Opinion: AI Shouldn’t Replace Human Customer Support. Here’s Why

AI has revolutionized the way businesses operate, streamlining various tasks and changing how knowledge-based businesses function in record time. One of the ways that businesses are using AI is customer support, but how effective is it really? Is there any merit to maintaining the human element of your customer service, or said in a different way, what can human customer support offer that AI cannot?

AI: Flawed Efficiency

Think about all the times you’ve been stuck in endless loops with AI chatbots who spit out useless pieces of information after another. You’ve probably thought to yourself, “Just let me talk to a person, please and thank you.” Yes, AI-powered tools are cost-effective, and they can process information faster than humans can, but it’s important to acknowledge that these tools are far from perfect, and they often require human interaction if they are to work the way they’re intended to.

Why Human Customer Service Can Never Truly Be Replaced

Customer service is rooted in communication, specifically human-to-human communication. Computers don’t have empathy, and they don’t always understand the context that makes for effective customer support. Customers want to feel like they are seen and heard, especially when they are stressed or confused, and AI simply cannot check this box. In this way, a human employee is much better at damage control compared to an AI model.

You Want Reliability When Things Go Wrong

Somehow, humans are better at damage control than computers. AI misinterpreting questions or requests, or even providing incorrect information, is only going to frustrate your customers and leave them with a bad taste in their mouth. In situations like this, the AI will likely escalate the problem to a human anyway, and by then, the customer is already upset. Who are they going to take it out on? The human. In situations like this, it’s better to speak directly to them right off the bat.

Loyalty is a Byproduct of Connection

If you want your customers to remain loyal to your brand, you have to give them a great experience. You can provide a better experience by fostering human connection and communication. These more personalized interactions will help your customers feel seen, heard, and understood, and when people are happy, they’ll come back for more of what you have to offer.

All of this said, what’s the best way to combine the efficiency of AI with the human elements of customer service?

AI is great for repetitive tasks, and it can be used to answer frequently asked questions or to provide instant access to specific information. This makes it ideal for the frontlines, and it can alleviate your customer support team of some of the more simple issues they might encounter. In this way, you’re effectively giving your business a way to provide immediate customer support while also giving customers who need more technical assistance more opportunities to get it. It’s a win-win scenario.

For more information on how to implement AI into your business’ workflow, contact White Mountain IT Services at (603) 889-0800.

White Mountain IT

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