AI is making a storm in many different industries, including customer service! If your organization is considering utilizing AI to improve the customer experience, consider the following –
1. AI can’t replace human connection. Have you ever heard a customer distressed after they can’t seem to reach a human to help solve a problem? AI is not improving that well-known yet frustrating experience. Some businesses can utilize AI to handle routine requests then send directly to a live representative for more complex scenarios.
2. Technology feels impersonal to customers. AI can sound and come across sophisticated, but we all know these automation tools are programed to demonstrate care, but customers logically understand that the robot their interacting with has no way to actually empathize with their situation.
3. Do AI solutions overpromise and underdeliver? Tech companies are investing in AI like never before, but that doesn’t mean AI solutions completely meet expectations. Most of us know what it’s like to go to ChatGPT for help and feel disappointed with the outcomes. Be sure any AI investments really can deliver on the high expectations before diving all in.
AI seems to be the future, but proceed with caution! There are still a lot of kinks to iron out, be mindful of limitations and your customer’s feeling toward interacting with AI tools before investing in top-dollar tech solutions that could result in more problems than solutions!
Want to talk about customer service problems in your company that might be solvable through traditional training? Schedule time for a complimentary consultation!