Artificial intelligence (AI) vs humans for customer service


first_imgMaking a customer service call to resolve an issue can be a real drag. You know the drill: you wait for umpteen minutes for the next available representative as precious moments of your life tick away. When someone finally gets on the line, you may get the run-around, a rep with an attitude, or a transfer to customer oblivion. Who has time for that? Maybe that’s why artificial intelligence, also referred to as AI, has worked so well for situations like this.Artificial intelligence (AI) is the term that refers to machines that replicate human functions like learning and problem solving. Don’t worry; we’re not in a Will Smith “iRobot” circumstance, where the machines get so intelligent that they outsmart humans and turn on them. Well, not yet anyway. But you may find yourself speaking to a machine the next time you call for a customer service agent. It understands human speech, so an automated voice will ask you a question, and based on your response, it figures out how to best serve your needs.At SWBC, we see how AI technology is revolutionizing the customer service industry, making communication easier and speedier for customers and businesses. There aren’t enough humans to field the hundreds of calls that some companies receive in a day, so artificial intelligence is an ideal way to accommodate inquiries, questions, and concerns. Right now, businesses are using AI in two ways: as a conversational computer program that interacts directly with a customer without human intervention and as technology to support a human customer service representative. continue reading » 42SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblrlast_img

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