ARMTech 2025 Key Takeaways: Session: Bots or Human Agents, or Both?
Session: The Agent of the Future: Bot, Human, or Both?
The panel on “The Agent of the Future: Bot, Human, or Both?” was a confirmation of what we at Intelligent Contacts already know—AI bots have the potential to revolutionize the ARM industry. We’re excited to be at the tip of the spear when it comes to implementing AI and process automation throughout the contact center operations workflow.
Detail Session Recap
What is a bot?
- Bots are automated programs, including IVRs and RPAs
- Bots are now more context-driven, allowing for dynamic conversation flows
- Bots can recognize phone numbers and pull account details to understand caller intent
Implementing Bots: Pros & Cons
- Challenges include initial resistance from vendors and the need for proper integration
- Benefits include reduced inbound traffic, increased agent efficiency, and gradual expansion of bot capabilities
What to Look for in Vendors
- Look for vendors with large language models and the ability to train models in-house
- Consider compliance and security measures, as well as industry experience and system compatibility
Automating Back Office Activities
- Automating repetitive tasks like document processing and policy/procedure queries
- Increased accuracy and efficiency compared to manual processes
The Future of the Human Agent
- Shift towards higher-skilled roles like team leads and managers
- Ongoing need for human agents to handle complex and emotional situations
- Training and adapting bots: Continuous feedback and model training based on real interactions
- Involving top agents in the training process to ensure a seamless transition
Embracing the Power of AI
- AI and bots will become the norm, helping to maximize human capital and improve efficiency
- Importance of intellectual curiosity and continuous learning within leadership teams
Key Takeaways
What really stood out was the diverse range of applications for AI. It’s not just basic chatbots anymore; we’re talking sophisticated voice bots understanding natural language, and RPA seamlessly automating back-office processes.
The ROI discussion was especially inciteful, with panelists highlighting significant reductions in FTEs, a boost in revenue, and major efficiency gains.
One company slashed their staff by 150 while boosting revenue by 10%, and another got statements out in hours instead of 60 days. Document processing time decreased from 8 minutes to 1 minute. These are not just incremental improvements, these are transformative results, and it’s exactly the kind of impact we strive to deliver for our clients.
While the focus is on automation, we understand the importance of human connection. That’s why our solutions are designed to seamlessly integrate AI bots with human agents, ensuring complex issues are handled with empathy and expertise. It’s not about replacing humans; it’s about empowering them with smart technology. This is about building a future where humans and AI work together to create better outcomes for everyone.
The conversation has made it clear that our technology roadmap puts us and our clients front and center in the AI revolution taking place in ARM!
We’re ready to help you unlock these possibilities and get you ahead of the curve. Let’s transform your operations together!
"AI bots will handle 80% of conversations. The real question is: who handles the 20% that AI can't?"
Pran Navanandan - Head of Digital Strategy, Halsted Financial Services
"The role of human agents isn’t disappearing— it’s evolving into problem solvers, not script readers."
John Kelan, VP of Operations & Strategy, Resident Interface
"Human agents of the future will be digital-first, able to seamlessly manage voice, chat, and email simultaneously."
— Sameer Maini, CEO, Collaboration Room
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