Is robotic automation a threat to tech support call centers?

Is robotic automation a threat to tech support call centers?

OABPO Blog Team Published on May 12, 2014

OpenAccessBPO--tech-support-call-centers-
In business process outsourcing (BPO) firms like Open Access BPO, employees are the main asset while technologies only serve as supporting resources. Will robotic automation reverse this hierarchy any time soon?
“Robotic automation is set to completely disrupt the BPO and information technology outsourcing markets,” Alastair Bathgate, CEO of robotic software company Blue Prism, claimed this when news about a humanoid program that’s able to perform voice-based tasks first made its round in various news sites and call centers.

OpenAccessBPO--tech-support-call-centers----

Amelia, as how its developers at IPsoft are calling their “virtual engineer,” is set to change the way outsourcing technical support is done. Some see this as a threat to tech support call center agents because of its ability to mimic the way engineers work and answer technical questions at the same rate and manner that humans do.
By the time IPsoft commercially releases Amelia in June, companies can have an alternative option to outsourcing to other countries. BPO companies, on the other hand, can also benefit from Amelia if they “hire” the virtual engineer to singlehandedly do tasks supposedly done by a team of call center agents, enabling firms to save up to 75% on labor costs and 40% on infrastructure.
But can Amelia really replace humans in the duty of assisting other humans?
Minor tasks
Although programmed to address tech issues, Amelia can only handle repetitive tasks and answer minor questions. In other words, agents with complex roles that require problem-solving and conscious judgment are not in danger of getting replaced. When outsourcing boomed in the US, it helped sift jobs by sending lower-skill duties to Asia, leaving America with more professional-level job choices. If Amelia enters the outsourcing scene, BPO workers may experience the same climb in employment quality.
Customer preference

OpenAccessBPO--tech-support-call-centers---

Another factor that makes Amelia less of a threat is that customers prefer conversing with a live agent than transact with a robotic, programmed voice message. In fact, the results of a survey conducted by Consumer Reports Magazine revealed that getting directed to an automated responder is the number one peeve of customers.
Judging from the perceivably low reception for robotic automation in the tech support outsourcing realm, as well as its limited human-like capacity, it’s less likely for Amelia to steal jobs from human agents any time soon. At the end of the day, service quality and customer preference outweigh the probable advantages that businesses could garner from availing automated assistants like Amelia.
 
 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO7 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO