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!
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.
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.
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.
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.
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.
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