Artificial intelligence is a trending topic in 2023 with the emergence of accessible AI tools.
Businesses and organizations are also keeping up with the trend, integrating AI technology into their processes to make operations more seamless and efficient. One function in which AI plays a significant role in businesses is customer service.
AI exists in almost every customer service channel we know today via chatbots, email auto-replies, and self-service platforms.
However, there is a limit to what AI can do regarding customer service. Human customer service agents still play a more crucial role in problem-solving, providing genuine customer care, and maintaining meaningful interactions.
In this blog post, we will discuss the advantages of human customer service compared to AI. We will also show you how you can elevate your business’s customer service with real human virtual assistants.
The Advantages of Human Customer Service vs. AI
As mentioned earlier, there is only so much that AI can do in customer service. You still need actual people to interact with your customers. For this reason, here are the advantages of customer service agents compared to customer service AI.
1. Humans are more capable of problem-solving
Although AI can assist customers with low-level concerns and FAQs, humans are more capable of solving complex and specific problems. This is the most unique trait humans have compared to AI.
Today’s AI is incapable of complex problem-solving, which is crucial in resolving high-priority customer concerns. Therefore, you still need actual humans to operate and manage such functions.
2. Customers still prefer people over bots
Customers with more specific high-level concerns would prefer assistance from an actual person than a bot. An AI can only answer frequently asked questions (FAQs) and resolve routine or low-level issues.
The reasons why customers still prefer customer service agents over AI-operated customer service are the following:
– Customers trust real humans more
– Customers feel heard and valued more when human customer service agents assist them
– Customers receive better solutions to their concerns from customer service agents
– Customers often get frustrated when communicating with a bot
– Customers crave a genuine connection with their chosen brand
These reasons lead us to our next point.
3. Humans are empathetic
Another distinct trait we humans have that AI lacks is that we are empathetic. Empathy is crucial in customer service. Customers choose brands that resonate with their character, personality, values, and beliefs.
Customer service agents are more effective in handling complex issues and disputes, especially those with an emotional component, as they provide a personal touch that AI lacks.
Customers want to feel that their concerns are heard and understood. This is where customer service teams come in. The role of agents is to help customers resolve issues genuinely, which leads us to our next point.
4. Customers choose brands that provide personalized customer service
Studies have shown that 50% of buyers now place more emphasis on customer service in their dealings with brands since the pandemic began. This means that customers prioritize customer service interacting with brands.
This effect caused 80% of today’s customers to choose brands with personalized customer service. Only customer service agents can give such solutions to customers.
5. Customer service agents learn and adapt quicker than AI
Customer service agents can use past data to learn from mistakes, adjust to new situations quickly, and discover creative solutions for customer inquiries without an established answer. Artificial intelligence, however, is only capable of customer questions that have already been answered in the past.
When it comes to training, it takes years for AI to learn a completely different set of functions. On the other hand, customer service agents can be easily trained for new tasks and cases in just a few days or weeks.
This means that whenever a customer reaches out with a more specific or complex concern, customer service agents can assist them personally based on similar interactions and queries from the past. Bots and AI are not capable of such complex tasks.
Elevating Your Business’s Customer Service with Virtual Assistants
People interact with businesses and brands through customer service. Artificial intelligence can help customers with low-level issues, resolve minor concerns, and answer frequently asked questions.
However, human virtual assistants that function as customer service agents can resolve high-priority concerns and complex problems.
AI cannot be the sole source of top-level customer support. To take your customer service to the next level, you need experienced virtual assistants on your team who can provide excellent support.
Synergist Corporate Solutions’ virtual assistants are not just limited to AI for handling customer service activities. Our experienced team is always working hard to ensure genuine customer care.
With us, you can rest assured that your customers will receive personalized attention and feel heard, valued, and understood.
Want to elevate your customer service functions and leave customers a positive experience with every interaction? Our customer service virtual assistants can make it happen for you. Get in touch with us, and we’ll help you get started.