Vladyslava Vozniuk - "Contact Center Agents' Perspective on AI"
Vladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable value of human empathy.
WOW-24-7
Contact Centers
:KDW¶V,QVLGH > @ ,QWURGXFWLRQWR9ODG\VODYD9R]QLXN > @ )XOO3RGFDVW(SLVRGH > @ %DODQFLQJDQG1DYLJDWLQJ$,LQWKH&XVWRPHU6XSSRUWDQG([SHULHQFH > @ 7KH9DOXHRI$JHQW¶V(PSDWK\DQG)HHGEDFNLQ7HFK6XSSRUW > @ +RZ+XPDQ&RQQHFWLRQ)RVWHUV(PSDWK\7UXVWDQG7ZR:D\)HHGEDFN > @ $,DV)LUVW5HVSRQGHU$JHQWVIRU&RPSOH[&XVWRPHU6XSSRUW > @ ,PSDFWRI$,,QWHJUDWLRQLQ$JHQW7XUQRYHU > @ 7HFKQLFDO/LPLWDWLRQVRI$,LQ&XVWRPHU6XSSRUW > @ &XVWRPHU6XSSRUWDVD.H\'LIIHUHQWLDWRUDQG&RPSHWLWLYH$GYDQWDJH > @ $,DVD7RRO1RWD5HSODFHPHQWIRU+XPDQ6XSSRUW > @ 6KRUW±%XLOGLQJ6WURQJ%323DUWQHUVKLSV7KURXJK&RPPXQLFDWLRQDQG+XPDQ&RQQHFWLRQ > @ 6KRUW%XLOGLQJ7UXVWDQG&XOWXUHZLWK%323DUWQHUVIRU6XFFHVV
)XOO(SLVRGH Ү†҃Ȉʔ҃Ʌɔʢ҃ǻdžʆdž҃ʢɔ҃ʆdžɾȮŽƫdž҃Ƣʰʢ҃ʢɔ҃džɅǻŽɅƫdž҃ʢǻdž҃ ŽǬdžɅʢʔҏ҃ŽɅƷ҃ˢɔʰ҃ƫŽɅ҃džɅʔʰʆdž҃ʢǻdžˢ҃ǻŽˑdž҃Ƣdžʢʢdžʆ҃ ɾdžʆǪɔʆȿŽɅƫdž҃ŽɅƷ҃Žʆdž҃ȿɔʆdž҃džŽǬdžʆ҃ʢɔ҃ŽƷɔɾʢ҃Ʌdž˖҃ ʢdžƫǻɅɔȮɔǬȈdžʔҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
)XOO(SLVRGH 7RSLFV&RYHUHG ˇ˛˘ʻ˨ˠ˔ˡˇˢ˨˖˛˜ˡʶ˨˦˧ˢˠ˘˥ˆ˨ˣˣˢ˥˧ ʴʼ˔˦˔ˡʸˡ˛˔ˡ˖˘ˠ˘ˡ˧ʟˁˢ˧˔˅˘ˣ˟˔˖˘ˠ˘ˡ˧ ˇ˛˘ʹ˨˧˨˥˘ˢ˙ʻˬ˕˥˜˗ʶ˨˦˧ˢˠ˘˥ˆ˨ˣˣˢ˥˧ˆˬ˦˧˘ˠ˦
%DODQFLQJDQG1DYLJDWLQJ$,LQWKH &XVWRPHU6XSSRUWDQG([SHULHQFH Ү†҃ʢǻȈɅȥ҃ʢǻdž҃ɔɅȮˢ҃ʆȈǬǻʢ҃ŽɾɾʆɔŽƫǻ҃ʢɔ҃ƫʰʔʢɔȿdžʆ҃ ʔʰɾɾɔʆʢ҃Ȉʔ҃ʢɔ҃ʢŽȥdž҃ʢǻȈʔ҃ǻˢƢʆȈƷ҃ȿɔƷdžȮ҃ɔǪ҃Ƣɔʢǻ҃†҃ŽɅƷ҃ ǻʰȿŽɅ҃ŽǬdžɅʢʔҎ҃ėǻdžɅҏ҃ˢɔʰ҃Ǭdžʢ҃ʢǻdž҃džǪ̅ƫȈdžɅƫˢ҃ŽɅƷ҃ псқф҃ŽˑŽȈȮŽƢȈȮȈʢˢҏ҃Ƣʰʢ҃ŽȮʔɔ҃džȿɾŽʢǻˢ҃ŽɅƷ҃ǻʰȿŽɅ҃ ȈɅʢʰȈʢȈɔɅҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
7KH9DOXHRI$JHQW¶V(PSDWK\DQG )HHGEDFNLQ7HFK6XSSRUW Үėǻdž҃ˑɔȈƫdž҃ɔǪ҃ƫʰʔʢɔȿdžʆʔ҃Ȉʔ҃ɔɅdž҃ɔǪ҃ʢǻdž҃ȿɔʔʢ҃ ȈȿɾɔʆʢŽɅʢ҃ʢǻȈɅǬʔ҃ȈɅ҃ɔʰʆ҃ʔʢʆŽʢdžǬˢ҃ŽɅƷ҃ɔʰʆ҃ʆɔŽƷȿŽɾ҃ ƢʰȈȮƷȈɅǬҏ҃ŽɅƷ҃ʢǻdž҃ŽǬdžɅʢʔ҃ǻdžȮɾ҃ʰʔ҃˖Ȉʢǻ҃ʢǻŽʢ҃Ž҃Ȯɔʢ҃ ƢdžƫŽʰʔdž҃ʢǻdžˢ҃ƫŽɅ҃ƫɔȮȮdžƫʢ҃ƫʰʔʢɔȿdžʆ҃ǪdždžƷƢŽƫȥ҃ŽɅƷ҃ ɾʆȈɔʆȈʢȈ˰dž҃˖ǻŽʢ҃Ȉʔ҃ȿɔʔʢ҃ȈȿɾɔʆʢŽɅʢ҃Ǫɔʆ҃ʰʔҎ҃ėǻdžˢ҃ Ǫɔʆ˖ŽʆƷ҃Ȉʢ҃ʢɔ҃ɔʰʆ҃ʢdžŽȿʔҏ҃ȿɔʆdž҃ʔɾdžƫȈ̅ƫŽȮȮˢ҃ʢɔ҃ʢǻdž҃ ɾʆɔƷʰƫʢ҃ʢdžŽȿҏ҃ŽɅƷ҃ʢǻŽʢұʔ҃ǻɔ˖҃˖dž҃ƢʰȈȮƷ҃ɔʰʆ҃ ʆɔŽƷȿŽɾҡƢdžƫŽʰʔdž҃Ʌɔ҃ɔɅdž҃˖ŽɅʢʔ҃ʢɔ҃ƢʰȈȮƷ҃Ž҃ ʆɔŽƷȿŽɾ҃ŽɅƷ҃ƢʰȈȮƷ҃ʔɔȿdž҃ǪdžŽʢʰʆdžʔ҃Ǫɔʆ҃Ž҃ʄʰŽʆʢdžʆ҃ɔʆ҃ ʢ˖ɔ҃ɔɅȮˢ҃ʢɔ҃ʆdžŽȮȈ˰dž҃ƫʰʔʢɔȿdžʆʔ҃Žʆdž҃Ʌɔʢ҃ŽƫʢʰŽȮȮˢ҃ ȈɅʢdžʆdžʔʢdžƷҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
+RZ+XPDQ&RQQHFWLRQ)RVWHUV (PSDWK\7UXVWDQG7ZR:D\)HHGEDFN ҮŋǻŽʢ҃Ȉʔ҃ȿȈʔʔȈɅǬ҃Ǫʆɔȿ҃†҃Ȉʔ҃ʢǻȈʔ҃ʢ˖ɔҟ˖Žˢ҃ǪdždžƷƢŽƫȥҎ҃ †ʢ҃Ȉʔ҃ʆdžŽȮȮˢ҃ʰʔdžǪʰȮ҃ʢǻŽʢ҃ʢǻdž҃ŽǬdžɅʢʔ҃ƫŽɅ҃ŽȮ˖Žˢʔ҃ǬȈˑdž҃ ǪdždžƷƢŽƫȥҎ҃ėǻdžˢ҃˖ȈȮȮ҃ŽȮ˖Žˢʔ҃ƫȮŽʆȈǪˢҏ҃ŽɅƷ҃ʔɔȿdžʢȈȿdžʔ҃Ȉʢ҃ džˑdžɅ҃ǻdžȮɾʔ҃ʰʔ҃̅ɅƷ҃ʔɔȿdž҃Ȉʔʔʰdžʔ҃˖Ȉʢǻ҃ɔʰʆ҃ʢdžŽƫǻdžʆʔ҃ɔʆ҃ Ȟʰʔʢ҃ʔɔȿdž҃Ȉʔʔʰdžʔ҃ȈɅ҃ʢǻdž҃˖ɔʆȥ̆ɔ˖ʔ҃†҃ƫʆdžŽʢdžƷҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
$,DV)LUVW5HVSRQGHU$JHQWVIRU &RPSOH[&XVWRPHU6XSSRUW Ү†҃ʔǻɔʰȮƷ҃Ƣdž҃Ž҃̅ʆʔʢҟȮdžˑdžȮ҃ʆdžʔɾɔɅƷdžʆҏ҃̅ʆʔʢҟȮdžˑdžȮ҃ ʔʰɾɾɔʆʢ҃ʢǻŽʢ҃ǻdžȮɾʔ҃˖Ȉʢǻ҃ƢŽʔȈƫ҃Ȉʔʔʰdžʔ҃ŽɅƷ҃ŽɅʔ˖džʆʔ҃ ʔɔȿdž҃ƢŽʔȈƫ҃ʄʰdžʔʢȈɔɅʔ҃ŽƢɔʰʢ҃ʢǻdž҃ɾʆɔƷʰƫʢҏ҃ŽɅƷ҃ʢǻdžɅ҃ ʢǻdž҃ŽǬdžɅʢʔҏ҃ʔdžƫɔɅƷҟȮdžˑdžȮ҃ʔʰɾɾɔʆʢҏ҃˖ȈȮȮ҃Ʒɔ҃ʢǻdž҃ ȈɅˑdžʔʢȈǬŽʢȈɔɅҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
,PSDFWRI$,,QWHJUDWLRQLQ$JHQW 7XUQRYHU Ү†҃Žƫʢʔ҃Žʔ҃Ž҃ƢʰǪǪdžʆ҃ƢdžƫŽʰʔdž҃Ȉʢ҃ƫŽɅ҃ʔɔȮˑdž҃ʢǻɔʔdž҃ƢŽʔȈƫ҃ Ȉʔʔʰdžʔ҃ŽɅƷ҃ʄʰdžʔʢȈɔɅʔҎ҃†Ʌ҃ʢǻȈʔ҃˖Žˢҏ҃ˢɔʰ҃Ǭdžʢ҃dž˟ʢʆŽ҃ʢȈȿdž҃ Ǫɔʆ҃ʢǻdž҃ŽǬdžɅʢ҃ʢɔ҃ƫŽʢƫǻ҃ʰɾ҃ɔɅ҃ŽȮȮ҃ʢǻɔʔdž҃ʢdžƫǻɅȈƫŽȮ҃ ʢǻȈɅǬʔ҃ɔɅ҃ƷȈǪǪdžʆdžɅʢ҃ǪdžŽʢʰʆdžʔҎү ҟ҃Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
7HFKQLFDO/LPLWDWLRQVRI$,LQ&XVWRPHU 6XSSRUW Ү†ʢұʔ҃ǬʆdžŽʢ҃ʢǻŽʢ҃†҃ƫŽɅ҃ʆdžʔɾɔɅƷ҃ʢɔ҃ʢdžƫǻɅȈƫŽȮ҃Ȉʔʔʰdžʔ҃ ˖ǻdžɅ҃Ʌɔʢ҃ŽȮȮ҃ŽǬdžɅʢʔ҃ǻŽˑdž҃Ž҃ʢdžƫǻɅȈƫŽȮ҃ƢŽƫȥǬʆɔʰɅƷҎ҃ %ʰʢҏ҃ʔɔȿdžʢȈȿdžʔҏ҃ʢǻdž҃†҃ƫɔȿdžʔ҃ʰɾ҃˖Ȉʢǻ҃Ȉʢʔ҃ɔ˖Ʌ҃ƫɔƷdžҏ҃ ŽɅƷ҃Ȉʢ҃ƫŽɅ҃ƫŽʰʔdž҃Ȉʔʔʰdžʔ҃Ǫɔʆ҃ƫʰʔʢɔȿdžʆʔҎ҃ŋdž҃ǪɔʆǬdžʢ҃ ʔɔȿdžʢȈȿdžʔ҃Ȉʢұʔ҃Ʌɔʢ҃ʢdžƫǻɅȈƫŽȮȮˢ҃ŽƷˑŽɅƫdžƷ҃džɅɔʰǬǻ҃ʢɔ҃ ʆdžɾȮŽƫdž҃ʢǻdž҃ŽǬdžɅʢʔҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
&XVWRPHU6XSSRUWDVD.H\'LIIHUHQWLDWRU DQG&RPSHWLWLYH$GYDQWDJH Ү-ʰʔʢɔȿdžʆ҃ʔʰɾɾɔʆʢ҃Ȉʔ҃Ʌɔʢ҃ɔɅȮˢ҃ȈȿɾɔʆʢŽɅʢ҃Ǫɔʆ҃ ʆdžʢdžɅʢȈɔɅ҃Ƣʰʢ҃ŽȮʔɔ҃Ǫɔʆ҃ƫɔɅˑdžʆʔȈɔɅ҃ƢdžƫŽʰʔdž҃˖ǻdžɅ҃ ʢʆȈŽȮ҃ƫʰʔʢɔȿdžʆʔ҃ʆdžŽƫǻ҃ɔʰʢ҃ʢɔ҃ʔʰɾɾɔʆʢҏ҃Ȉʢұʔ҃ƢŽʔȈƫŽȮȮˢ҃ ʢǻdžȈʆ҃̅ʆʔʢ҃ȈȿɾʆdžʔʔȈɔɅ҃ɔǪ҃ʢǻdž҃ƫɔȿɾŽɅˢҎ҃ɾŽʆʢ҃Ǫʆɔȿ҃ ǪdžŽʢʰʆdžʔ҃ŽɅƷ҃ɾʆȈƫȈɅǬҏ҃ˢɔʰ҃ŽȮʔɔ҃˖ŽɅʢ҃ʢɔ҃ȥɅɔ˖҃ʢǻŽʢ҃ ˢɔʰ҃˖ȈȮȮ҃Ƣdž҃ʔʰɾɾɔʆʢdžƷ҃ŽɅƷ҃ʆdžƫdžȈˑdž҃ȈȿȿdžƷȈŽʢdž҃ǻdžȮɾ҃ ȈǪ҃ŽɅˢ҃Ȉʔʔʰdžʔ҃ŽʆȈʔdžҎ҃ėǻŽʢұʔ҃˖ǻˢ҃Ȉʢұʔ҃ŽȮʔɔ҃Ž҃ǬʆdžŽʢ҃ ȈɅƷȈƫŽʢɔʆ҃ɔǪ҃Ž҃ǬɔɔƷ҃ƫɔȿɾŽɅˢҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
$,DVD7RRO1RWD5HSODFHPHQWIRU +XPDQ6XSSRUW Ү†҃Ȉʔ҃Ȟʰʔʢ҃Ž҃ʢɔɔȮҏ҃ŽɅƷ҃Ȉʢ҃ʔȈȿɾȮˢ҃ƫŽɅɅɔʢ҃ʆdžɾȮŽƫdž҃ŽȮȮ҃ʢǻdž҃ ƢdžɅdž̅ʢʔ҃ɔǪ҃ǻʰȿŽɅ҃ʔʰɾɾɔʆʢҏ҃ŽɅƷ҃ʢǻŽʢұʔ҃˖ǻŽʢ҃ ƫʰʔʢɔȿdžʆʔ҃ǪdždžȮ҃ɔɅ҃Ž҃Ʒdždžɾ҃ȮdžˑdžȮҏ҃ŽɅƷ҃ʢǻŽʢұʔ҃˖ǻŽʢ҃ ʔʢʰƷȈdžʔ҃ɾʆɔˑdžҎ҃Ċɔҏ҃ˢɔʰ҃ȿʰʔʢ҃ʢʆdžŽʢ҃†҃Žʔ҃Ž҃ʢɔɔȮҏ҃Ʌɔʢ҃ŽɅ҃ džȿɾȮɔˢdždžҎү Ҟ҂Ņ§8ŖĊ§Ņ҂ŅÌţ½†ĤŸ
ˊ˔˧˖˛ˢ˨˥ˣˢ˗˖˔˦˧ˢˡˬˢ˨˥˙˔˩ˢ˥˜˧˘ˣ˟˔˧˙ˢ˥ˠ
