With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors. Businesses recognize that alleviating their burden by leveraging freelance customer service workers during peak times can reduce pressure on full-time contact center staff, improving their engagement and motivation. GigCX agents benefit from managing their own schedules and working from the comfort of their homes. The flexibility it affords is unprecedented as freelance agents can choose to work for multiple companies, take on a side job, or only be available on weekends.

The evolving role of AI 

As artificial intelligence (AI) advances, it now plays an increasingly important role in the basic fabric of many gig platforms. Not only does the technology drive recommendations based on historical activity and purchases, but AI can be leveraged to build customer review and rating mechanisms that drive further sales. Businesses have recognized the possibility of using this same technology in the customer service function. AI can detect low-value customer inquiries and direct those to GigCX staff, leaving the higher value inquiries for full-time agents with more expertise. AI-based routing can pass a customer’s inquiry to the best possible agent based on skills and expertise. It can also serve a role in intelligent quality assurance, ensuring that the customer service gig worker is providing the levels of service expected by the business. The gig platform’s AI can learn from these gig workers’ answers, helping the AI engine become smarter over time. Freelance customer service workers appreciate the technology, with on-demand agents ranking their employers higher than the average customer service agent when it comes to the quality and capabilities of the software they use to service their customers and contact their employers.

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