When it comes to customer service what’s the benefit and drawbacks of AI over human interaction?

Big data, the use of Artificial Intelligence for Marketers, and Privacy are hot topics in digital marketing. With the development of technology, more and more unimaginable things can come true in different parts of marketing. When it comes to customer service, what’s the benefit and drawbacks of AI over human interaction?

Benefits of integrating artificial intelligence(AI)

Artificial intelligence(AI) has become a major component of today’s business. The evolution of technology has created a highly interconnected system where there has been a wider basis for improving human interactions. The efficiency and ability to build a strong interaction within a given workplace are defined through the underlying relations. Artificial intelligence has been greatly integrated into customer service as a key method in assessing consumers’ needs and providing regular quality updates. However, there have been major concerns pertaining to the efficiency of using artificial intelligence in managing customer service. Chatbots have become a mainstay in most companies replacing human labor.

Nokes stressed that “Artificial intelligence in customer support is an example of how AI is being utilized in our everyday lives.”

These artificial intelligence approaches are cost-effective and tend to focus on specific information already programmed, and are less likely to make errors since they are emotionless.

(Below is the video of what are chatbots)

Limitations of artificial intelligence(AI)

However, on the other hand, there is still a strong belief that human interactions are crucial in customer services since consumers tend to make general and specialized inquiries that the chatbots cannot provide an accurate link. When people are talking, the information they exchange is crucial in ensuring that the message they are conveying is heard. Chatbots are thought to be inferior, mostly due to the information that is transmitted. Chatbots are prone to posting irrelevant content, wasting clients’ time. As a result, these devices are inefficient for chatting. Knowledge exchanged within a chat context must be effectively defined, and a better forum must be presented that promotes progress while still providing a more advanced context for beneficial information sharing.

Paiva et al. state that, “new AI tools are rapidly emerging in the support space that can address high-urgency situations quickly, but when it comes to high-emotion scenarios, no AI can replicate human empathy, so there’s still a distinct advantage to having a real person help a customer.”

This is based on the assertion that even though there is a need to integrate technology in human interactions, there is a need to effectively assess and evaluate different situations to achieve a broader basis for change and improve productivity.

Internet of Things

The internet of things is more than just computers and the existing connection between phones and computers. Internet of things involves different technology processes that help identify a more advanced focus on better processes that shape change and allow for successful incorporation of different forms of technology. Internet, on the other hand, involves the interaction between individuals within a given context. It is simply connecting a computer system to a network. The adoption of these processes presents a well-enhanced context that allows restrictive evaluation of different processes that build change and allow a high level of efficiency.

The artificial intelligence approaches cannot fully replace human interaction, especially in human interactions where there is a key element of an emotional situation.