When Old Meets New: Elevating AI with High-Skill Talent

By David Adade Talent Development Customer Service, Talent Acquisition, Talent Development, Training and Development

The customer service landscape is evolving rapidly. Driven by trends such as proactive support, omni-channel customer experiences, and a bid to automate routine tasks with AI-powered systems, Software as a Service (SaaS) businesses and industries reliant on the customer journey are positioned for new service solutions; however, one factor remains irreplaceable even with these advancements: human empathy.

Consider the rise of AI-native platforms built to unify data and create workflow models that streamline interactions. Even with said improvements, 90% of respondents — according to a 2023 SurveyMonkey CX/AI report — would rather talk to a person over an AI-powered chatbot, underscoring the enduring importance of empathy in customer service¹. The report also adds that “AI has no empathy or understanding.” While the efficiencies around AI improvement grow, with examples like routine task management and quick chatbot responses according to the same study, these models lack the nuanced understanding and emotional intelligence human agents bring to the table.

In this hybrid era of customer service, where the happy medium lies in AI and human agents working in tandem, determining the best fit for these roles involves a finer lens: assessing for technical skills and emotional intelligence. Fortunately, MHS’ Customer Service Aptitude Profile™ (CS AP™) is a tool that directly identifies critical skills in customer service candidates, including developmental opportunities for current employees. Where customer service professionals are often seen as the face of an organization, and their performance is directly involved with customer satisfaction rates, loyalty and reputation, their impact goes further than the customer service positions they hold.

The CS AP can address this challenge head-on by equipping organizations with the insights and tools to recruit, develop, and retain high-performing customer service professionals. Through competencies that focus on composure, achievement motivation, and upselling, including empathy and customer satisfaction, the CS AP ensures businesses are well-prepared to meet the demands of modern customer service roles while maintaining a strong emphasis on the customer-first approach.

Look back to go forward: The competitive edge of the CS AP™

A 2023 study found that individuals with recent experiences with AI-powered customer service had a positive response towards its influence and perceived efficiency². AI has undoubtedly revolutionized customer service and satisfaction by offering tools that deliver seamless and personalized experiences. However, in the exact observance, “customers tend to have a more unfavorable attitude toward customer service provided by AI as compared to their human counterparts”². This widening concern is cited as a failure to integrate AI thoroughly — whereas it should complement human agents rather than look to replace them altogether². A single unit of negativity, whether it is a late response or a related problem, can erode trust and loyalty². The latter, loyalty, is acquired through positive experiences that lead to lifelong relationships. Carlos Cadogan, a Talent Selection and Development Consultant for MHS, also stressed that this modern shift in customer service still requires a consultative focus on prioritizing customer needs. Trust through empathy and effective communication appears as a non-negotiable, despite the trends; in the face of automation, hiring and developing employees who can successfully navigate these demands is vital, after all.

To overcome the sentiments echoed in these studies, the CS AP looks back at what has always worked: that human customer service professionals remain at the heart of these interactions, leveraging their empathy and problem-solving skills to address complex customer concerns. By identifying candidates with the right competencies and providing actionable development strategies, the CS AP helps organizations create a customer service team that not only meets but exceeds expectations. Whether it is through achieving upselling goals, maintaining composure under pressure, or fostering customer loyalty, the CS AP equips businesses with the tools they need to thrive in a competitive marketplace that increasingly demands a balance between technological innovation and human connection.

Why choose the CS AP?

The CS AP reopens the door to address the challenges of modern customer service by focusing on seven scientifically validated competencies that are critical to success:

Achievement Motivation
Composure
Cooperativeness
Customer Orientation
Upselling
Self-Confidence
Sociability

These competencies meet the demands of today’s customer service roles, futureproofing organizations with evergreen talent profiles. Here are some additional takeaways:

Two Distinct Reports:
- Interview Guide: Streamline your hiring process with structured interview questions tailored to assess customer service-specific behaviors. This guide also includes Response Style Indicators to identify potential faking or inattentiveness during assessments.
- Development Report: Empower employees with actionable strategies and goal-setting frameworks to enhance their performance and strengthen their core competencies.
Normative Data: The CS AP leverages a diverse North American norm sample, ensuring its relevance and applicability across various industries.
Digital Accessibility: Fully digital, the CS AP simplifies the hiring and development processes with user-friendly tools and resources.

When part of a comprehensive selection process, the CS AP™ can help minimize the cost of training resources and reduce high employee turnover. Read our brochure to learn more about the process of sourcing the appropriate candidate for the job.

While competency-based hiring can identify candidates with the proper skill set and provide actionable development strategies, it can concurrently help organizations create robust service teams that not only meet but exceed expectations. Whether through achieving upselling goals, maintaining composure under pressure, or fostering customer loyalty, the CS AP equips businesses with the tools they need to thrive in a competitive marketplace – meeting a growing need for balance between technological innovation and human connection.

As customer service continues to evolve, CS AP remains a valuable solution asset for identifying qualified candidates for organizations. The organizations that understand the longstanding value of high-performing customer service talent, even as AI shines as the new golden accessory, will evidently survive in a time of the change.

Ready to elevate your customer service strategy? Visit our storefront to explore the transforming potential of our Customer Service Aptitude Profile.

Have questions or want to learn more? Get in touch with a member of our team today!

References

¹Momentive. (2023). 2023 CX and AI report: AI in the customer experience. SurveyMonkey.

²Singh, P., & Singh, V. (2024). The power of AI: enhancing customer loyalty through satisfaction and efficiency. Cogent Business & Management, 11(1).