Over the last couple of years, Artificial Intelligence has become a lot more capable. Where before, it could only handle simple automation and crunch numbers, it can now contribute to pretty much any business activity – helping your processes become a lot more efficient.
The Use of Artificial Intelligence in Customer Service
For small businesses that lack a dedicated customer service team, Artificial Intelligence has been an incredible boon. Not only are services like CustomGPT, Chatling and Botpress a lot cheaper than hiring an additional employee, they’re also productive, efficient, and overwhelmingly willing to deliver around-the-clock support.
The Risks and Rewards of Artificial Intelligence in Customer Service
By utilising ChatBots, Auto-Responders, and Ticketing Systems, all businesses have the power to offer speedy, informative replies to frustrated customers. However, using Artificial Intelligence in this fashion does come with some significant downfalls.
The Risks of Using Artificial Intelligence in Customer Service
Try as it might, Artificial Intelligence hasn’t yet nailed the ability to be empathetic. This often means its responses feel dispassionate, only adding to a disgruntled customer’s dismay.
In their time of need, they don’t want to be battling an oddly programmed ChatBot, they want to speak to a real person who can actively listen and respond. They don’t want inaccurate, impersonalised guidance that doesn’t take their circumstance into account… they want empathy, understanding and, above all, a solution.
The Rewards of Using Artificial Intelligence in Customer Service
Where Artificial Intelligence thrives, though, is in acting as an intermediary. Its unique ability to assess a customer’s request and funnel them toward the right person is immensely valuable to a business needing to save a few bucks.
While they wait for a response from a real person, ChatBots, Auto-Responders, and Ticketing Systems offer reassurance. Where you wouldn’t otherwise be able to provide 24/7 troubleshooting, they can rise to the occasion.
Should Artificial Intelligence be Used in Customer Service?
Artificial Intelligence should never be your be-all, end-all.
It should only be one tool in your communications arsenal – best used in conjunction with empathetic, human employees. ChatBots are great… until they aren’t. Some customers will inevitably encounter issues that Artificial Intelligence can’t solve, requiring you to step in to save the day.
Why not deliver the best of both worlds?
For more assistance learning about IT and the difference it can make to your business, speak to Keytech. We can help you unlock the power of technology and scale your operations.
