Customer Service Relationship Therapy: distrust between the customer and artificial intelligence
In the rapidly evolving sphere of customer service and customer engagement, artificial intelligence acts as a driving force shaping interactions between businesses and their customers. Once we perceived AI as a clear future (not only) of customer service, but now it faces skeptical eyes. Why don't customers trust AI and how to find a common language between the algorithm and the human factor in customer service?
91% of the 504 businesses that participated in the research expressed a positive attitude towards using AI to improve customer interactions. This sentiment reflects the growing trust in the potential of AI to redefine how e-commerce operates as a whole. The optimistic view from the business sector has met with more cautious acceptance from consumers themselves. Despite advances and potential benefits of AI in customer service, only half of the 1505 consumers surveyed share the same enthusiasm as business executives. The gap in opinions is rooted in consumers' distrust of AI, which many perceive negatively.
It's inaccurate and it doesn't understand me!
These characteristics are often lacking in us humans as well, but customers are relentless in their search for quick and accurate answers. If an AI system is not fed enough information and its "training" is neglected, it may have trouble understanding complex, unclear, or overly specific customer questions, which can quickly frustrate the impatient mentality of today's society. However, sometimes even we humans don't have answers to everything.
Who has ever seen someone talking to a robot?
Many customers, especially the "old school," prefer interaction with a human operator who can show empathy, understanding, and if skilled enough, also tailor communication to individual customer needs. AI still cannot "read between the lines" and gauge a customer's mood; it simply cannot yet fully replace the human element and empathy that come with a beating heart. While it handles routine inquiries with ease, more complex challenges sometimes require the creativity of a real operator. And so we stand at a crossroads where AI still has much to learn from its human teachers. Or rather – we must teach it ourselves.
Who knows where that data goes...
In an era of frequent digital data breaches, customers are more skeptical than ever before about entrusting their personal information. AI systems require access to a large amount of data to process requests, raising concerns about how this information is protected and used.
The robots will take over the world!
Artificial intelligence is also misunderstood by certain customer groups and often perceived as a threat from the future - some kind of robotic system that will replace humanity. This lack of information about AI mechanisms and transparency in processing can raise concerns, especially if customers do not know how their data is used or how the system reaches its conclusions. Providing clearer information about AI mechanisms and data protection policies can help increase customer trust.
What if I lose my job?
The expanding use of AI in customer service also raises broader concerns about automation and the potential loss of jobs. Customers who are sensitive to these social and economic issues may be less inclined to interact with AI, partly out of fear that they are supporting a trend that could negatively impact the human workforce.
Reverse psychology
Despite the concerns mentioned, there are many reasons why we should consider AI more as a friend - a helper, rather than a threat. When you show your customers how Alfonz Intelligent can work to their advantage and how to safely befriend it, they will also regain lost trust in technology. Why should you not miss your own Alfonz Intelligent?
Efficient quick fix, no waiting
AI can instantly process a large amount of information and provide quick answers to questions. This significantly reduces waiting times and allows customers to get solutions to their problems almost immediately. The efficiency of AI in processing standard requests allows customer service employees to spend more time on complex cases.
Open 24/7
Unlike human operators, AI doesn't need 3 coffees a day or 8 hours of sleep. It can be available anytime, day or night, and doesn't take sick leave. This continuous availability ensures that customers can get help whenever they need it.
Cinderella's slipper
Advanced AI systems can analyze data on customers' past behavior to provide highly personalized service that fits the customer like Cinderella's slipper. They can predict customer needs and offer relevant products, services, or information even before the customer explicitly expresses interest. The high level of personalization creates the feeling that AI truly understands the customer. Why is collecting and analyzing data, especially for e-shops, key?
Swiss watches (almost)
Since AI is not influenced by human factors such as lack of caffeine, sleep, hormonal fluctuations, or emotional involvement, it can provide more consistent and accurate answers to customer questions. This reduces the likelihood of errors that can lead to misunderstandings or customer frustration.
Detective Sherlock Holmes
AI is capable of quickly and efficiently gathering and thoroughly analyzing every step of the customer, including their feedback. This allows companies to quickly identify and address problems or opportunities for improvement. It's a bit like Sherlock Holmes of the modern era.
Digital Batman in your pocket
Advanced AI systems can provide enhanced security protocols, such as fraud detection and real-time transaction monitoring. This can increase customer trust in the security of their transactions and personal data.
Scalability and flexibility
AI can be quickly scaled up or down according to business needs, allowing for efficient adaptation to changing volumes of customer requests without the need to expand human resources.
Strengthen your business with a virtual assistant that never sleeps and is willing to help. Chatbot from ui42 uses the power of artificial intelligence to solve customer questions, streamline operations, and increase sales.
Relationship therapy: AI versus customer
Bridging the trust issue would require improving the communication between these two partners in their complex relationship. Trust is like paper, once crumpled it can never be perfect again. Therefore, it is very important to tailor AI to customer services, improve the accuracy and personalization of responses, increase transparency and data security, as well as offer customers the option to choose between AI and human interaction based on their preferences and needs. We are at a turning point that requires a strategic change. We are moving from traditional and highly costly contact centers to digital, AI-supported alternatives that save companies time and money. However, the biggest challenge is to adapt and align business strategies with consumer expectations and comfort with AI.
This difference is not just about accepting a new and at first glance perhaps somewhat dangerous technology, but also about transparency, understanding, and personal contact in services towards customers. Companies are trying to communicate more deeply and thoroughly with their customers, using artificial intelligence to collect and analyze these interactions to gain actionable insights into their business strategy. Such an approach can reveal customer needs and preferences, guiding businesses in refining their offers and operational decisions across various departments.
Consumer preferences and AI potential
The aforementioned study also reveals specific consumer preferences that could guide companies in their AI implementation strategies. For example, a significant majority of consumers saw that they are more likely to shop from companies that offer the option to send a question in the form of a text message in customer service, or have their AI system with a human supervisor. These preferences highlight the importance of personalization, efficiency, and the human element in AI-driven customer services. The preference for text messages as the preferred communication channel was also highlighted by Liz Ferriter, head of global business messaging partnerships at Google: "88% of internet users say they prefer to communicate with brands through messages compared to other communication channels. By 2024, we expect a significant increase in the number of sessions in messaging channels.
These findings emphasize significant opportunities that artificial intelligence brings in improving the shopping experience: from increasing the quality of customer service, through simplifying the purchase process through personalization tailored to individual customers, to (almost) magically anticipating customer needs. Recommendation systems powered by artificial intelligence can suggest products and services with a high degree of accuracy that customers really want and need, thanks to data analysis from their previous shopping behavior. In this way, they not only make shopping more efficient for customers but also provide companies with significant support in increasing click-through rates (CTR) and overall turnover. How we at ui42 helped increase the turnover of an e-shop using artificial intelligence and where you can use AI can be read in the blog by our co-founder and experienced UX designer Martin Krupa.
However, in the area of customer service, the key message is transparency: consumers and companies agree that it should be clearly communicated when artificial intelligence is used in interactions with customers. Pretending that Alfonz Intelligent is unprofessional and yet it happens in some cases.
To successfully bridge the gap that alien-scary AI brings, it is essential to find a harmonious balance between the drive of technological innovations and the irreplaceable human factor. Artificial intelligence should serve not only as a catalyst for efficiency and personalization but also as a link to preserving the authentic human factor in customer services. AI should enrich, not completely replace, the essential human touch, thus maintaining the still desired interpersonal connection even in the era of digital upheaval.
Would you also like to include AI in your customer service or automated recommendations on an e-shop? Contact us.
