Have you ever been frustrated by a chatbot that didn’t understand your problem? You’re not alone. While AI in customer service is getting smarter, there’s still a time and place for human touch.
🤖 A University of Kansas study found that chatbots like ChatGPT excel at handling nonjudgmental interactions. As a result, in customer service, chatbots can help customers find answers to common questions or processes they might be too embarrassed to ask a representative.
However, some situations can trigger strong emotions, such as anger, and this is where a human representative can make a difference. If a customer faces a more serious issue, like a missing package, humans can provide the care and empathy they need.
🤝 By combining AI and human support, brands can build a customer service experience that’s both efficient and emotionally intelligent. The success of this approach depends on using the right resource at the right moment to meet customer needs effectively.
Can AI chatbots and humans work together to create the perfect customer service experience?
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