Bot-based solutions and human interactions are now a necessity collaboration

While customer service has always been a priority of all the companies, it has to be the best to satisfy the customers. With this responsibility, there comes a matter of “speed”, i.e., the complaints to be resolved as soon as possible and services like these increase the company’s goodwill. The traditional method of customer service makes it impossible for people to call up and stay on hold in a long queue especially when it comes to new-age customers and Gen-z’s. But, bot-based customer support/chat box has made it easier than ever. According to a recent report by Accenture, artificial intelligence (AI) has the potential to increase corporate profitability by an average of 38% by 2035.

This new practice has not only enhanced the use of technology but also helped in building engagement with its users at every touch point. AI based customer-support has improved productivity of handling multiple queries at a single time and especially by giving a prompt response which is expected by the majority of the customers. By the time, the live-experience chatbots have become smarter as they gather more data of a particular customer with a better and a deeper understanding. According to HelpShift, a streamlined support system, 37% prefer an immediate response from a chatbot to waiting three minutes for human assistance. 

This is not it. With these advantages, there are a lot more cons that are faced because of AI chatbots by the companies and one of them is, it cannot be relied in terms of health care sector as it needs a closer attention to the patient’s detail and criticality which can’t be accessed through a script which bots work on. This also dissatisfies the customer as well as hinders the brand’s reputation and the loyalty of customer. The other disadvantage is, AI-bots have the same script and follow the similar protocol when it comes in responding immediately. According to a recent survey by HelpShift, 52% of Americans gave a “C” grade in terms of contacting the customer-service centre. Due to these restricted chatbots interactions, visitors choose to not engage with a robot and invest their time by not assisting their particular problem in their set of options. 

The solution to this “scripted-chatbots” problem is to have a collaboration of chatbots with the human support interaction and provide better services which will cover all the sectors, be it e-commerce, health or any other too. This won’t only change the method of replying to a prioritized problem which is more than censorious for the users but also the method of operation and the displacement of humans which have been made with the robots. While AI-powered solutions will improve the ability of processing the problem of a user, human interaction would make it possible to access it with extra information and provide a prompt solution to the customer without wasting their time for selection of the bot option. This overall change will not only enhance the AI solutions but also increase the engagement with a wider concept of employment and replacement of human interactions with robots which has been a threat for a long time. 

The article has been written by Mayank Jain, Co-Founder, AM2PM Support