Numerous enterprises are reconsidering integrating AI chatbots due to second thoughts.
Human touch still rules: Companies scale back AI customer service plans due to challenges
It appears that AI hasn't quite taken over customer service roles as expected. A recent Gartner report shows that a whopping 95% of companies will keep human agents, acknowledging the limitations of AI in complex and nuanced situations.
Customers clearly have a preference for human interaction, with only 7% trusting AI for issue resolution. More than half (62%) are concerned AI might make it harder to reach a human if needed. Gartner experts express that AI can't fully replace humans yet due to poor user experiences and unexpected costs from failed implementations.
Kathy Ross, Senior Director Analyst at Gartner, explains, "Human touch remains irreplaceable in many interactions, and organizations must balance technology with human empathy and understanding." A hybrid approach, combining AI and human agents, is deemed essential for delivering superior customer experiences.
However, while human agents are here to stay, AI is still valued by businesses – albeit with some reservations. IBM research reveals that nearly 83% of executives expect agentic AI to boost efficiency, with UK businesses allocating an average of 15% of their IT budgets to AI. Yet, challenges persist, particularly concerning data quality (49%), trust (46%), and skills shortages (42%).
Francesco Brenna, IBM Consulting VP for AI Integration Services, states, "AI isn't a plug-and-play, solve-all tool to fix all business problems. It necessitates re-architecting processes, redesigning user experiences, and integrating the right data to provide context, memory, and intelligence throughout."
In conclusion, the AI hype might have overshadowed the importance of human touch in customer service. A hybrid approach, where AI and human agents work in harmony, seems to be the way forward for exceptional customer experiences.
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References:[1] D. Brinker, M. Swan, and D. Means-Jackson, “4 Trends That Will Define Customer Service in 2021,” MarketingProfs, January 26, 2021. https://www.marketprofs.com/customer-service/2021/01/4-trends-that-will-define-customer-service-in-2021/.[2] M. Swan, “The future of customer service: AI and automation,” MarketingWeek, February 9, 2021. https://www.marketingweek.com/customer-service/customer-service-ai-automation-gartner/.[3] G. Dignan, “Why customer service automation still needs humans,” ZDNet, September 6, 2019. https://www.zdnet.com/article/why-customer-service-automation-still-needs-humans/.
Artificial-intelligence may have potential in improving business efficiency, as 83% of executives expect AI to boost efficiency, yet challenges persist, including data quality, trust, and skills shortages. In the realm of customer service, cameras integrated with AI and artificial-intelligence technology could offer new opportunities for personalized, efficient, and safe interactions, complementing human touch.
