Source | AMEYO : B Shaista Haque
Waiting in queue for long time or getting immediate assistance online.
Which one is a convenient option for you being a loyal customer to a brand.
Obviously, immediate response to query is what customers of new generation seek for. If we talk about quick resolution, there arrives the need for superior and extraordinary service. But, with the advancement in market place more focus is being paid to the intelligence and science behind smart technologies.
Robots and artificial intelligence have truly changed the realm of customer service. As businesses are moving more close to customers, it has become quintessential for them to deliver exemplary customer service which even differentiate them from their competitors. According to Gartner research, “89% of businesses will compete mainly on customer experience.” Gartner also predicts that “by 2020, the customer will manage 85 per cent of the relationship with an enterprise without interacting with a human.” But as the per the developers of AI (Artificial Intelligence), the main role of AI is to assist humans and not replace them.
Let us first understand why replacing human effort has been a discussion point for past few months. Before going further, let me ask you a simple question. Suppose you ordered food online and did not receive the same within time, what will be the first thing that you will do?
I guess I read your mind, you will simply give a call or chat with the customer service agent. Calling an agent might take time to fetch the reply but live chat provides you with immediate answers to your queries. Now, if you get a timely reply, you will simply feel awesome but what in case of no reply or delayed reply? This is where the presence of a Robot will affect the level of satisfaction you obtain from the conversation. With the use of Artificial intelligence you will be able to receive possible answers without the need of any human intervention. But as the matter of fact, you still would want to interact with a human when connecting with a call center over the phone so that you can easily make them understand your emotions, feelings and the cause of distress.
To explore galore of significant benefits it is necessary for call centers to try out new inventions but they should not become entirely reliant on AI and automation. If organization replace human touch, they might end up defecting customers to competition who might still be providing assistance through real time services. At the same time, it should be kept in mind that the impact of replacement will be huge affecting the entire call center workforce. AIso, artificial intelligence does not have the ability to understand human emotions and the intensity of conversations. Thus, artificial intelligence can be used to assist customer service agents for serving the increased demands of the modern era.