small, medium, and large companies.
Just as different industrial revolutions have incorporated new technologies, humans have adapted to benefit from them and make the most of them. I think that this fourth industrial revolution we are experiencing is in its early stages and will allow us as a species to take our knowledge and capabilities to another level. This opens up a broad spectrum for contact center companies that provide service to humans to use these tools to provide a first-rate customer experience at a much faster and more precise speed, saving time in personnel training and automating workflows that currently do not add value and divert attention to routine tasks that can be executed by bots, allowing humans to focus on what truly matters.
To conclude this article, I will use a phrase from a Netflix series, which I will leave for each reader to identify, but it expresses a lot about what companies in general, not to mention BPOs, must do if they do not want to fall behind... "It's time to start the game."
But will robots replace humans? Recently, I heard Elon Musk, renowned worldwide for projects like SpaceX and owner of companies such as Tesla, Twitter (now X), among others, stating in a conference that in the future, robots will be able to do almost any human job with extremely high precision and 24/7 availability. Additionally, he mentioned that the cost of living would significantly decrease as a result, and governments should be concerned about providing people with bonuses or subsidies to enable them to consume products or services since they would be practically displaced in jobs generating income by robots. In a way, this may seem like madness, resembling a life similar to Pixar's Wall-E movie, where humans spent the minimum energy on various tasks, becoming obese and unproductive.
All of this, combined with the growing wave of artificial intelligence tools, could lead us to think that we are on the verge of human devolution. In this regard, I believe that, just as we have transitioned from voice telephony to practically carrying out many transactions autonomously through mobile applications or 100% digital channels such as chatbots, websites, etc., and this has not necessarily caused unemployment, it is very important for current and future generations to make that necessary leap towards understanding these new technologies. They have arrived to stay and, when used properly, are a great advantage for humans. People adequately prepared to handle them will have a differentiating element in the increasingly valued world of work by small, medium, and large companies.
Just as different industrial revolutions have incorporated new technologies, humans have adapted to benefit from them and make the most of them. I think that this fourth industrial revolution we are experiencing is in its early stages and will allow us as a species to take our knowledge and capabilities to another level. This opens up a broad spectrum for contact center companies that provide service to humans to use these tools to provide a first-rate customer experience at a much faster and more precise speed, saving time in personnel training and automating workflows that currently do not add value and divert attention to routine tasks that can be executed by bots, allowing humans to focus on what truly matters.
To conclude this article, I will use a phrase from a Netflix series, which I will leave for each reader to identify, but it expresses a lot about what companies in general, not to mention BPOs, must do if they do not want to fall behind... "It's time to start the game."
November 19, 2023
Authentication and Fraud Detection, Voice Biometrics Solves It.
Historically, humans have sought ways to bypass controls, break laws, or regulations to gain an advantage in some way...
Historically, humans have sought ways to bypass controls, break laws, or regulations to gain an advantage in some way. In contact centers, this is no exception. Every day, hundreds of thousands of calls are received, and a percentage of them could be deceptive or fraudulent, often with an economic impact for the real customer and/or the service-providing company.
Today, there is a solution to this issue. We are talking about a technology that entered the markets in the early 2000s when it began development: voice biometrics. It is a solution that allows the identification of individuals through their vocal fingerprint. But how certain is it?
Each of us has a unique vocal apparatus, similar to our fingerprints. Voice can be used to identify us without the need for a password or validations through questions. With this type of technology, interactions with customers can become smoother, enhancing their experience by making each contact faster and more effective—simply validating that the person being interacted with is the correct one through their voice.
This technology opens up a world of possibilities. It not only allows us to authenticate a person but, through the analysis of tone, rhythm, speed, accent, and other factors, we can even prevent fraud by determining sentiment and triggering automatic alerts when the system detects something irregular in calls.
There are two key parts to the process of using this technology. The first is enrollment, a speaking time the user needs to undertake for their voice to become a vocal fingerprint. The second aspect is verification, where a small amount of time is enough for the system to identify if the speaking user is the service holder. This can be done throughout the call to ensure that the conversation always took place with the correct person, making transactions on services and providing assistance with sensitive customer information more straightforward.
Identifying when agents are interacting with an upset customer or when the same phone advisor is not having their best day through their tone of voice allows us to take immediate action to exceed customer expectations.
In conclusion, with this type of technology, we win the battle on several fronts: reducing response times, increasing satisfaction, improving security, and decreasing the risk of potential fraud. This provides peace of mind and confidence to customers who see us as companies committed to innovation.
Today, there is a solution to this issue. We are talking about a technology that entered the markets in the early 2000s when it began development: voice biometrics. It is a solution that allows the identification of individuals through their vocal fingerprint. But how certain is it?
Each of us has a unique vocal apparatus, similar to our fingerprints. Voice can be used to identify us without the need for a password or validations through questions. With this type of technology, interactions with customers can become smoother, enhancing their experience by making each contact faster and more effective—simply validating that the person being interacted with is the correct one through their voice.
This technology opens up a world of possibilities. It not only allows us to authenticate a person but, through the analysis of tone, rhythm, speed, accent, and other factors, we can even prevent fraud by determining sentiment and triggering automatic alerts when the system detects something irregular in calls.
There are two key parts to the process of using this technology. The first is enrollment, a speaking time the user needs to undertake for their voice to become a vocal fingerprint. The second aspect is verification, where a small amount of time is enough for the system to identify if the speaking user is the service holder. This can be done throughout the call to ensure that the conversation always took place with the correct person, making transactions on services and providing assistance with sensitive customer information more straightforward.
Identifying when agents are interacting with an upset customer or when the same phone advisor is not having their best day through their tone of voice allows us to take immediate action to exceed customer expectations.
In conclusion, with this type of technology, we win the battle on several fronts: reducing response times, increasing satisfaction, improving security, and decreasing the risk of potential fraud. This provides peace of mind and confidence to customers who see us as companies committed to innovation.
Events
17
MAR
MAR
Webinar
Most Trending Articles
1
BOTS and the Future of Work for Humans in the Contact Center.
2
Authentication and Fraud Detection, Voice Biometrics Solves It.