Advantaged and Disadvantages of AI infused Customer Service

Whenever we think about AI, we picture a futuristic scenario of robots, machines, automation, and the like. But we seem to forget – we are already in the future. Even you have already encountered an AI at least once in your life.

Example: Remember calling customer service and you are answered by a voice asking you questions like “How can I help you?” or “To know your current bill, press 8”. That’s an AI assisting you – basic, but classic and definitely useful.

Speaking of customer service assistance, people in the tech industry are trying their best to integrate AI in customer service.In fact, Google boasts its first successful AI – customer conversation, and it seems so real!

CustomerSupport

But before we get all excited, we have to look at it from a business perspective. AI can be both exciting and daunting. So, to see and understand the bigger picture of AI in its early stage, let’s take a look at the advantages and disadvantages of AI for customer service. Here are the factors we should consider before integrating AI into the business sphere.

Advantages

Less expense for a 24/7 customer service

Big companies may need to employ thousands of customer service representative to make sure that customer experience is always excellent. They need to pay extra for people who will work during holidays, not to mention paid leaves.

But with AI, this cannot happen. There will be a 24/7 customer service that will “happily” answer the customer regardless of the language and time.

Fast Workflow

As humans, we make mistakes, it’s perfectly natural – but not with AI. The engineers and designers behind AI claim that it can perform better because it can commit fewer errors. The collected and analyzed information during the online customer service process is stored and will be applied in the future to provide a smooth and delightful customer experience.

You can store as much data as you want – products, services, clients, and more, and it won’t overload. Moreover, updating AI’s or Chatbots is more cost effective and fast compared to training human counterparts.

Easy Analyzation of Customer Insights

Aside from answering queries and solving problems, customer service is also a great way to learn more about your customers. You can gather information to be used for business development. Having an AI can make the analyzation of insights easier.

Disadvantages

Lost opportunity to cross-sell

Having an interactive conversation with a customer can often lead to solutions beyond what was primarily in scope. If this is reduced, upselling or cross-selling becomes limited.

Struggle with complex demands

Truth be told, AI is not for everyone. For companies who have a complicated business that needs deep engagement and decision making, AI is not an option. As of now, AI is as only good as it is programmed to be. So if you have a customer who has a special request, you still need a human to do it.

Lack of human finesse

Whether we like it or not, there are customers who do not want to talk to a computer or robot because of trust issues. And this is a valid feeling. Also, we cannot deny that sometimes algorithms can be wrong, thus AI’s can worsen the problem instead of providing solutions. Moreover, frustrated customers want (or need) the kind of understanding and comfort only human interaction can provide. This is crucial if customer experience is very vital to your company.

Summary

As of now, we’ve seen the good things AIs like chatbots can do. However, the lack of sophistication on AI’s is still obvious as well. The best thing to do for businesses is to enjoy the best of both. You can deploy chatbots and other forms of AI yet still introduce live online customer support for better rapport and improvement of sales.

Coffeebot solutions can help you merge the convenience of AI and the necessity of human support that you need to better serve your clients.

Get in touch with us and see our previous works!

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Reasons Why Your Customer Services Might Be Failing

customer-supportIt’s basic for every entrepreneur to know that a business grows when it has satisfied customers. People who are happy with your products or services recommend you to their peers, write good reviews about you, and come back for more. This is why customer support services are a crucial aspect in operations. But not all companies are good at it. Why is that the case? There are multiple factors.

It’s Hard to Get in Touch

This may be because there aren’t enough channels for customers to reach you. If you are only available through e-mail, you can’t accommodate the vast majority of people who talk about your products on social media. Most successful companies use Facebook and Twitter to listen to and address concerns and inquiries from customers and potential customers alike.

Some also use chat support as a means of providing help to customers in real time. Having a forum thread on your website is also an excellent idea because 1) it creates a community of your customers who can help each other; 2) you can easily address the concerns of multiple people in a single thread because most likely, people will be having similar problems about your service or product.

You Don’t Have the Best Team

Customer service mishaps are easily documented and spread online by customers, and once they go viral, it means bad rep for your company. This is why you need to make sure that everyone in your customer support team is well-trained and prepared for any situation, especially when they encounter irate customers, and angry ones. If your support agent breaks and cusses in the middle of a conversation with a customer, word spreads easily.

team

How do you avoid this? Make sure to hire experts. You don’t have to hire an inhouse staff that will cost a lot to pay, and cost some time to train. A better solution is to find a digital marketing agency to partner with that has a good background on customer support.

Valuing Feedback

To value feedback is not just to listen to criticism, but to do something about it. Granted, not all comments and suggestions merit a response. You can’t please everybody. But you have to look out for the kind of feedback that makes sense and that will align with your company’s goals.

Also listen to your long-time customers. They’re the ones who deserve the most voice and they know which parts need improvement the most. A company that listens to its customers is a company that will keep those customers and earn their loyalty.
The takeaway from all this is simple. Customer service is not just about dealing with dissatisfaction. It’s about constant growth and prioritizing customers’ need. Business, after all, is about making sure your customers are happy.