Human and AI: The Future of Customer Service
AI and machine learning as a major development of technology have made a noisy debut. The majority are afraid that AI attacking cities, and much more important, taking over their job. Companies that currently deploy AI as their customer service prove us instead of taking our job, AI and human are working together.
Watching Terminator without parental guidance is terrible. A misconception that created by the fictional story of AI is making the information about AI biased. Collectively the assumption about its harm fitting right into human insecurity in the digital era. If this dystopian about AI is not “cured”, we will face a stumper for a better future.
I believe the reality is unlike the dystopian fictions. AI developed in the hope that human ability to focus on enjoying life. They are here to bring simplicity to our life. None of them were created to take over our job but rather to let us focus on a much more complex task to solve.
Customer service is never found it’s the best solution other than AI. The battle of modern business is not only in their product but also in their customer support. Customer-first trend is a thin line that one business cut the edge compare to the other.
AI Is Not Eliminating Our Job
I’m not going to lie that AI and machine learning erasing some of our conventional jobs. Frey and Osborne in their publication in 2013 [ABS1] declaring that in coming decades 47% of American jobs are endangered. In fact that they are doing better than us in automation and collecting also processing data. Instead of just eliminating, AI is evolving our job.
The Vice-President of the internet of Things department at CISVO System, Rowan Trollope, said that how technology eliminates jobs and creating a new one at the same time. Job created by this phenomenon is sharping the job. “Who could have, for example, have foreseen the gaming industry boom? Or the fact that writers could today be recruited to write dialogues for virtual assistants?” (Guillaume Renouard in Julie Desk, 2017)[ABS2]
Originally customer service is human to human interaction. It’s quality contingent on agent ratio to the customer, reply time, brand knowledge, and empathy. The letter is one that AI close to impossible to master. There are always some aspects of our jobs that AI will never able to handle. Human touch is a variable that emotionally close and trust. That is why human-chatbot teamwork in customer service is the best future for customer experience.
Human + Chatbot — Secret Innovation to Win Market Competition
Customer support becomes platinum priority aspect in businesses. Now the market competition is tight, most products are equal, and customers are exposed to options. Companies stepping-up their game by having agile, efficient, consistent, high quality, and emphatical customer service.
We must concede that the human agent in customer service is full of limit. Chatbot also never has the human empathy which is so important in customer service. Combining both agents will significantly improve customer service quality. Let’s see how they are covering up each other loophole in customer service.
A hybrid solution capable to meet rising customer service demands
In the tight competitive marketplace, customers demand also rise. Customer demand for fast, personal, and high-quality service. Employing human-chatbot duet solution will mitigate the demand by creating automation responding system. Human limitation on speed and accuracy is covered by the chatbot, enabling faster and more accurate service while infused with human context and emotional intelligence. The hybrid solution will accomplish more interaction without having to increase manpower while reducing cost and improving customer satisfaction.
Avoiding bad reviews
With the high demand and high expectation from the customer are also the sign of more disappointed and frustrated interaction. Human is unable to multi-task while keeping a top-notch performance handling a few customers at once and let the queue length is increasing risk of negative customer experience. Lack of empathy and human language context from a chatbot also frustrate the customer. Collaborating both human and the chatbot will significantly mitigate these issues.
Allows your company to develop
The human-chatbot solution is creating room for your company to handle more complex issues. The hybrid system in managing customer will promise you to have a consistently good customer experience. Mediocre service will be unlikely so you may focus on other issues. Chatbot ability to gain data and human ability to managing and analyzing the data is important for business improvement.
The Bright Future is with the hybrid customer service
Combining both human and chatbot power is to minimize the risk while for sure gaining more benefit. Deploying chatbot only without customizing it with a human touch will be mediocre. Let Vutura.io helps you to apply a hybrid solution for customer service. Vutura.io offers a coding-free chatbot platform with powerful tools to work your chatbot. Natural language processing and machine learning from Vutura.io is advance just to make sure that your chatbot able to converse naturally and gain targeted data.
Visit Vutura.io to see the best customer service hybrid solution.
Reference:
Benedikt Frey, Carl & A. Osborne, Michael. (2013). The Future of Employment: How Susceptible Are Jobs to Computerisation?. Oxford Martin. 114. 10.1016/j.techfore.2016.08.019.
https://www.juliedesk.com/blog/robots-humans-work-hand-hand/
https://techsee.me/blog/customer-service-chatbot-human-hybrid/
https://chatbotsmagazine.com/bot-human-hybrid-the-new-era-of-customer-support-346e1633e910
