The future of customer service for a major New Zealand business is here – and her name is Sophie. This marks Air New Zealand's second foray into using digital technology to improve the customer service experience, following their launch of chatbot Oscar in February.
With current rates of automation, by 2020 85 per cent of all customer service interaction will not be handled by a human agent.
As customer services worldwide become subject to a shift towards automation and AI software, New Zealand's innovative IT sector could become a breeding ground for advances in taking the experience digital. Will AI be the new face of the IT industry in New Zealand?
How will AI change New Zealand IT businesses?
AI could irreversibly change the face of New Zealand IT businesses – the signs are already there. AI has the potential to boost rates of profitability by an average of 38 per cent by 20351. Additionally, if you consider the current rates of automation in customer services, by 2020 85 per cent of all customer service interactions will not be handled by a human agent2.
These staggering statistics indicate the rate at which AI is becoming the default setting for customer services, with a raft of benefits driving more Kiwi companies towards implementing interface software:
- AI interfaces can take preemptive actions by responding to internal algorithms, giving customers service and advice faster.
- AI only have to be programmed once – human customer service operators require regularly time-consuming retraining.
- AI can run 24/7, meaning that your customers need never be without IT support and assistance.
AI's assistance in specialised IT skills
Answering whether AI will replace human customer service in New Zealand's IT industry is dependent on the the level of specialised skills industry workers can develop to support these interface systems. New Zealand is already at the forefront of many of the AI development's in the world – Soul Machines, a Kiwi company based in Auckland Central, is already developing AI software ahead of market demand, banking on huge returns3.
Developing AI interfaces, and getting the best out of the software, will rely on having talented digital tech staff onsite that can work with the program, assisting its development and making it more intuitive to queries from users of your IT business solutions.
Developing AI interfaces, and getting the best out of the software, will rely on having talented digital tech staff onsite that can work with the program.
AI will become the new face of customer services in New Zealand businesses in the near future – with the IT sector expected to be at the forefront of this innovation. If you are looking for innovative thinkers of your own, or after a role on the front line of exciting digital technology developments, contact the 920 Career Agents team today.
1– Accenture report on AI development.
2– IBM report on benefits of AI in customer services.
3– PwC report on AI in New Zealand.