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Balancing Human and AI Interaction in Customer Service

Customer Service

With recent developments in artificial intelligence (AI), business owners are eager to explore all the possibilities for streamlining simple tasks and getting assistance on big projects. One popular way organizations of all sizes have implemented AI is by utilizing its automated response and self-service capabilities for customer service interactions.

It makes sense for any small business owner who already has a lot on their plate and is likely short-staffed to invest in these tools. However, an AI-dependent strategy has limitations, and putting a service into any confines can lead to frustrated customers, which is very problematic for your business.

The Cost of Unhappy Customers

You understand that part of growing your business is making customers happy, as you will likely reap the rewards of their repeated business. Furthermore, they will tell their friends and family about your business, helping you build a loyal base.

Giving each customer a smooth, positive experience should be every business’s top priority, as the fallout of a bad one can be very costly. Here are a few stats from Cogito on the impact one negative encounter can have on a business:

• 76% of consumers say one negative service experience would impact their decision to use the business again
• 61% said they’d consider other businesses first
• 15% said they’d never buy from them again

When you give a customer a nightmarish incident, not only do you close your business off to them, but you close your business off to the revenue from their future purchases and potential referrals.

Optimizing the Strengths of Human Interactions and AI Tools

To get the best out of both, you must understand what each has to offer. Join us as we dive deep into the strengths of real people and automated solutions.

Strengths of Human Customer Service

AI usage can save you time and money, but no one should underrate the quality support a human can provide:

• Empathy – A machine can’t experience frustration or sense confusion; only a human can, which is why they are best for assisting those who need more involved support. It goes a long way if the customer feels heard and understood.
• Flexibility and adaptability – A person is much better equipped to handle unforeseen or rare issues that involve complex problem-solving.
• Friendliness and personability – While consumers usually want quick and smooth experiences, some support situations end up being prolonged interactions. A customer having a pleasant encounter with an employee leaves a very positive, lasting impression.

Humans Are Best for Multifaceted Inquiries and Providing Deeper Knowledge

The human touch, for now, is still irreplaceable when it comes to more involved requests; 53% of consumers prefer to chat with a live agent via the telephone regarding complex questions or issues.

Plus, an employee who is experienced with the organization they work for can also offer deeper knowledge of the business’s products and services. Expertise in some industries — such as insurance or automotive — matters because it provides customers with better understanding and peace of mind.

Strengths of AI Customer Service

Below are the best aspects AI has to offer:

• Instant response – There is no waiting on hold to get help from an automated system.
• Handling a high volume of inquiries – If your business gets busy with questions or issues, an AI program can handle every inquiry at the same time.
• 24/7 service – AI tools give your customers a resource they can access every day at all hours!
• Providing results – An automated AI system can analyze any inquiry and respond with a vast number of solutions faster and more accurately than human counterparts.

Utilize AI for Simple Tasks

Smaller, more routine tasks are where AI programs shine; it’s truly why they were designed. If your business has a lot of simple inquiries — such as scheduling appointments or fielding frequently asked questions — it may annoy your customers if the only way they can handle them is to call someone when they would likely rather do it online.

A large majority — 81% — of customers prefer to figure out a question or solve a problem on their own before contacting an agent. A self-service option sourced directly from your business would be a great alternative to searching the internet for old reviews or forums.

While the human touch cannot be replicated, there are some scenarios where it shouldn’t be a priority. Humans can tire of tedious tasks very quickly. It also takes up unnecessary time, and as a small business pressed for time, you and your employees should be able to focus on other matters.

Provide Multiple Options

Each consumer has their preferences. Many do not have the patience to wait to talk with a human and want an automated solution, while others may find robotic AI assistants off-putting and not very helpful. There are also various different scenarios that each involve a different level of service. Adding dimensions to your experience is key and will lead to fewer frustrated customers.

Consider the omnichannel approach when designing your strategy. It provides consistency and multiple touchpoints to give customers a reliable and interconnected experience.

Find the Right Balance for Your Business

In this article, we have approached this topic very broadly; however, designing a customer service strategy looks different for every organization. Here are a few resources to help you develop one tailored to your business’s specific needs and situation:

• Try imBee, a leading chat-management platform, via a demo or free trial.
• Visit Sendbird to learn more about how they create customizable support experiences.
• Check out Intercom and its AI-powered features for customer service solutions.
• Read Customer Service Solutions for Small Businesses.
• Review Omnichannel Marketing For SMBs: A Starter Guide.

The end goal is simple: give customers positive experiences. However, finding the perfect balance between human and AI interaction can be very complicated. But, if you keep these considerations in mind, you’ll work out the right program in no time.

If you liked this article, learn more about how the American Independent Business Coalition can support you by visiting aibcoalition.com.

 

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