Artificial Intelligence (AI) has become a significant topic of discussion among business leaders and in everyday life. Between June 2022 and March 2023, search volume for “AI” tripled, growing from around 7.9 million monthly searches to more than 30.4 million.
AI is becoming a defining technology of our time, reminiscent of the dot-com boom of the late 1990s. With an estimated 67,200 AI companies worldwide, this growth is significant.
I have more than 25 years of focus on delivering customer experience in the contact center. The evolution of talent, tactics, and technology has been amazing. Having lived through the evolution of multi-channel to cloud-based omnichannel and now integrating AI into these platforms brings great opportunities. I have seen firsthand the impact a well-designed AI strategy can have on the client/patient experience and the contact center agents’ experience. I have also seen where this can fall short. This post shares some of these experiences and will hopefully serve as a help for those looking to move ahead with AI.
While there is tremendous opportunity—115 million companies globally already use AI—decision-makers should avoid adopting AI without a well-thought-out strategy. AI is not a simple plug-and-play solution; it requires a thorough understanding of its potential benefits, challenges, and risks.
Why the Rapid Growth in AI?
Three key factors have made AI adoption more accessible and cost-effective:
- Data generation
- Affordable storage
- Computational power
The increase in connected devices (IoT) has fueled rapid data growth. A 2016 IBM report revealed that 90% of the world’s data had been created in just two years, at a rate of 2.5 quintillion bytes per day. In today’s data-driven world, these numbers have likely increased, providing rich fuel for AI systems to learn and operate.
Simultaneously, the cost of storing that data has decreased. Cloud databases have virtually eliminated previous storage limits, making it easier for businesses to handle vast amounts of information. Combined with increasing computational power, the environment for AI has never been more favorable.
In healthcare and municipal services, AI adoption often faces unique challenges due to stringent regulations and privacy concerns. However, these sectors also stand to gain significantly from AI’s potential to improve patient care and citizen services. For example, AI-powered chatbots can help triage patient inquiries or assist citizens in navigating complex municipal processes.
The Benefits of AI Adoption
AI offers several tangible benefits, particularly in terms of customer experience and operational efficiency.
In customer service, AI enables personalized interactions, improves customer satisfaction, and enhances loyalty. Like intelligent virtual agents, self-service capabilities streamline service while freeing up live agents to handle more complex issues. However, it’s crucial to strike the right balance between automation and customer satisfaction, as over-reliance on self-service can lead to frustration.
A great example is in the healthcare space. A recent study by HealthIT.gov revealed that despite the potential benefits of patient portals, some challenges and barriers may limit their adoption and use. Factors such as age, income, geography, access to technology and just simple interest in using a portal vs a person diminishes adoption.
Another significant advantage is operational efficiency. AI automates routine tasks, allowing employees to focus on strategic, high-value work. As AI systems improve, they can scale operations efficiently, maintaining consistency even as a company grows. This scalability is especially valuable for businesses seeking cost-effective ways to expand without sacrificing quality.
AI also provides data-driven insights. With an estimated 80% of data in unstructured formats, AI can extract valuable information, driving better decision-making across marketing, product development, risk management, and customer understanding.
Common Challenges in AI Adoption
Implementing AI is not without challenges. These can be grouped into three main areas: People, Process, and Platform.
- People: Do you have the in-house talent with the expertise to manage AI, or will you need to bring in external partners? Leadership is key, and any AI initiative requires someone with enough credibility and knowledge to secure buy-in across the organization.
- Process: AI implementation often involves significant changes to workflows. While jobs may be enriched, they may become more complex as routine tasks are automated. This transition can be difficult for employees and requires careful management.
- Platform: From a technological standpoint, many companies face challenges with legacy systems that may not be compatible with modern AI technologies. Upgrading or replacing these systems can be expensive and time-consuming. Additionally, the effectiveness of AI relies on clean, organized, and accessible data. Without quality data, the promised benefits of AI will not be realized. Security risks, bias in modeling, and even “AI hallucinations” are valid concerns, as highlighted in the CallMiner CX landscape report.
One common misconception I’ve encountered is the belief that AI can completely replace human interaction. In reality, the most successful implementations augment human capabilities rather than replace them. For instance, we found that AI-assisted call routing improved efficiency in a municipal services project, but citizens still valued human interaction for complex issues.
A Clear-Eyed Approach
AI adoption requires a long-term commitment. It is not a quick fix, but with the right preparation—especially around data structure, executive sponsorship, and change management—AI can transform your business. The potential rewards are substantial, but businesses must navigate the AI landscape carefully. With over 67,000 AI companies vying for attention, finding the right solution to meet your goals can be challenging.
However, the benefits of AI—from operational efficiencies to data-driven insights—are clear. While the road may present challenges, the journey is worth taking if approached with a clear-eyed perspective.
For organizations just starting their AI journey, particularly in the call center world, I recommend beginning with a clear problem statement. Identify a specific challenge that AI could address, such as reducing wait times or improving first-call resolution rates. Start with a pilot project, measure results rigorously, and be prepared to iterate. Remember, successful AI implementation is as much about change management as it is about technology.
As an experienced guide in the complex landscape of AI adoption, I’ve helped organizations navigate the challenges of digital transformation while maintaining a human-centric approach. If you’re considering AI adoption in your healthcare or municipal services organization, I can help you develop a tailored strategy that aligns with your unique needs and goals. Let’s work together to harness the power of AI responsibly and effectively, ensuring that technology serves your mission of improving lives and communities.
Karl Fischer, CCXP, is vice president for Customer Solutions at BSD Enterprises in Wilmington, DE. With more than two decades of experience in customer experience optimization, Karl helps healthcare providers and municipal services navigate the complexities of digital transformation while maintaining a human-centric approach.