As we mentioned in one of our recent articles, the future of customer experience (CX) might be hidden in the increased use of AI within the workplace and processes.
The reality, however, is that balance is found exactly in the middle – human and AI. On one hand, AI can take away those mundane tasks from humans and allow them to focus on more creative, of added value, and collaborative work. On the other hand, humans can fine-tune the AI algorithm through feeding it more and more data and in the end obtain a machine that is so well trained it can even spot its own mistakes.
Apart from the algorithm becoming better day by day, AI can enhance the customer-brand relationship. Chatbots allow for customers to obtain immediate answers to their inquiries 24/7. By itself, AI is a great tool to provide customers with the immediate response or solution to their problem that they expect. However, it still lacks human ingenuity and real emotion. Many chatbots can be programmed to have enjoyable personalities, but humans still need to interfere to foster relationships, build trust, and provide compassionate services to consumers.
To make the most out of both speed and emotional connection, it is important that a business combines both AI and humans in its CX.
Let us look at two ways a collaboration between human and chatbot can benefit your business:
In most cases, customers are likely to engage with your brand in more than one place. They might opt to connect with the brand across the company’s website, app, social media channels, and customer service platform. By incorporating AI, a brand can help its business link all these channels seamlessly to create a rich omnichannel CX and interaction. This is possible due to establishing a sense that the brand’s individual channels such as – social media, email marketing, and support are unified and consistently functioning as one whole.
However, AI has not yet reached a level of perfection to be able to function by itself fully and sufficiently. This creates two problem areas:
Of course, these problem areas can easily be targeted and resolved through the gradual and constant feeding on data to the algorithm, making it better with time. Apart from training the algorithm, it is important for businesses to keep in mind that the human factor will always be a crucial part of success no matter how good the algorithm they employ is.
If you are looking for a partner to help you in providing great customer service to your clients, we are here to help you with that. Get in touch with us and begin your greatest CX today.