International Business Times. Is AI really improving customer service?
The rise of AI in reshaping the US economy is undeniable, particularly in its acceleration of the self-service trend. As businesses harness AI to improve efficiency and user experience, it begs the question: how are consumers truly feeling about it?
International Business Times recently explored the nuances of AI's influence in the self-service sector. Their coverage included insights from Vaclav Vincalek, the founder of 555 vCTO, who shed light on the tangible impacts of this technology for everyday consumers.
How are businesses using AI in customer service?
Many companies are hopping on the AI bandwagon for customer service, believing it can save them money and keep things running around the clock. They hope that with AI, customers can sort out their own issues faster and might just end up happier.
The shift to a self-service model, primarily powered by AI, is certainly proving to be economically beneficial for businesses. Vincalek said while AI tools like chatbots improve customer service interactions, their primary allure for companies is cost-saving.
"Companies are constantly turning to AI to improve customer service, sure – but the move is better for their bottom line," Vincalek said. "Take chatbots - AI beings that are there 24/7 to answer simple customer questions: 'What is your refund policy?' 'When can I expect my delivery?' 'Please choose from the following options.' With a chatbot, there's no need to hire an actual person to field calls for those questions."
Is AI really improving customer service?
While AI certainly can reduce the cost of labor for customer service, many customers remain skeptical of the tech. According to Vincalek, they frequently miss the genuine empathy of human interaction, feeling that automated responses can't truly grasp their unique concerns, which can lead to heightened dissatisfaction.
"Despite the perception that AI is there to improve customer service, we simply haven't reached that level yet," Vincalek adds. "That means consumers will be left feeling frustrated when trying to get any real help. Going through the motions of 'speaking' with a chatbot still takes time and will most likely lead to that chatbot saying, 'I'm afraid I don't understand. Would you like to speak with an agent?' If consumers click yes, they'll be met with either a long wait time or worse yet, 'Please call back during office hours.'"
Vincalek argues that old-school service desks still outshine AI when it comes to genuine customer care. He says by doubling down on real, trained humans, companies can truly tune into their customer's pulse and refine their service strategies.
555vCTO ensures your tech meets customer expectations
Features validation is pivotal when you're implementing chatbots or any other kind of AI in customer service. It's not just about chasing the latest tech fad or showcasing technical prowess.
At its core, feature validation is about truly grasping the desires and necessities of your users. The central question to address is: "Is this what our customers genuinely want or need?" This discernment ensures businesses deploy AI solutions that genuinely resonate and are beneficial.
Looking to implement AI into customer service or any other facet of your business? 555vCTO is here to guide you every step of the way. From delving deep into the market landscape and identifying potential risks to pinpointing the exact problems to be addressed and much more, we're your partners in crafting AI solutions that truly matter to your customers.
If you're navigating the intricacies of features validation, explore how 555vCTO can help.