Artificial Intelligence as an effective copilot to human intelligence in customer service

Did a chatbot greet you the last time you visited the website of your bank or raised a query at your favorite online food ordering application? Did a voice assistant play a significant role in your recent telephonic interactions with your credit card company?

In our evolving world, increasingly more of our digital experiences are touched by Artificial Intelligence (AI) and many industries are initiating AI tools to automate and optimize processes. Integration of AI in customer service poses one pivotal question: Can AI replace human interface?

In my opinion, the more important question is whether AI could replace human intelligence or is a balance between the two the key to ensuring efficiency in customer service, without compromising with the elements of empathy and ethical conduct? Let’s discuss the distinct advantages that Artificial Intelligence and human intervention bring to the table in customer service, and how the two need not necessarily be mutually exclusive.

The Role of Artificial Intelligence in Customer Service

Modern-day customer service models require the ability to tackle large volumes of customer queries, requests and grievances - areas where Artificial Intelligence holds significant potential.

●??????? Prompt and efficient responses: Customers are almost always in a hurry and strive for quick resolutions to their queries, requests and complaints. AI-driven customer service models have been designed to handle large volumes and reduce the time taken for each interaction. AI can potentially also facilitate the conversation in a language customers are comfortable with.

●??????? Consistency & Accuracy in handling customer queries: Another key element of customer service is consistency. Customers often seek clarity and consistency in their interactions with customer service teams/ tools. While a challenge today however, as AI matures, it is expected to, progressively standardize responses through algorithm-powered tools such as chatbots and voice assistants and potentially AI can play a positive role towards consistency & accuracy as it matures.

●??????? Cost savings and scalability: Controlling the overall cost of operations is a major goal for any business, and AI is an effective solution to this.

Why I believe AI Cannot completely replace Human Empathy, Expertise, and Experience

Although AI can significantly transform customer service, it lacks human intelligence, empathy, and the ability to apply context to a host of circumstances. When it comes to customer service, there is no one size fits all, and it is imperative to understand each customer’s grievance on its distinct merit.

Some impediments to AI becoming a replacement to human intelligence in customer service models:

●??????? Understanding context and circumstance: Human beings are dynamic and so are their circumstances and challenges. With the presence of a layer of human intervention in customer service models, organizations can ensure that customer interactions can be addressed with compassion and an understanding of the context. Even similar sounding queries can vary in meaning, depending on the age, socio-economic situation and emotional intelligence of a customer. Speech Analytics today is attempting to find the solution to this however, human intelligence today is some distance ahead in solving this. Even as humans are well suited to asking the right questions, this can however be augmented by using AI to summarize the information about the customer available with the Bank and hence potentially save time and resources and impact productivity.

●??????? Applying critical intelligence to each customer interaction: Another key reason why there remains a sizeable chasm between AI and its human counterpart is the difference in the capacities to apply critical thinking. While AI is restricted by its algorithm, human beings can apply critical thinking and creativity to varying circumstances.

●??????? Adhering to ethical considerations and customer privacy: There may be situations where customers’ concerns are sensitive and need to be addressed with utmost mindfulness and discretion. ?Adhering to ethical practices and ensuring data privacy are instrumental to customer service management, particularly in an age defined by an array of security threats. It is in these facets that AI is yet to catch up with human intelligence.

How AI can Be a good co-pilot to Human Intelligence in Customer Service

It is safe to infer that both AI and Human interface bring unique value in the context of customer service and I believe a feasible answer to the AI vs human expertise question is that both are not mutually exclusive ?and ?can have a seat at the table and complement each other to ensure a holistic model for customer interactions.

While AI can be used to tackle generic queries and processes, more complex and nuanced queries can be routed to a human customer service team. This way, organizations can attain cost efficiency in their customer service models without having to sacrifice key elements of empathy, integrity, and creativity.

It's all about attaining the right balance

As a co-pilot, AI enhances human productivity and quality by providing factual knowledge and assistance. This symbiotic relationship allows AI to complement human abilities until it can independently handle more tasks.

A hybrid customer service model that integrates AI and human expertise could be the way forward with a growing proportion of AI vs human interface though in the foreseeable future both will co-exist !