While integrating artificial intelligence in customer service is indeed helpful, let us not take out the fact that it has limitations too. If you’re thinking of making the switch to AI and replacing your human customer service representatives, here are a few things you should be aware of:
Customers want to Talk to Humans
There’s no doubt that AI can be a helpful guide to customers, there are some situations where customers want to talk to a real person. You can use AI to direct those customers to human representatives and let them know they’re available.
AI isn’t Good Enough yet
AI is still new, and while it’s improving all the time, there are certain situations where it’s not able to provide the best customer service experience.
This means that as you’re implementing AI into your customer service operations, you’ll need to have a team of human customer service representatives ready to help.