With the rise of chatbots we observed in recent years, 2018 would probably be the first year in which AI dominates the customer service sector. Analysts predict that AI-driven bots will deliver better customer experience than human interaction.
With the rise of chatbots we observed in recent years, 2018 would probably be the first year in which AI dominates the customer service sector. Analysts predict that AI-driven bots will deliver better customer experience than human interaction. Messaging platforms changed the way companies communicate with their customers. Only on Facebook Messenger, more than two billion messages are sent between the parties each month. Huge amounts are to be invested in technologies, which enable customers to approach service operators in an easy manner.
However, developers should not always try to design bots in such a way that they duplicate human interaction. The belief that humans deliver the best user experience is not completely true and creating chatbots that act like humans might not do the trick. Here is the crux of the problem: if developers create chatbots in such a way that they pass the interaction to a human agent whenever they need assistance, the machine-human interaction will provide the best customer experience possible.
You might be quite unsure about this statement but just think for a moment about the limitations of human-to-human chat exchanges. They have relatively open endings, human agents need more time to type answers, and agents do not always feel motivated to care about customers’ needs. They also have to go through various training. On the contrary, chatbots reply faster, can embed visual cues and prompt buttons, thus providing richer interaction. AI type faster because they scale their databases at high speed and find the exact information needed.
Every time a chatbot interacts with a human, its algorithms improve and the system learns. Machine learning is the key element of AI customer service. During interactions, machines learn the patterns of human behavior. This knowledge can be further used to predict needs. All this is impossible for the most of the human agents.
It is of crucial importance to any company to provide its customers with the best experience possible. Those who invest in smart technologies will do better than human-only services but delegating everything to a machine is risky. Companies should rather provide chatbots with escapes hatches, so agents could step in when AI bot cannot handle it anymore.