Companies are looking for areas to increase efficiencies to boost the bottom line, but one area that still requires a human touch is customer service.
We are willing to “press 1 for…” only so much.
“AI is really good for answering easy questions. They are very good for organizing and taking the friction out of the back end of an operation, but in the end people want to talk to a human being when there is an issue that needs to be resolved,” says Customer Experience Expert Richard Weylman, author of ‘100 Proven Ways to Acquire and Keep Clients for Life’ and is in the Hall of Fame for Customer Experience. When people want to vent, or need direction or counsel. He points to Amazon as a great example. Jeff Bezos has made a literal fortune by adding AI into his organization to increase efficiencies without replacing customer service reps.
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