Is more Artificial intelligence good or bad?

I grew up watching many science fiction movies about Artificial Intelligence. Of course, the Matrix must be my favorite movie about Artificial Intelligence. Unfortunately, Artificial Intelligence has never played a positive role in these science fiction movies. All of them are conflicts and wars with human beings. Nowadays, Artificial Intelligence is more and more common, and it’s not as evil as in the movie. In marketing, I often come into contact with chatbots. But do they really work? Is more and more AI a good thing…?

We can use chatbots as an example. Let’s think about what the advantages and disadvantages are.

Advantages:

1. It allows us to know our customers better.

As we know, chatbots can answer some basic questions for customers. Data is precisely what we need when we do market analysis — using chat data between customers and chatbots, we can quickly figure out what customers want. For example, customers encounter problems when using our products or what customers expect our products to do. These data are what we need to improve products or develop new developments in the future. Chatbots can collect data faster than customer service.

2. 24-hour service.

Even though customers may have various questions, we anticipate the questions they will have before the product is released and answer them via Chatbots. This is one of the benefits of Chatbots. Because they can work anytime and anywhere. Significantly, products sold globally are not affected by jet lag. Always give our customers the best experience.

Disadvantages:

1. They need maintenance.

Humans make mistakes, and so do machines. We need to spend time on AI maintenance and expand our database regularly. For example, updates on product Q&A. This will make our customers’ experience better. While it does take time, effort, and expense, AI is still more cost-effective than human customer service.

2. A chatbot is not a person.

Because they’re not people, just programs. To improve our customer experience, we should make more optimizations for Artificial Intelligence. Like making them more human. Have different reactions and answers in different environments rather than making customers feel bored or unable to solve their problems.

From this view, the conclusion is easy to draw. The current limitation of Artificial Intelligence is that they are machines rather than humans. Although they can collect data faster and reduce the cost of human clients, they are not human and cannot replace them. Talking to chatbots always loses the intimacy of human interaction. At the same time, it also shows that customers may not be able to recognize our company’s customer service more because they communicate with chatbots more.

So, in my opinion, Artificial Intelligence and human customer service are indispensable. No one can replace each other. After all, AI has made many contributions to human beings and companies. I believe that everyone reading this blog should feel the convenience it brings us!