The road from a Customer Service Representative to a chatbot trainer
In the team, AI was the great unknown
When Vikija Bergmane worked just as a Customer Service Representative at the Register of Enterprises, like most people, she was not really interested in the AI. She did not have to deal with it in her professional life and was convinced that these technologies were very complicated. Everything changed in 2018, when she found out that she would have new duties — monitoring and training the first public administration virtual assistant in Latvia.
"When I found out about my new duties, I was quite concerned as I did not have any IT knowledge. And how could this be done by someone who has never worked with AI?"
Vikija Bergmane a Customer Service Representative at the Register of Enterprises thought
"News about the virtual assistant initially stirred quite an emotion in the team — the AI was the great unknown, as nobody really understood what it could contribute and how it would develop. To mitigate concerns, the entire team was involved in the development process, e.g. the team discussed the potential name of the chatbot and was invited to test it."
"My personal experience with the AI changed my view: these technologies allow you to re-skill, add new skills and expand your job description. During these years, we have helped many others: both new colleagues, and other bodies. I have improved my public speaking and management skills, and have become really interested in technologies. AI is a tool, it can be controlled, and for this reason it will always need a man,"
explains Vikija Bergmane
"Currently, I spend 70-80% of my time on the chatbot, and 20% on servicing customers. It is important to work in both of these areas as they are complementary,"
underlines Vikija Bergmane
Virtual assistant that helps customers, employees and employers
Judīte Jēģere, the Manager of the Customer Service Department, is convinced that the AI solution offers many benefits:
"The virtual assistant offers a lot to our body and takes on many tasks of the call center: a customer who has called the Register of Enterprises receives the same answer as from a Customer Service Representative. But the virtual assistant is available 24/7, never becomes sick, does not have any vacations and never switches jobs. The virtual assistant is here, and its knowledge forever stays with him. For example, colleagues who have been with us for five years, leave may the company and take their knowledge along. A chatbot is a wonderful helper for new employees, as they can always ask the chatbot if they cannot find answers on our homepage."
"As a brand, Facebook is just 16 years old, but it employs more than 58 000 employees. Current social media managers, e-commerce specialists, mobile phone developers and data analysts are quite new professions that have gradually substituted the phone operators and employees of video rental stores. Nowadays, we can experience historic changes as we can see how the profession of chatbot trainers makes it first steps towards great success."
"The AI will take over mundane tasks, but will never be able to replace such skills and abilities as soft skills, creativity, initiative, critical thinking, management and leadership, ability to agree and adjust to change. It makes us unique and special, and a robot cannot be trained to become like that, thus, in the course of time, these traits will become ever more valuable."