""The problem actually is the systems themselves, not the humans. It's what the humans have to deal with," Triant said. "So we believe AI has a huge, huge implication and impact on the customer experience base. We just believe it's going to happen a different way than all the messages happening today. So instead of the ROI being 'I'm going to remove humans.' Your ROI becomes 'I'm not spending money on a legacy application that doesn't need to be there anymore.' ""
""The notion that emerging AI capability will replace call center employees has been touted by Tata Consultancy Services and by startups such as LimeChat, but they don't account for the massive amount of automation that has already happened over the last 30 years as corporations have given customers self-service abilities around bank balances, wire transfers, billing, reservations, and password resets, Triant said.""
AI integration in contact centers will focus on reshaping the software stack to enable agents to solve customer problems without switching between multiple systems or escalating issues. UJET provides a cloud platform that uses automation and AI to improve agent effectiveness and deliver call center data tracking and analytics. Many routine customer tasks have already been automated over the past 30 years, such as account balances, transfers, billing, reservations, and password resets. Attempts to fully replace humans have shown limited ROI because automated solutions handle simple tasks but do not substitute for human agents. ROI often comes from retiring legacy applications rather than reducing headcount. Gartner projects that by 2030 the cost per resolution for generative AI in customer service will exceed $3.
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