When it comes to customer service what’s the benefit and/or drawbacks of AI over human interaction?
Artificial intelligence in customer service is amazing from a company perspective. Customer support chatbots provide a variety of useful services, such as speeding up activities, increasing company productivity, and even lowering costs. Artificial intelligence in customer service may provide critical solutions to a range of problems as a source of automation. This means that the customer service staff will be able to concentrate their efforts on solving specific problems.
Benefits of AI in Customer Service
24/7 Customer Support
Nothing is more aggravating to a consumer than asking a critical question and receiving no answers. Particularly if the question is about a specific service. Chatbots and automated customer service assistance, on the other hand, are changing this. Without the need for available staff, a database may store a warehouse with answers to various questions. That means the company is still willing to assist others.
Reduction in Cost of Staff:
It is expensive to train call center employees. Bringing on new workers, particularly during a time of crisis, can have a significant impact on the bottom line. AI chatbots will fill in these holes, allowing you to continue providing vital services while lowering your costs.
Changing Technology
For a modern and competent business, there is a significant risk of missing out on technical advances’ efficiencies and competitive advantages. As a result, artificial intelligence in customer service is the way of the future. It is capable of reacting to customer inquiries in a more contextual manner as a developing technology.
Drawbacks of AI in Customer Service
Improper Escalation
Although we’ve gone through the big advantages of context-aware AI, many companies are still a long way away from that level of development. AI is still very limited in reach, despite its advancements. When trying to sort through simple AI support options, particularly chatbots, customers with specific problems can run into issues.
Machine Interaction
There’s a reason why so many people despise automated calls: while they may help with simple issues, they might not be able to resolve the full scope of a caller’s concern.
Given that callers need assistance for a variety of reasons, it’s not unusual for them to be frustrated or angry. Machine and AI responses can intensify the problem, while human responses can help solve it.
Cost and Maintenance
Since AI chatbots and artificial intelligence-driven customer service are complex, proper management necessitates the use of trained personnel. Bot installation, development, and “education” necessitates careful data management. This necessitates the use of staff or partners with specialized skill sets.
As you would expect, depending on the expertise of skilled personnel, as well as the upkeep of chatbots and artificial intelligence services, can be costly. When using third-party providers or contracts for the service, this capital will also skyrocket.
