With seismic advancements in AI already shifting many aspects of everyday life, there has been widespread and sometimes heated debate as to whether AI should be used to automate many business functions, including customer service, and what this will mean to people, their jobs and society at large.
Whilst it is recognised even by the most vehemently opposed to AI that the technology will, over time, weave its way in to every aspect of the contact centre and the customer experience, it is clearly sensible that time and care should be taken to ensure that the implementation and its effects are both considered and thought through fully.
Here are 5 considerations to be aware of when automating 24/7 customer service support using AI:
1. Reduced human interaction and empathy
Currently, AI systems struggle to handle complex or sensitive customer issues that require a human touch. This can negatively impact customer satisfaction as customers may feel disconnected and unable to establish a genuine connection with AI-powered systems. Certain industries, such as healthcare and rescue services, often require a human touch for effective communication and support.
2. Ethical considerations and privacy concerns
Implementing AI can raise ethical considerations regarding customer data privacy and potential misuse. AI systems often require vast amounts of customer data to function effectively, raising concerns about how this data is collected, stored, and used. AI algorithms also complicate transparency with data and can inadvertently perpetuate biases present in historical data, leading to discriminatory outcomes. When using AI, there needs to be transparency about when customers are interacting with an AI system versus a human agent.
3. Inability to handle complex issues
Virtual chat and helpdesks powered by AI are unable to resolve complex enquiries or complaints without human intervention. In scenarios requiring intricate problem-solving and complex understanding, human agents are often better equipped to provide effective solutions.
4. Potential for AI mistakes
While AI can provide fast and accurate responses for each queries, the technology can make mistakes and currently doesn’t have the capacity for fixing them without human intervention. AI errors can be difficult to detect too, and could result in serious consequences, like incorrect advice to customers.
5. Implementation costs and complexity
The initial investment required for AI integration can be substantial, which may be a barrier for small and medium-sized enterprises. Businesses need to consider not only the upfront costs but also the ongoing expenses for updates, maintenance, and training to ensure the AI system remains effective and efficient.
In summary, while AI can significantly enhance customer service efficiency, it should only be implemented after careful consideration of the potential drawbacks, such as the lack of human touch, high costs, data privacy concerns, limited problem-solving abilities, and the potential for mistakes.
We know that AI will eventually have a hugely positive impact on the customer journey but, for now, you still can’t beat the power of real people and real conversations, and long may that continue.
