AI in the Contact Center: What Can We Learn From AlphaGo?

   By: Tim Prugar

           The nearly infinite moves a player can make in a game of Go makes it the perfect playground for AI. When DeepMind’s AlphaGo took on Go Champion Lee Sedol, the world wondered whether the AI Lab had been able to create a better Go Player. The reality was much more shocking.

            Early in the series, it became clear that AlphaGo wasn’t AI that played Go better…it was AI that played Go differently. By making moves that defied traditional human convention (an excellent rundown can be found at Quartz) AlphaGo demonstrated how to play the thousand-year-old game differently. Even more surprisingly, its human opponent was able to adapt and elevate his own creativity in ways that even confused the AI player.

            AI is a hot topic in the world of Customer Service and a constant on “CX Trends for 2017” listicles. Thought leaders debate whether Chatbots raise the specter of jobs lost to automation, while others laud the potential of AI to answer time-consuming, “quick fix” questions. Customer Service Guru Shep Hyken argues that AI has the potential to serve as a real-time Intelligent Assistant for customer service representatives, leading to more positive impacts on the customer.

            However, most of these conversations address what AI can do, not what we can learn. In five brief games, AlphaGo showed the world that even in 2017 there can be new moves and approaches.

What might Contact Centers be able to learn if they viewed AI as a resource rather than a tool?

How might AI allow businesses to find and develop entirely new ways of approaching Customer Service?

            The next leap in customer service won't be achieved by businesses that shop for AI to solve an existing problem. That leap will be made by companies who lean into adopting AI to find new and unique solutions that people never knew existed.

 

Tim Prugar is the Director of Customer Success at Next Caller. He can be reached at tim@nextcaller.com.