Conversational AI For Customer Service – Pros And Cons This Year


Conversational AI For Customer Service – Pros And Cons

In search of ways to streamline operations and customer services, more and more businesses have begun investing in conversational customer service. While we’re experiencing the digital boom, is it necessary for you to jump onto the AI customer service bandwagon too?

As with everything in life, there are multiple pros and cons of AI to consider. In this article, we’ll attempt to break down the good and the bad, but first, let’s take a closer look at the basics.

What is Conversational AI?

If you’ve ever asked Alexa or Siri what the temperature is outside, you’re already familiar with conversational artificial intelligence. This technology refers to the usage of data, NLP, and machine learning to enable communication between a human and a computer through communications such as speech and text inputs. These communications are made possible across a plethora of different human and computer languages.

Customer support AI, primarily known as live chatbots and virtual assistants, has now become an integral part of customer support services.

AI Pros

· Optimized Efficiency and Cost-Effective

One of the most apparent advantages of AI customer services is the tons of infrastructure and other resources that are saved and directed elsewhere. AI platforms and tools drive greater operational efficiencies. So, while they may have considerably sizeable up-front installation costs, it’s much cheaper than hiring humans in the long run.

· Better Engagement and Greater Revenue Generation

Customer service can make or break your business, and in this case, AI in customer service definitely makes it. From giving customers prompt replies to anticipating their inquiries beforehand, AI chatbots follow the instructions provided to the t.

· Access to Actionable Insights

Monitoring your user’s experience and generating data reports based on those interactions are great for highlighting common problems and understanding customer likes, challenges, and activities.

AI Cons

· Not an Adequate Replacement of Humans

This may seem obvious, but AI chatbots are humans. These systems are unable to improvise and decipher emotions, tones, or sarcasm, making it difficult for customers to engage in meaningful conversations regarding your product or service.

· Security Concerns

To understand user queries and reply accordingly, AI systems rely heavily on collecting data, which is why it’s extremely important for them to meet security requirements. If done wrong, sensitive information can be at risk.

Looking Ahead with Helpware

If there’s one thing we’ve learned from the post-pandemic world, it’s the importance of adapting to change. Whether we like it or not, algorithms and AI systems have taken over several aspects of our lives, and you can only expect to see more of it from here on out.

At Helpware, we believe that working together with AI has all the answers our customers are looking for – and we’re here to provide them.

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