When it comes to customer service, what’s the benefit and drawbacks of AI over human interaction?
The use of artificial intelligence (AI) in our everyday lives is becoming more mainstream. From our social media platforms to self-driving vehicles, to email communications, and even customer services. The integration of AI in our lives comes with its own benefits and drawbacks.
Benefits of AI in Customer Support
AI in customer support was created to help us solve or walk through issues we may have when encountering a product or service. It has become a function that many companies are already using because of the many advantages that come with it.
1. Extended Hours — Working 24/7 is just impossible, mentally and physically. let’s be real here, everyone gets tired, let alone the biggest workaholics I know. But AI doesn’t. Plus, our problems are no longer only answerable during “business hours”. With automated customer support, any time is the right time.
2. Instant Responses — Working 24/7 is just impossible, mentally and physically. let’s be real here, everyone gets tired, let alone the biggest workaholics I know. But AI doesn’t. Plus, we no longer have to wait for “business hours” for someone to be at our service.
3. Human Error Free — As humans, we are and never will be flawless (and that’s okay). Because there’s AI! Over time, machine learning just becomes all the more accurate as they collect more and more data.
4. Cost Savings — Since AI eliminates the need for staff in certain cases, companies no longer need to worry about handing out paychecks. Hiring new employees, training them, and then employing them can stack up on costs.
5. No “Bad” Days — One of our flaws as humans is that our lives sometimes get the best of our moods. When we’re having a bad day, it can reflect in our interaction with others. But with AI, lacking that emotional intelligence means that they are on their best behavior at all times.
Drawbacks of AI in Customer Support
Yet, like anything in life, there are pros and cons. And while AI has made our lives a lot easier, generally speaking, they are still unable to fully replace humans. Not to mention, there are always potential risks when dealing with technology.
- Unemployment — From an employer’s perspective, while they may be able to cut down on employee costs, this poses a threat to those who are dependent on this for a living.
- Lacks Intimacy — Empathy, sympathy, and all the other emotions that we feel are what make us human. Sure, some AI is trained to be more “human-like”, but it will never be quite the same. At the end of the day, customer support’s #1 rule is to prioritize the satisfaction of customers. It’s hard to train an automated system to know that without understanding the customer’s feelings on an emotional level.
- Data Security — A sudden security breach in the system can lead to tons of sensitive customer information being leaked. Not only would this be harmful to the customers, but it would also be detrimental to the company if any legal litigations are charged.
- Cost Maintenance — A strong and well-performed AI system means that more technology and complex structures. However, with complexities come costs. Installing and training AI can accumulate huge upfront costs for a business. Additionally, maintaining them can also be hefty since these systems must be closely monitored to avoid security breaches and system breakdowns.
- Lacks Creativity — Not all issues are black and white, especially not the ones that involve customers because to each their own issues. In order to solve these problems, creative thinking is often involved. Sometimes even impromptu. But, AI lacks this skill because everything in their system is wired to follow a guidebook.
AI and Beyond…
As we encounter AI more and more in our daily lives, there’s no doubt that it will continue to be more and more… well, intelligent. I’ve had both pleasant and frustrating experiences with AI. The pleasant being responsive and efficient. The frustrating is the lack of intimacy and creativity. Integrating parts of AI in that process is definitely helpful to reduce customer wait times. But personally, I believe that AI should never completely replace customer support because doing so will forfeit the opportunity for companies to connect with their consumers. After all, it always feels great knowing that a complete stranger on the other side of the line is there to walk you through your perplexities.
