AI Chatbots vs. Human in Customer Service, Who Wins?

When you think of artificial intelligence (AI), you might still ponder imagines between futuristic concepts found in movies even though it has been widely used in today’s business for quite some time.

Or… some of you might think that AI is only for those software engineers in the tech industry and why should marketers care about it?

In fact, AI in customer service is an example of how AI is being utilized in our everyday lives. You’ve likely encountered at some level when you needed questions answered about a product or service. Remember when you called customer support and answered by the automated phone system? That’s the basic example of AI in customer service.

In today’s world, customer service has evolved into chatbots. This new software application mimics written or spoken speech for the purpose of simulating a conversation or interaction with a real person.

When using customer support live chat service, the “person” you’re chatting with might actually be a robot — chatbots often sound almost human (but still not quite at this stage)!

Today, businesses can make their own chatbot simply by using Facebook Messenger (all without prior coding experience). There’re over 300,000 active bots on Messenger!

You can request a ride from Lyft via chat or voice. Everything is automated. (photo by SocialMediaToday)

Brands like Lyft enables users to request a ride via Facebook Messenger bot to make recommendations based on the users’ search; WholeFoods use chatbots to let users search on food recipes; and Spotify creates playlist recommendations based on users’ mood, etc.

The application of AI has allowed businesses to enhance their customer service that seems impossible even a decade ago. Whether you like it or not, chatbots are the future of marketing and customer support.

What are the different benefits of chatbots and human interaction? Do chatbots outperform every aspect of human interaction? Look at this infographic to know more.

As you can see, when it comes to customer service, AI chatbots and human interaction both have capabilities that the other can’t do. Having a blended approach — with both human, professional customer service agents, as well as AI solutions — maximizes the customer experience.

In the competition of AI chatbots and human in customer service — it’s a tie. Do you agree with me?



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