AI has become an integral part of the customer support team. According to data published by Hiver, “43% of companies are investing in AI for offering better customer support. They have experienced efficiency in handling multiple tasks and offering round-the-clock customer support.”
But, why is this technology gaining immense popularity in the CX industry? There can be multiple reasons for that, some of which are – the ability of AI to handle tasks faster than humans, answering customers’ queries quickly, directing them to the right agent, and more.
However, AI alone can not operate in the customer service industry. For the seamless functioning of the organization, an equal contribution of both humans and AI is required. In this write-up, we will understand the synergy of AI and humans in customer service.
How Can AI and Human Intelligence Work Together in the Customer Service Industry?
Man and machine can improve customer experience when working together with full potential. This synergy can be understood through a case study discussed below.
A few years back, John, a customer support agent was using multiple software on multiple screens and replying to each interaction manually. This method took a lot of time to wrap up a normal query call like checking the payment status and tracking the package.
In this scenario, the customer got frustrated because of the long wait for a simple answer. Here, John also felt disheartened because even after putting in effort he took a lot of time in fetching simple information.
After the intervention of AI, closing such conversations becomes simple. AI can handle normal queries using their NLP and existing data. As soon as the AI receives the query it analyses the intent of the conversation and emotion of the customer using sentiment analysis, based on which it offers a response to the customer. Cases in which callers need more information or further assistance, AI transfers it to the right agent using an advanced call routing system.
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Whereas, human agents take charge of nuanced conversations where more empathy and emotions are required. It saved the agent’s time and effort and offered the expected response to the customer without any delay. In this way, both humans and AI help in offering a better customer experience and more business success. These elements are complementary to each other when it comes to offering excellent customer service, but there are multiple parameters on which they differ, and a few of which are noted below.
Human intelligence includes empathy, emotion, and understanding which are essential for optimum customer service. Whereas AI in the customer service domain helps fasten the workflow, offers instant response, delivers quick results, streamlines the process, saves time, and more. Including AI in customer service is no longer a trend, it has become a significant element of evolution. Therefore, we cannot imagine today’s CX industry without these elements.
AI and Human Agents: The Future of Customer Service
Artificial intelligence and human intelligence together can bring a markable revolution in the customer service industry. The future of customer service is brighter when the strength of both elements is harnessed effectively. Businesses should use artificial intelligence and human intelligence in a balanced manner, and rely on innovative tools like Infibot offered by industry leaders like NovelVox. This tool is backed by advanced AI-driven technology that analyses customers’ sentiments and offers human-like assistance.
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In this evolving environment, customers are the true achievers, who will benefit from instant and personalized responses, and effective support delivered by AI and agents. The future of customer service is not about choosing between human agents and artificial intelligence. It is the amalgamation of technology and empathy, ensuring that customers are getting relevant and timely responses to their queries.
NovelVox specializes in providing unmatchable customer service solutions to contact centers. We are experts in integrating AI-powered solutions seamlessly into the contact center that takes business to the next level. Our solutions and services enhance customer experience and increase positive feedback.
