AI adoption into customer service systems and processes is on the rise. According to data released this year, 15% of all UK businesses have assimilated AI technology, with another 10% planning on doing so in the future.
In fact, 35% of businesses adopting AI solutions have stated that the purpose is to create cost efficiencies, with over half of consumers who are aware of using AI suggesting they do so in customer service.
Against this background, it’s easy to see why companies are increasingly incorporating AI in customer service. AI is established as a transformational tool, helping to enhance customer service processes, reduce costs and streamline operations.
5 AI Customer Service Fears And How to Resolve Them
AI chatbots are now a regular feature of customer service systems. Consumers and businesses alike recognise the benefits of integrating AI into customer service, speeding up responses, and resolving straightforward issues.
There’s no doubt that AI-powered customer service can boost performance, with NLP (Natural Language Processing) revolutionising the ways in which AI solutions communicate with customers.
We can see how consumers respond when they contribute online feedback about customer service on review websites, such as PissedConsumer.com. There are both challenges and opportunities when AI becomes part of customer service that should be recognised to ensure a smooth transition.
1. Cost of AI customer service
Some companies feel that the financial implications of implementing AI systems into their customer service are too high, even if they believe a particular AI solution will remove friction across the customer journey. It can be tricky to manage expectations and set realistic goals.
To address this concern, try:
- Implementing the right AI solution for your needs. Regularly updating AI customer service systems will benefit both your teams and your customers.
- Sharing transparent, reasonable expectations across the business. Keep checking in to track and reassess.
2. Negative impact on customer satisfaction
Customer engagement helps to sustain higher levels of customer satisfaction. Post pandemic, customers like acknowledgement and rapid response to queries.
Businesses may worry that AI automation removes some human touchpoints that help to flag and resolve issues. Without regular monitoring of AI processes, the concern is that customer problems are being missed.
To address this concern, try:
- Synthesising both AI customer service solutions with human teams to ensure there is balance. You can scale efficiencies at the same time as nurturing customer relationships.
- Leveraging customer data collated from your AI systems to enhance the overall customer experience and increase personalisation.
3. Robotic AI customer service
Consumers may feel detached from the customer service process if they interact with AI chatbots and don’t feel the personal touch when they need it.
To address this concern, try:
- Including conversational AI solutions within your customer service portfolio. This can ensure customers receive a more interactive response, helping to reduce friction.
- Maximising the information derived from AI solutions to support a better understanding of what customers are looking for and how to best direct them, to FAQ pages for example.
4. Going all in with AI
When a new technology is established, there’s usually a rush to implement and streamline operations. Some are cautious about automating large swathes of customer service as technical hiccups can occur and may be difficult to resolve quickly.
To address this concern, try:
- Providing a Plan B. Have backup options that take over if there is a glitch. Customer service teams can help consolidate and deliver a smooth experience for consumers.
- Consistent monitoring. Having actionable strategies in place if a problem crops up helps keep things on track.
5. Overlook real-time indicators
If you’re not fully aware of what is happening across your omnichannel customer service, then you may not discover worrying signals that stand out and need attention.
To address this concern, try:
- Being present where your customers are online. They may be leaving online reviews or communicating their feelings about your brand on social media. Helpful, timely support and clear interactions will reduce friction.
- Implementing smart systems that help you check and respond across multiple channels so customers feel heard.
The key to reducing AI customer service fears in your teams and your customers is tracking your feedback on review websites. Customer reviews can give you so much valuable insight into performance and what actions to take that will improve your AI systems in the ongoing customer journey.
Consumers may feel detached from the customer service process if they interact with AI chatbots and don’t feel the personal touch when they need it.
