Robotic Automation – A Threat To The Call Center Industry

In the customer service arena, human resources have been an asset for a long time but as we progress in the field of technology, a whole industry and its work resources are facing the threat of extinction. E-commerce and cloud computing giant Amazon is all set to launch a suite of cloud-based tools for businesses that are looking for proactive customer support. The reports about this new development are still unclear, yet robotic automation is something that is bound to happen. There are many giants, who are working on this new age technology and it may soon become a reality. If this happens, the business world will witness a paradigm shift in the way call center services are executed and delivered.

How Will It Affect The Call Center Industry?

This is a technology that is capable of revolutionizing the customer support process of businesses across various verticals. IVR or interactive voice response software is already available in the market but tech giants want to automate the whole customer support process and are willing to diminish the need for human touch. Today’s call centers immensely depend on technology but the base of these organizations is still formed by customer service representatives. Humans are still an intrinsic part of these enterprises and robotic automation certainly poses a threat to the existence of the whole call center industry. If businesses will depend on this technology instead of availing call center services then naturally, call centers will be pushed to the verge of dwindling.

Is It Efficient?

Most of the experts do not agree with the efficiency of robotic automation in the field of customer support. According to them, the human touch is an innate part of efficient customer support and this automation will not be able to meet the needs and expectations of customers. They believe that the way humans deal with customers cannot be forged with the aid of technology. Creating a counterfeit of human interactions is next to impossible because the robot will not be able to assess the situation as efficiently as a human can. Robotic automation will reply in the way it is programmed to, which will not be suitable for every situation. In fact, nothing can match the efficiency of human brain because even the most sophisticated technology is the result of cognitive functions. However, there are few people, who disagree with this and we will have to wait and watch what the future holds for call center industry.

In this article, the author has talked about how robotic automation can affect the very existence of call center industry and outsourced services like lead generation services.