It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.
Customers often seek out service because they have a problem and they want a person to empathize with them and make it right. Even with extremely sophisticated AI, a chat bot won’t be able to relate to a human experience, especially if it’s fueled by an emotional attachment.
So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful? Here are a few ways…
In the past year or so, several people I know have been looking for employment, and almost every one of them has at least one job search horror story to relate. Most of these accounts involve a disturbing trend among those who have positions to fill and there seems to be an arrogant lack of consideration for those they interview.
Despite the widely accepted tenet that “the customer is always right”, the reality is that the statement completely depends on who the customer is and how you define “right”.
Subscribe now to receive the latest industry news from TeamSupport.