In the last decade, automation in customer service has greatly expanded, with businesses increasingly using AI to interact with customers. While this technology has led to more efficient customer service, it is essential for business owners to remember the importance of human interaction in building long-lasting relationships with customers. A Salesforce report found that 80% of customers consider a company’s customer experience just as important as the products or services it offers.
The evolution of AI in customer service dates back to the 1960s when IVR technology was used on a large scale to engage with customers. In recent years, AI has become ubiquitous in customer service as companies leverage machine learning and artificial intelligence to interact with customers. The Ultimate Customer Services Trends report predicts that 76% of customer experience leaders will incorporate generative AI into their support systems by 2024.
Despite the efficiency of AI in customer service, there is a widespread preference for human interaction among customers. A significant percentage, 49%, of customers do not like using chatbots and value the ability to speak with a human representative. There is a level of comfort in expressing concerns to someone who can empathize and provide a verbal confirmation of issue resolution. This type of nuanced interaction cannot be replicated by AI or chatbots.
Balancing automation with a personal touch is a challenge faced by businesses looking to streamline their operations. While AI can reduce costs and increase efficiency, it is crucial to maintain human elements where necessary, especially in businesses that prioritize personalized customer service. As interactions with AI become more common, customers will begin to expect a certain level of interaction, making it essential for businesses to incorporate human elements where appropriate.
To maintain a human-centric approach to automation, businesses should focus on training both their technology teams and staff on empathy in interactions with customers. It is important to ensure that AI is used as a supplement to human interaction, with human customer service specialists stepping in when necessary. Minimizing wait times for customers trying to interact with customer service can also enhance the overall experience and satisfaction with the company.
As technology continues to advance rapidly, business leaders must integrate smart technology strategically to enhance the customer experience while improving efficiency. Ultimately, customers will judge a company based on how effectively it uses AI to ease transactions while maintaining a personal touch. By prioritizing human interaction and using AI as a tool to enhance customer service, businesses can build long-lasting relationships and loyalty with their customers.
