Questão de Língua Inglesa

01 There’s no doubt that Artificial Intelligence (AI) is the future of customer service. AI has 02 shown up everywhere in recent months, even taking fast food orders in drive-thrus. And with it 03 come many ethical gray areas and calls to slow down the speed of its development. One of the 04 biggest opportunities and fastest adoption rates is in customer service. But AI's growth in 05 customer service brings a big question: Will AI replace human customer service jobs? 06 Although Goldman Sachs says AI could replace the equivalent of 300 million full-time jobs, 07 most experts agree that customer service jobs will be augmented and automated but not 08 replaced. By automating mundane tasks, AI could provide a better experience for customers with 09 more self-service options and help fix some of the industry's biggest problems, especially 10 employee burnout and inefficiency. Working in customer service is notoriously stressful — it was 11 named one of the world's top 10 most stressful jobs — and companies see turnover rates of up 12 to 45% of agents every year. That has led to a massive talent shortage and is costly for companies 13 to continually recruit and train new employees — all of which affects the customer and employee 14 experience. 15 AI won’t replace human customer service jobs in the short term simply because there are so 16 many open jobs. With limited budgets and talent shortages, contact centers are looking to do 17 more with less and make the most of their limited workforce. AI is the best tool for both of those 18 issues. AI will automate repetitive tasks: Most customer service requests are fairly mundane or 19 repetitive, such as tracking an order, checking a balance, or resetting a password. Modern 20 customers increasingly want fast, convenient service. Leveraging AI to provide frictionless self- 21 service through bots and other channels is a win for customers and agents: it provides faster, 22 more efficient service while also removing much of the repetitiveness for agents. 23 Leading HBR researchers put it this way: “Despite the media narrative to the contrary, 24 generative AI will not wipe out entire categories of jobs, such as those in customer service. 25 Automation is ideally about unlocking human potential to do tasks differently and do different, 26 higher-value tasks.” In other words, AI allows humans to focus on the human side of customer 27 service. With many repetitive tasks removed, customer service agents can focus on more creative 28 and fulfilling jobs, such as providing personalized service, working through complicated issues, 29 and building relationships. 30 That same research from HBR found that companies that strategically apply AI to customer 31 service create a new set of human tasks, many of which are of higher value than traditional 32 customer service responsibilities, including the following: Pursuing continual improvement; 33 Making sure the system aligns with the customer; Testing and evaluating avatars for customer 34 interactions; Monitoring data privacy and minimizing data bias; Assuring ethical machine 35 behavior. When companies redesign customer service jobs with these new tasks in mind, they 36 can create a more engaging work environment and attract and retain great talent more easily. 37 As much as customers want speed and efficiency, they also want someone who understands 38 them, and that can’t always come from AI. Customer service agents provide a critical human 39 element: empathy. By providing the best of both worlds: speed and human empathy, AI can 40 create more satisfied customers and more engaged employees. Developing consistent, 41 convenient, and personalized experiences at scale has never been more important. 47% of Gen 42 Z will walk away from a brand after a single bad customer service experience, so every interaction 43 matters. AI helps brands provide reliable experiences for every type of interaction. That isn’t to 44 say AI has reached its full potential yet. There are still countless issues and regulations to address 45 with its use, plus building systems that seamlessly move customers from AI to humans. Still, the 46 foundation has been set to revolutionize customer service and create an excellent experience for 47 customers and agents. (Available at: https://www.forbes.com/sites/blakemorgan/2023/08/16/what-impact-will-ai-have-on-customer- service/ - text especially adapted for this test). *Bot: a computer program that works automatically, especially one that searches for and finds information on the internet. (www.dictionary.cambridge.org 09/09/23). Execução: Fundatec PROFESSOR A2 – LÍNGUA INGLESA 794_CE_11_NS_DT 6/10/202315:15:15