5 important customer service skills in an AI contact center

AI is transforming customer service. Whether it’s automating processes, managing data, engaging with customers through self-service, and more. Despite these technological advancements, there’s one critical factor that AI can’t replicate: human qualities such as empathy, intuition, and the ability to forge genuine connections.  AI can’t decipher complex emotions and offer reassurance in a way that feels authentic and heartfelt.

The integration of AI’s technological capabilities with the emotional intelligence of human agents results in an unmatched customer service experience that fuses efficiency with empathy, speed with sensitivity, and automation with personalization.

However, to achieve this, human agents must have essential customer service skills to be able to reap all the benefits that an AI contact center platform has to offer.

Key customer service skills for AI contact center agents.

1. The ability to multi-task.

Agents are often required to handle multiple tasks concurrently. They might be speaking with a customer on the phone, looking up information in real time, or managing interactions across multiple channels simultaneously. This makes multi-tasking a critical skill for modern contact center agents.

For example, an agent helping a customer with a technical issue while guiding them through a purchase process on a company’s website must handle both tasks efficiently. They should ensure that neither task is neglected and the customer’s needs are effectively met.

An AI-powered solution can automate routine tasks, like providing product specifications or processing payments to enable agents to focus on more complex customer issues, leading to better customer satisfaction.