AI & Intelligence Augmentation

The Pros and Cons of AI Customer Service

Should you be embracing artificial intelligence (AI) as part of your customer experience?

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Your customer service team is experienced but burnt out. They’re becoming exhausted by constantly fielding questions about the same thing. You know you want to keep each customer interaction personalized, but finding the line between effectively, actively listening to customers and keeping them moving through the pipeline is becoming more and more difficult. Your customers are being hit with long wait times and are starting to wish they could find more answers on their own, and your FAQ section on your website just isn’t cutting it.

Enter AI.

AI technologies within the customer service sphere have the potential to do a world of good … or to seriously harm your company’s reputation. Here are a few pros and cons to consider before diving headfirst into the world of AI customer service.

Pro: Speed. AI chatbots are able to respond to a wide multitude of customer questions much more efficiently than a team of customer service agents. They’re able to get things done quickly, which your customers will certainly appreciate.

Con: Training time. Your AI program needs to be well-versed in the language of your customer so that your customers aren’t constantly hit with an obnoxious “I don’t understand” response.

Pro: Multitasking. AI for customer service can handle multiple customers at once. Your customer service agents? Not so much.

Con: The potential of losing that “personal touch.” Customers may get frustrated if it’s hard to get an actual human on the phone.

Pro: Savings potential in the long run. An effective, efficient AI program for customer service means that you may spend less money on the salaries of customer service agents overtime. Their ability to multitask means you’ll need fewer hands on deck. Instead of thinking “How much will this cost?” think “How much value will it add?”

Con: A larger cost up front. Implementing and training an AI customer service is going to take time, effort, and finances at the beginning.

Pro: Around-the-clock support. Instead of asking customer service agents to work 24/7, or having to pay for different shifts, AI can field questions and help customers at any time, day or night.

Con: There will always be situations when AI isn’t helpful. Whether it’s a complex problem or an extremely frustrated customer, AI simply can’t solve every customer service issue. That means you’ll still need to offer the opportunity to speak to a human at some point if you want to provide the best possible customer service experience.