Top Takeaways:-      The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.
-      People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does.
-      Customers have very little trust in AI and chatbots when it comes to a need for deeper connection and communication. That’s where a human-to-human interaction is needed.
-      Our strengths as human beings are our emotional intelligence, our creativity, and our authenticity. AI should support human agents so that they are more able to utilize those strengths.
-      Many agents, especially in call centers, deal with repetitive problems. AI can assist by providing those agents (instantly) with the best responses for each situation.
-      A huge problem in call centers is employee retention. When employees leave, they take their knowledge and expertise with them. AI can help fill in the gaps.
-      Customers are in control today more than they have been in the past. Their expectations for service from a company are much higher—meaning companies need to step up to meet and exceed those expectations.
-      Companies need to invest in omnichannel technologies—meaning customers can connect with a company using the channel of their preference and have virtually no gaps in their experience between channels and even agents.
-      Above all, AI and other technologies must empower people to use more of their human potential.
Quote:“Humans are great at understanding and using emotional intelligence. It is very difficult to build a computer that can understand that.”
About:Vit Horky is Senior Director of Digital Experience at NICE inContact. He previously co-founded and served as Co-CEO of Brand Embassy. Vit is also the author of Customer Service in the Transhuman Age.
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