AI chatbots are everywhere. From addressing customer queries to handling transactions, they have taken self-service to the next level. But one question that crosses our mind is Can these AI chatbots replace human agents?
Let’s find out the answer and break down the myths of AI chatbots in customer support.
Where do AI Chatbots Shine?
1. 24 X 7 Availability: Human Agents can’t work round the clock, but when it comes to AI agents they are available 24 x 7. This ensures that customers’ queries are solved even at the late hour without overwhelming the support agents.
2. Handling Repetitive Queries: Support agents’ productivity is hampered by repetitive queries. Due to this, it becomes challenging for them to focus on complex issues.
On the other hand, with AI chatbots this issue has been resolved. These chatbots can handle repetitive queries such as answering FAQs, Resetting passwords, and processing basic requests.
3. Scalability: In larger organizations, the number of support tickets increases at an exponential rate. In such cases, the basic need is to solve the tickets in the shortest time possible.
AI chatbots are capable of handling multiple queries simultaneously making it easier to provide quick responses, thus reducing resolution time and improving efficiency.
4. Data-Driven Insights: Data-driven insights play a crucial role in decision-making for any business. These AI chatbots analyze customer interactions, provide analytics, and offer valuable insights into customer pain points and behavior. All of this information helps businesses make decisions that will help them grow.
Where do Humans Excel?
1. Solving Complex Problems: Although artificial intelligence has become advanced and chatbots today can understand the context behind search queries. In the case of critical cases, the customer would need a well-thought resolution, and it requires critical reasoning to address the customer’s queries. In such scenarios, for complex cases, humans excel by emotionally connecting with customers thus delivering responses based on their sentiments.
2. Emotional Intelligence: The cases that are likely to get escalated or that are already escalated, require an empathetic approach to make customers feel heard and valued. This is where humans excel, they can emotionally connect with customers thus delivering responses based on their sentiment.
AI chatbots are becoming emotionally intelligent, but they have yet to match the human level of emotional intelligence.
3. Building Relationships: Fostering relationships can build customer trust and loyalty. Human agents are good at building strong relationships with their customers. This is important for organizations to succeed in the competitive landscape. AI chatbots can address customer queries but they can’t foster these relationships.
The Future: AI & Human Agents Working Together
The best approach to make customer support successful is not AI vs. Humans but AI & Humans. On one side, AI chatbots can improve efficiency while on the other hand, Human agents can address complex issues and undergo high-value interactions.
Thus, we can say that AI chatbots are not replacing human agents so far but are assisting them to ease their burden. If organizations want to grow then they have to strike a balance between automation and human expertise.
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