AI customer support chatbots and other customer service tools are gaining traction. They’re fast, accessible, and available 24/7. While adopting some of these technologies has benefits, the value of human customer service is still essential.
Here’s why:
Humans provide empathetic support.
When customers feel upset or frustrated, AI can’t understand their emotions. Empathy, understanding, and kindness are often required in customer service situations, and only humans can provide those things.
When your customers reach CommAlert’s customer service agents, we ensure they feel heard and cared for. We’ll provide them with the information and services they need professionally and empathetically.
Humans can solve complex, multifaceted problems.
AI is an effective and efficient tool for solving straightforward problems. However, not every customer problem follows a formula or pre-programmed instructions. A human customer service representative can better assist when someone needs help with a complex and multifaceted issue. Humans don’t rely on programming and algorithms and can understand each customer’s uniqueness and challenges.
Sometimes, a problem requires a creative solution. A human customer service representative can get creative, brainstorm and think outside the box (and outside of program parameters).
Humans can personalize customer service.
Every customer is different and has unique needs, feelings, and ways of responding. AI can perform based on data and instructions but cannot pick up the nuances of specific needs. Human customer service professionals can also understand specific situations and get to know customers. Providing a personalized customer experience is essential for customer loyalty and retention.
Humans are also available 24/7.
AI chatbots can provide 24-hour customer service, and so can CommAlert’s call centre. Our highly trained, live agents are available 24 hours a day, 365 days a year. We specialize in after-hours call answering and will ensure each caller gets the assistance they need no matter when they need it.
Benefits of AI customer service support tools.
While human beings are vital to a positive customer experience, there is still a valuable and effective customer service tool. For example, in specific applications, they can offer a cost-effective self-service option for customers looking for straightforward information or answers to FAQs. AI chatbots can also handle a high volume of inquiries and provide instantaneous data and reporting.
While there is certainly a place for AI tools to support customer service, they still can’t provide the same level of service humans can. CommAlert offers a 24-hour inbound call centre. Our live agents will provide professional, personalized and empathetic support to every caller.
Learn about our call centre services.
