What You Should Know About AI and Customer Service

by | Sep 13, 2017 | Employee Development

In our technologically driven world, we are continuing to see an increase in use of artificial intelligence in the customer service arena.  From chatbots, to self-serve checkouts, to online shopping and much more, AI is really taking over when it comes to the service sphere, and it’s only getting stronger and more personalized.

Why Do Customers Want AI Service?

Customers want fast, friendly and hassle-free service.  Many customers choose AI service options because it is available more conveniently for them.  For instance, the chatbot services online are often available 24/7 and you can get through to a AI service rep immediately versus waiting for sometimes hours on the phone to speak with a human rep.

That brings me to another reason why customers might choose AI service over a human interaction and that is, faster service.  AI customer service can often provide speedier answers to customer inquiries and problems.

Why Do Employers Want To Use AI?

Employers are also jumping on the AI bandwagon for several reasons.  Having AI service can often prove to be cheaper than paying a human body to be available.  The fact that AI service is ‘running in the background’ all the time, regardless of if it’s being use every moment, frees up the time of human agents making them much more efficient and productive.

Organizations are realizing more and more that having an omni-channel experience for their customers is critical.  And consistency among those channels is paramount.  Your organization might use a combination of AI and human customer service in order to provide an omni channel experience for your customers.  For instance, your human front-line workers might represent your company in your brick and mortar stores, whereas your AI reps fulfil online service inquiries.

Is AI Going To Take My Job?

If you could interact with a fast, friendly, hassle-free human OR a robot, which would you choose?  If they knew for sure that their customer service experience with the human would be exceptional, most people would probably choose the human.

With human to human interaction there are a lot of nuances and ability to provide personalized service that a robot can’t provide.  Of course, as technology is getting smarter, robots can automate to create personalized solutions for customers.  However, with robots there are many variables that we can’t control.

From an employer perspective, there is a place and time when AI should be used to increase productivity and efficiency and save costs.  But there are so many things that a robot cannot do that a human can provide.

The best solution for employees who find them in a precarious place when it comes to technology taking over their jobs, is to be constantly learning and growing to stay relevant.  Read more about how you can stay relevant in the age of AI by Re-Skilling the Workforce to Prepare for Technology.

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Jennifer Budinsky

Director, Marketing Communications at Global Engagement Solutions
Jennifer Budinsky is the Director of Marketing Communications for Global Engagement Solutions whose mission is to help companies create engaging employee and customer experiences. Prior to joining GES Jennifer was the Communications and Marketing Manager at Green Living Enterprises, Canada’s leading cause marketing and event agency. She has a Master of Arts in Communication and Social Justice, and Bachelor of Arts Honours in Communication, Media and Film. She resides in Toronto, Ontario and spends her free time working as an actress on various television and film projects. Jennifer is an ambassador for encouraging people to create exceptional experiences in every aspect of their lives, from work to home to play!