In recent years, artificial intelligence has seen groundbreaking advancements, becoming more accessible than ever for most businesses to set up and deploy for various functions.
The most budget-friendly updates to the technology, particularly for the customer service sector, came in the form of chatbot advancements.
Today’s AI chatbots use technologies like machine learning (ML) and natural language processing (NLP) to converse with customers more humanly.
Both of these systems allow machines to interpret and learn language the way people do:
ChatGPT, for example, uses these processes to interpret user prompts and respond with natural-sounding messaging.
AI is not a one-size-fits-all solution. Instead of one or the other, chatbots and human reps should help each other.
As the technology grows more sophisticated, chatbots will be able to respond instantly to a broader range of use cases.
However, a human touch is irreplaceable at crucial points in the support spectrum.
Chatbots won’t cut it when a customer is angry, dealing with a tricky problem, or navigating an irregular experience.
AI can say the words “I’m sorry,” but it can’t say them with the understanding and empathy a human can.
This difference can be a make-or-break moment when 80% of American consumers get frustrated with chatbots, leading to negative experiences and customers who don’t come back.
Instead of replacing humans with AI for these purposes, you should implement the technology to support them. AI can be a useful tool, working with your agents to make their jobs easier instead of replacing them.
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