The effects of global warming on agriculture, glaciers, and viniculture in British Columbia

The effects of global warming on agriculture, glaciers, and viniculture in British Columbia

Professionals in the field claim chatbots can only do the simplest of tasks.

When a family member’s journey from Alberta to Newfoundland ran into trouble, Trent Ryland spent hours on the phone with WestJet attempting to resolve the situation.

Although he was able to have his issue resolved in the end, he found dealing with the airline’s customer service to be a difficult process that needed to be more specific to that airline. He also claims that he has needed help getting in touch with telecom providers.

“They try to put you off on a bot first, then you’re pressing different numbers to try to get through to an actual person to talk to,” he said.

Chatbots and online support forums are two examples of the increasingly widespread automated customer care tools that are said by experts to streamline the process of receiving assistance. However, despite their enhancements, these new technologies still need to be capable of completely eliminating phone delays.

While data at the national level is lacking, many Canadians continue to find sitting on hold frustrating, whether they’re trying to contact 911 or their insurance company.

Magda Grzeszczuk, a resident of Edmonton, lamented her May experience trying to contact WestJet and being placed on hold for 14 hours.

Insourcing and automation
The market research organization IBISWorld has published a
study stating that the Canadian telemarketing and contact centre business has used IVR to reduce labour costs. Interactive voice response (IVR) is a computerized system that may be operated by either voice or keyboard commands.

Meanwhile, multinational corporations have scaled down their home operations in favour of outsourcing to nations with cheaper labour costs.

CTO and company founder Jeff Gallino remarked, “It’s all about cost savings.” CallMiner specializes in call analytics.

According to him, several businesses purposely tell clients to anticipate long wait times so they may express their gratitude when workers answer the phones quickly and steer them toward their websites.

Almost all “hold” music these days, he claimed, is essentially a plea to switch to the digital channel.

According to IBISWorld, call centres may be compelled to transition into an internet-based model as technology advances, “paving the way for customer contact industries writ large while being a harbinger of this industry’s further decline.”

According to Gallino, IVR became commonplace in the business world around five or six years ago, but artificial intelligence, which can develop fresh replies to clients depending on their cues, just emerged in the last year.

The bulk of enquiries from customers still come from phone conversations, he added, but the digital sector “is growing much, much faster.”

The need for human interaction is great.
Business professor at Edmonton’s Northern Alberta Institute of Technology Milena Santoro cautions that automated technologies are most useful for solving basic issues or answering commonly requested inquiries.

People need to have a conversation with someone. They need a reply. She said, “They want to be listened to.

Customers who phone a business or nonprofit may speak with an in-house representative or a contact centre outsourced to a third party. IBISWorld identifies the American firm Concentrix as a market leader with a 25% share and 13 offices throughout Canada. TTEC Holdings, another American firm, operates four call centres in Canada for both local and foreign customers.

Worker job-hopping
Assistant professor at McMaster University’s Degroote School of Business in Hamilton, Sean O’Brady, has conducted research on the telecoms call centre sector by conducting interviews and surveys with its primarily unionized employees and managers.

He claims that the growing prevalence of automated technologies is making life difficult for customer service representatives since they must now deal with more unhappy consumers whose issues need to be solved by self-service options.

If agents overseas make errors and Canadian employees have to repair them, he believes, further outsourcing would only make things worse. He said that many businesses have scripts that agents must follow, which helps maintain consistency for customers but may only sometimes lead to the most efficient resolution.

He stated, “Customers might think, well, my agent’s stupid — they keep proposing all these solutions that I know right away won’t be the solutions because they don’t make a lot of sense,” but agents have to follow the standards.

Even though he and his coworkers don’t have official company data on layoffs, he claims that employees are worried about their careers as corporations cut down on contact centres.

Linda Osip, the chief executive officer of the Canadian Call Management Association, says some members were first apprehensive that AI might replace their jobs, but now they view it more favourably.

She represents small and medium-sized firms that are contracted to answer emergency service lines, medical office lines, and trades business lines, and she claims that her clients seldom have lengthy hold times.

She claims that acquisitions, rather than a decline in the need for agents, are to blame for Canada’s dwindling number of contact centres.

Osip claims that she cannot speak for corporations or other entities that employ their own customer support staff.

Increase in phone waiting times for the CRA
The Canada Revenue Agency reports that after an initial spike in the first year of the epidemic, phone volumes levelled out.

The average duration of a call has climbed from eight minutes before the pandemic to more than sixteen minutes during the most recent fiscal year. Nina Ioussoupova, a spokesman for the CRA, said that this is due to a number of reasons, including the difficulty of the issues being reported by callers and the need for increased verification procedures.

She said that the government has been extending its online services, such as a chatbot pilot, and has hired additional temporary workers to help with the influx of new users.

A Toronto family had to wait several minutes on hold with 911 as their youngster suffocated.
Many people are upset about the decision to move the public sector health care plan to Canada. Rogers will relocate around 300 employees from Shaw’s international contact centre in Eastern Canada to Western Canada.
According to Gallino, who serves mostly North American businesses, chatbots and other digital tools solve just a tiny fraction of client issues at the moment, but this is expected to change.

He anticipates that in the interim, clients will be on hold for longer than ideal.

He encourages people to express their exhaustion.

He said that survey invitations are always being sent out but that no one ever responds.

He claims that businesses place a premium on the survey replies they do get due to the low response rates.

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