Suleman Din writes that “Bots” beat humans when it comes to Honesty in spite of great training and our best intentions. Humans can be impacted by psychological and physiological factors that don’t impact Artificial Intelligence, so we are prone to “go off script.” Something an automated contact center agent would not do.
Read Suleman’s latest article for FinancialPlanning.com HERE
In highly regulated industries like Insurance and Financial Services, having agents freelance responses to customers is dangerous. With Artificial Intelligence in place, not only will the proper scripting and answers be provided without deviation, but the answers and responses are testable by courts and other regulators.
Use of Artificial Agents is expected to also lessen the requirement for Quality Analysis on an agent by agent basis. AI combined with high performing Speech Analytics applications will soon put an end to the need for large human based QA departments. The AI system will provide the same answers to customers consistently so Quality Control should be less expensive and more considered more comprehensive with much fewer risk factors for misleading or misanswering clients.