What Are The Benefit And Drawbacks of AI Over Human Interaction When It Comes to Customer Service?
AI, known as high tech, is used widely in marketing. As a customer, when we try to reach a brand or a company for further help, we can see that a lot of companies use AI for their customer service. AI benefits people a lot with customer service and has a better performance than human interaction.
Efficiency & Convenience
According to the data from Statista, the Main benefits of artificial intelligence (AI) for customer experience (CX) among businesses in the United States in 2021 indicated that 37.4% of results said that AI improved efficiency with customer service. Instead of employees sitting in the office replying to customers, AI would have a better performance on daily communication with customers. It became more convenient when AI provided 24/7, real-time assistance. It highly increased customers’ satisfaction since convenience was one of the key elements to evaluate satisfaction. Moreover, by offering 24/7 availability using AI, global customers in different time zone can be taken care of all the time.
Personalization
82% of respondents said that their leading reason to use artificial intelligence for marketing personalization was to improve customer experience. AI was also instrumental in taking personalized service a step further. Rather than helping customers with general and basic information, AI was able to cater to customer preferences. The Muse, a major career site for jog-seeker, partnered with an AI marketing platform called Blueshift, providing users with a personalized job-seeking experience to make sure they could get what exactly they were looking for.
Large Volume of Data
As the number of customers grows with the development of companies, the data companies need to deal with has significantly grown. AI became an invaluable tool to process a large volume of data. Humans compared to AI, could only deal with a limited number of data and customers. In addition, by processing data with AI, it was possible to obtain powerful insights and predictions about customers’ behaviors from customer service. This data helped companies create targeted marketing and solve the most complicated issues about their complaints.
However, there was also a drawback of using AI for customer service. Instead of human interaction, Al was machine interaction. No matter how intelligent the system was, it could not help customers with everything they needed for one time and sometimes there won’t be anything matched to what customers were looking for. I had a related experience with Bank of America, which I was trying to approve my transaction. Because of the internet delay, I did not get any related message directing me to the approval page. I went to their AI service chatbots and did not find anything that could help me with my concerns. This is the time I would hope the human interaction customer service that I could speak up about my specific problem and get solved.
AI is growing year by year to diminish its drawbacks with customer service step by step. I believed that AI is the future in marketing and will benefit more than we have discovered.
