Customer Services have so far acted as a support system for businesses. It has been an outlet where users can interact with companies, get answers to their queries, and solve problems. It is prudent to say that this interaction plays a dominant role in influencing customer retention as well. Technology has advanced far enough to allow for AI-Human Collaboration in Customer-Service.
As per studies, 42% of users feel that good customer service piqued their interest in making purchasing action. The same survey also highlighted that 52% of users stopped buying from a brand after a single bad customer service interaction.
We may say that it is about how a brand leads it’s customer service interactions that impact its rapport with its customers. But lately, the service industry is facing a redundancy like never seen before. Studies suggest that 63% of users feel that customer services aren’t as fast or easy as expected by them.
This has caused many businesses to look out for ways to fill these gaps and optimize their customer service interactions. The biggest bounty, so far, has been the Human-AI collaboration, which has disrupted the way customer service traditionally exists.
The integration of Human-AI collaboration in customer services not only fills these gaps but also optimizes the performance of Human Agents. With this tech, human agents can now be relieved from simple and repetitive tasks. They are now free to handle queries that demand human emotion and empathy. Rest is taken care of by an AI-powered chatbot that works on Natural Language Processing (NLP) algorithm.
But is Human-AI collaboration the future of customer services? Well, it would be wrong to say that it’s not. Let’s take a look at why.
Saves Time and Offloads Human-Agents:
As discussed above, users expect a shorter wait time to get answers to their queries. A human agent is only able to handle 4-5 simultaneous chats single-handedly. Chatbots don’t have this limitation and can take care of several concurrent chats at a time.
What’s more interesting is that with AI-Human collaboration, human agents can handle at least eight to ten conversations between chatbots and customers. So, it largely depends on how brands train their bots and program them for different levels of queries.
Businesses can leverage the best out of AI-Human collaboration by setting levels to user interaction. The primary interaction may start with the AI-powered bot, which collects all the necessary user information and engages the users with basic queries until they request to get connected with human agents.
This way, businesses can offload repetitive, simple, or fact-based tasks to AI chatbots, which boosts the performance of human agents and scales customer service processes multifold. The human agents can now be free for queries that need human intervention and empathy. This leads businesses to effectively utilize their human resources, boost productivity, and save cost.
Makes Businesses Live 24*7:
Another benefit of AI-Human collaboration is that it enables businesses to be available for users 24*7, around the clock. There is never a fixed time when a user might face a glitch on the mobile app or website. They may face a glitch while making a payment or using any service, and they would definitely not like to wait until morning to get it solved.
Customers expect brands to be available for them almost always, whereas it is less likely for human agents to be available around the clock. Businesses can fix shifts, but that becomes very costly for small and low budget businesses.
This is where AI-Human collaboration acts as the game-changer. The AI chatbots can be live 24*7, which removes the problem of the unavailability of human agents. The users get an answer to their queries anytime they reach the brand, which further creates an excellent customer service experience.
Supplements Smart Business Decisions:
Artificial Intelligence has brought a disruption that is breaking all traditional norms. An AI-chatbot is not just software that interacts with users but also supplements how a human agent functions. It could be more like the bot assisting the human agents with the latest offers or details related to what the user is talking about. These real-time updates enable human agents to respond quickly and with the right sales pitch. The bot can also supplement human agents in decoding words, or phrases which might be challenging to understand. This way, AI-Human collaboration becomes a team game and lets businesses leverage the best out of every user interaction.
Understanding Users Better:
With the onset of digital communication, human agents now lack a voice or face-to-face interaction with users. This disallows them to build an emotional connection and understand the user’s contention. It’s more like not everyone is good at putting their emotions into words, and not every human agent can understand the feelings behind a written text message.
Consequently, this mismatch creates lousy user experiences. This, in turn, leads to complaints about the lack of empathy and timely responses from human agents, especially when the customer is upset or agitated. The AI-chatbots, in such cases, can analyze digital communication and pinpoint factors such as context and emotion. This enables human agents to understand the user better and approach the situation with personalized and empathetic replies.
The AI-Human collaboration, this way, creates an excellent customer experience and make-do for any factor upsets the users. All users need is that brands understand their pain points and provide timely solutions for the same. The AI-Human collaboration makes this possible.
Boosting Internal Service Mechanisms:
Brands, these days, put a lot of emphasis on stakeholder service as well. They aim to create a work culture that brings out the best of their employees and boosts organizational productivity. The AI-Human collaboration not only scales customer service but enables businesses to automate simple processes like installing MS Office is an employee’s PC or creating an RDP shared drive.
This enables employees to indulge and concentrate on more pressing work tasks and offload laborious and straightforward tasks to the AI chatbot. The bot also allows them to extract customer data, make reports, studies, and help in the decision-making process.
AI-Human collaboration is disrupting customer service operations. 64% of human agents with chatbots claim that they spend most of their time solving complex problems, whereas 51% without chatbot claim to be spending most of their time on mundane tasks. The concept is still new, but early comers and giants who have commendable customer service are looking out for ways to best leverage this technology for their businesses.
No doubt, the AI-Human collaboration boosts customer experience significantly. Still, the benefit will be for those who realize the potential and adopt this technology before it’s cliched like many others.