We all watched the 2004 sci-fi film, I, Robot. Will Smith’s character, Del Spooner, grappled with the distrust of AI even though the robots had incredible efficiency and applications to every-day life. This skepticism, even as I demonstrated its power, mirror the current landscape of AI within customer service. AI has the potential to push any industry, especially customer service, to the next level. However, so many people are left with one question: How far should we let AI go?
AI is making impressive strides from actual applications to the VC funds its receiving. Today, customer service departments are working to leverage and get the most out of AI to automate simple, repetitive tasks. This could include answering FAQs, processing transactions, or even resolving basic inquiries. AI can handle these tasks faster than a human and has limited issues when doing so. What’s the benefits? Reduced costs, quicker resolution, and the ability to scale operations.
For those looking to implement such processes, this means not only cutting down costs, but it also means there can be more freedom with the human agents so they can focus on the more complex tasks. AI-driven chatbots and virtual assistants can and more times than not run 24/7, 365 days a year without needing a lunch break – which brings up a digital morality question, but we won’t get into it.
As in I, Robot, we can’t ignore the limitations of AI in the space of customer service. AI might be able to process everything in seconds, but with emotionally charged issues or more complex issues, AI just falls short. Empathy, nuance, and human judgment are areas where AI just can’t compete with a human.
Even though there’s a growing reliance on tech solutions, research continues to show us that customers still prefer to speak to a human when dealing with issues. This could be because it's just easier to speak to a human, and there's no sort of human hallucination as there is with AI. Whether it’s fixing a billing dispute, troubleshooting a product malfunction, or just working to fix an emotional customer concern, humans have the upper hand.
When moving forward with AI, the biggest challenge isn’t hidden – it’s clear: how do we maximize AI’s benefits without sacrificing the human touch? This isn’t a question of AI replacing humans, but it’s a situation where AI needs to be complimenting humans. By automating routine tasks, AI can give those human agents more time and bandwidth to handle more demanding, emotionally complex situations.
We’re in a period of time in which AI and its capabilities are growing at an exponential rate – just like in I, Robot. In the next few years, we’ll most likely see even more advanced AI tools that can handle a wider range of customer issues. For now, as we wait on the advancement, the human element of customer service remains irreplaceable. The real revolution lies in finding the right balance – leveraging AI to reduce costs and boost efficiency, but also making sure customers feel heard, understood, and valued when it matters most.