As technology continues to develop, growing increasingly complex and advanced, so too does artificial intelligence (AI). AI is transforming the way businesses operate globally, influencing how they interact with customers and how customers perceive them. While there is some general consensus that AI for productivity is beneficial, and AI for art is at best questionable, a noticeable gap exists in the world of customer service.
Today, more businesses are opting for cheaper AI-fueled alternatives to answering services and call centers staffed by real people, but at what risk? In this post, we’ll examine the role of artificial intelligence in the future of customer service, comparing it to that of live agents.
The Rise of AI in Customer Service
AI has been growing explosively popular over the last few years, and for good reason. In addition to the fact that different AI models continue to become progressively smarter and more complex with their computing capabilities, they can help alleviate a significant portion of business burdens. Employing an AI chatbot or phone agent can be more cost-effective when it comes to automating basic customer service tasks, like responding to questions on an FAQ or providing simple order updates. They are available 24/7 and can give lightning-fast answers (Forbes). Additionally, AI renders staffing concerns obsolete, as one AI platform can handle all your callers simultaneously. With all this versatility, it is no surprise that AI continues to grow more relevant in the customer service industry, especially for its future.
Where AI Falls Short
Despite its versatility and cost-effectiveness, artificial intelligence has its shortcomings. As AI grows in popularity, so too does the pushback for a more human touch. AI chatbots and agents are not yet able to adapt to changes on the fly, nor are they able to address upset callers with the empathy that they require to ensure a smooth customer service experience. It’s these emotionally-related gaps that current AI technology cannot hope to fill that cause concern for businesses, as they might find their overall business success will begin to falter as a result.
The Live Answering Advantage
Having a live person answer your company’s phone used to be a standard, everyday expectation. As IVRs and artificial intelligence began to expand, finding someone to speak to has become increasingly difficult in some cases. For many companies that employ a live answering service provider like Westpark Communications, they benefit from something that a cost-effective AI cannot give: the human touch. When a caller reaches out with a problem, a trained live agent can approach the situation with empathy and handle the resolution with care. The agent can ensure that the caller feels heard and that their unique problem is truly understood.
This is the type of personalized care that ensures each caller knows that their issue isn’t just “another ticket” in their system. Feeling cared for will lead to more positive customer experiences and first-time resolutions (FTRs) with good outcomes. More positive experiences can generate customer loyalty and better brand awareness, leading to increased sales and better ROI for the company.
The Hybrid Approach
For companies that aim to reduce workload and costs, there is the hybrid approach. Instead of pitting AI against Live Agents to see who can deliver the better service experience, this approach highlights the best benefits that each has to offer. Through the use of AI chatbots and agents, they can act as a more intelligent IVR, filtering calls, assisting customers with self-service, and appropriately flagging issues that require escalation.
For those calls that are especially tricky and require (or demand) a human interaction, this allows the caller to reach a real person. With the freed-up resources of having AI reduce the workload, live agents are more available and capable of providing consistent white-glove service. According to the global management consultancy firm McKinsey, consistency is one of the key factors in determining a customer’s satisfaction with a company and can lead to long-term success.
Conclusion
Given the apparent benefits of both artificial intelligence and live agents, businesses that strategically leverage both assets to deliver exceptional customer service will be those that thrive in the future of this digital world. Relying too heavily on AI can result in a decline in customer satisfaction, tarnishing the brand, and ultimately lowering sales.
Meanwhile, having your own in-house employees answering calls can stretch your business thin. In fact, when considering both options together, they complement each other quite well. That being said, don’t complicate your workflow with automation before you’ve mastered live answering. To discover how Westpark can deliver exceptional live answering and customer service to your company, contact us for a complimentary consultation today!