Artificial Intelligence (AI) has become a force within business customer service models. You may notice that you frequently speak with an AI system over the phone or through chats on a company’s page. This increase in automated technology is only growing and becoming more advanced.
AI is a simulation of human intelligence. Through machines and systems, this technology learns to make decisions, analyze customer issues and self-correct. A company like Netflix, for instance, uses AI to analyze customer data and tailor content to users.
Researchers continuously search for ways to take AI to new levels, leveraging human-like skills and abilities that industries then integrate into their service structures. While some favor innovation and efficiency, others highlight operational and customer satisfaction issues.
Understanding the pros and cons of artificial intelligence is the first step in deciding whether or not to integrate it into your customer service model.
- Pros of AI in Customer Service
You may have experienced the pros of AI as a customer yourself. These benefits can help both consumers and businesses alike.
- 1. Availability
Employees are not always available to offer support for customers, but they need assistance at all hours of the day and night. If a company is unreachable, satisfaction may decrease. AI systems, on the other hand, are available 24/7. Customers can call with issues or questions at any time and receive help. Due to the innovation of this technology, response systems can handle and assist with in-depth queries.
- 2. Efficiency
Customer service lines fill quickly, an issue that can lead to waiting. No one enjoys sitting on hold, so you need to cut down on times. AI, however, is immediate, analyzing information and responding quickly. Without any time required to research answers, it can efficiently assist customers, especially those with common questions or needs. Plus, AI can allow workers to return calls even quicker with automated dialing.
- 3. Reachability
Phone calls are not the only place to find AI. Companies use chatbots on their website to aid users, too. This form of automated support is instant and provides an accessible platform.
- 4. Costs
AI can reduce staff costs in two separate ways. First, AI for customer support can cut salary costs and boost budgets. Plus, some systems benefit employees, too. Programs like IBM’s Watson can train workers, potentially reducing training costs.
- Cons of AI in Customer Service
While the pros of AI offer productivity advantages, there are also some cons to be aware of before investing.
- 1. Replacing Staff
Public opinion on AI, and technology in the workplace, can vary. Some people oppose replacing staff with AI. Shifting resources and employees may make for a better solution.
- 2. Real Person
In some customer feedback, you may hear that people would prefer to speak to a real person. Though some prefer AI, others would rather have an agent listen and help with their questions.
- 3. Complex Issues
Similarly, some customers require a real person to speak with due to complex issues. If AI cannot quickly answer or resolve their problem, an agent will need to be available. Since consumer queries range from instantly solvable to attention and work, this technology may cause frustration or dissatisfaction if unhelpful.
- 4. Data and Privacy
A deciding factor for investing in AI may be privacy issues. Many people fear someone stealing their data or private information. If you do invest in AI, you will want to understand existing privacy issues and have a transparent policy.
- AI in Customer Service — Is It Right for Your Business?
Artificial intelligence changes the customer service industry every day. It’s a powerful tool that learns as it works, helping customers and employees alike. While it comes with many advantages, it also has a few drawbacks.
Decide what is best for your business. If you have the resources, this technology may be a sound investment that can save you time and money. Ultimately, you should choose what is best for your company.
