Research shows that the implementation of artificial intelligence technologies in the customer service sector is not possible without human intervention or presence.
In recent years, the advancement of artificial intelligence has led many companies to carefully investigate how to handle customer service more efficiently and efficiently with the help of machines. According to the latest Report Gartner has invested around 55 percent of adult organizations to date on artificial intelligence, or by 2020. Many companies in various industries, from fashion and fashion retail H & M To the chain of health and beauty products Sephora Or food industry activists like fast food Domino , Currently use chats and other AI technologies to provide advanced customer service.
First, let’s have a look at the nature of the chatter: Chatboards (Taktab, Butt, Interactive Predator, Artificial Intelligence Personality) is in fact a computer program that transmits conversations from audio or text. The program is designed in a way that simulates human conversations in interactions (by passing the Turing test). Basically, chats are based on dialectical systems for various practical purposes such as customer service or data collection.
Almost all companies want to get their fast-moving AI trains. The main risk is that some companies may use artificial intelligence technology without any clear strategy and just by chance. Artificial intelligence can not completely replace all customer service activities. Some of the features and qualifications of humans are not replaced by any bot or algorithm. Therefore, all companies should focus on factors that are often overlooked in mapping the path to artificial intelligence.
The public does not fully trust artificial intelligence
Elon Musk The only one who expresses concern about the development of artificial intelligence. 72 percent of people are somehow afraid of artificial intelligence.
When it comes to food products, consumers tend to focus on branded products that are completely transparent about ingredients. Transparency is a very important element in all industries. As food manufacturers need to be transparent about ingredients, all companies need to be clear about the use of artificial intelligence in their customer service department. If business is not transparent about using artificial intelligence, consumers in other parts of that company will also be questioned.
In the context of artificial intelligence, companies need to be careful about how content is produced transparently. As Artificial Intelligence (AI) technologies display semantic cognitive functions, artificial intelligence will naturally (and inevitably) in some sectors reverse the result. Like what happens in 2016 for Microsoft And “AI” artificial intelligence chats. The chats, designed for young people aged 18 to 24, were cut down by Microsoft just 24 hours after launch, due to racist talk.
The ideal mode is that people determine the customer service sector of a company, driven by algorithms, humans, or a combination of both. They should know that the live chat they interact with is a whale or a human being or a combination of both. Transparency will lead to a positive customer experience. In cases where people do not agree on interacting with artificial intelligence, corporate secrecy and lack of transparency will result in much worse results.
Consumers want artificial intelligence to make their life easier
While 72 percent of people are somewhat afraid of artificial intelligence, 68 percent of them are more likely to have more interactions with this technology, if Artificial Intelligence provides them with more ease of life.
The purpose of companies to use artificial intelligence should not be to replace it with humans or minimize costs. Of course, the use of chats instead of humans will naturally reduce some of the costs, but artificial intelligence tools do not necessarily do things better than humans. If a bot has an incomplete knowledge base, it can not answer the customer’s questions correctly, which questions the validity of customer service. It’s even disappointing to think of a bot to a bot to solve a problem.
The best companies use artificial intelligence to find out the preferences of customers. Artificial intelligence should be used to personalize content and communication (in accordance with consumer tastes and preferences). Artificial intelligence tools must offer smarter, more personal, and more predictable experiences.
The need for human communication is not lost
Research shows that chats can only respond to 10 to 13 percent of customer queries without any human intervention. If companies have their own automated workflow that does not have any human presence, they will endanger themselves. 86% of consumers are hoping to improve customer service chats. In specific cases, customer service customer service interactions create a sense of empathy. For example, it’s unlikely that a dissatisfied customer would want to take back the money he paid for a product and would like to talk and talk with a bot. It’s a fact that nothing replaces human contact and communication.
Artificial intelligence has a huge potential, but responsibility for the consequences of its implementation lies with the companies. Artificial intelligence should never be used as a comprehensive or covert solution. Companies must commit themselves to have a permanent monitoring of the customer service segment that is run by machine learning and adaptive algorithms. As we said, one of the biggest possible mistakes is that a company will go for artificial intelligence to save on human resources. While these technologies will increase productivity, reduce errors and improve the quality of services, they will be greatly appreciated.