Whether you’re an independent business owner working in a small team or a multinational corporation, that trust is the foundation of your success.
AI is still an important business tool
It seems like every year, AI is touted as the solution to all our customer service needs.
And many companies have already adopted AI into their operations. A 2019 Gartner survey shows 37% of organisations have implemented AI in some form, an increase of 270% in four years.
So have businesses been sold a white elephant? Of course not. AI has its place in business.
54% of business executives say that the adoption of AI within the workplace has boosted productivity. It can handle repetitive data input, help streamline your lead qualification process and even help you better manage projects. But putting AI on the frontline to ‘interact’ with customers is a recipe for stale, impersonal service.
The most human business wins
As Mark Schaefer said in his classic book ‘Marketing Rebellion’, “The fact is, we cannot love a logo, a jingle, or a piece of branded content. But we can love a person.”
Since the dawn of business, the customer has wanted to feel heard. The number one reason customers switch to a new brand is feeling unappreciated. By implementing an automated solution to respond to your customers, you’re essentially leaving them on voicemail.
The user experience is the foundation of any business. 70% of the customer’s journey is based on how the customer feels they are being treated.
That’s true even for product-led companies where you can use the product without ever talking to an employee (think Netflix, Amazon, Trello). And while the best products don’t require much (if any) handholding, customers will always need support. And when that time comes, you need to be ready with real people. There’s a reason 62% of customers prefer human-to-human interactions through phone calls than to self-service (14%) or bots (13%) when dealing with issues.
Chatbots still fall short of true comprehension
Sure; automated solutions like chatbots, voicemail and IVR are constantly improving. The solutions available today come with plenty of options for personalisation, and these will undoubtedly continue to improve.
But chatbots still regularly suffer from miscommunication issues. They tend to have a limited range of responses and still rely heavily on users providing questions worded in a specific way. Of course, many communicate through a multiple-choice system. But that only works when the user’s question fits within the company’s pre-defined parameters.
Chatbots require pre-programmed with multiple options. But adding too many options in your chatbot can actually be counterproductive. Providing too much choice can discourage people from making any choice; what’s known as choice overload.
AI is supposed to reduce friction. Unfortunately, more often than not, it creates more friction.