Myth vs. Truth: What You Need to Know About AI in Customer Service

McKay Borbon | Content Marketing Manager

According to Servion Global Solutions, AI will power 95% of customer interactions by 2025. That means it’s time to get familiar with AI, what it can do and what it can’t do. By understanding AI’s potential and its limitations, you can better position your company to take full advantage of the machine-learning revolution.

Here we debunk the five most common myths about AI in customer service. We reveal the truths and how AI can revolutionize your operations.


5 Truths About AI in Customer Service:


Myth: AI is less accurate and less capable than human agents.


Truth: There are tasks that AI does far better than humans—and vice versa.

AI processes large amounts of data and finds patterns. It follows advanced algorithms to identify solutions quickly and accurately. From locating a customer’s order to scheduling an available repairman to fix a device, AI can beat human speed and precision.


When trained, AI is capable of retaining knowledge and utilizing it to tailor responses that are personal and relevant to a customer. If a customer is inquiring about an order that was never delivered, for example, AI can find record orders as well as information such as how late the order is and how many times the customer has reached out to the company. This additional context can then inform the replies given to the customer. AI can complete such tasks in a matter of seconds, whereas it is far more time-consuming for human agents. Not to mention, it is simply unrealistic for humans to remember such a high volume of information.


But, human agents exceed AI in a few key areas, such as pinpointing customer emotions and knowing when to deviate from the standard response. That’s why it’s important to understand when to engage AI and when to use human agents. The system works best when humans and AI work in conjunction with each other and play to their strengths.


Myth: AI in CS functions without humans.


Truth: AI complements humans in CS.

AI by itself isn’t a customer service solution. But with AI and human agents working in tandem, it's the dream team. AI is a master of routine, tedious tasks, while human talent tackles more complex issues and can offer customers empathy.


AI can begin a customer chat and route the conversation to the best agent if needed.  AI can even listen to calls or monitor chats to offer human agents questions and solutions. With a blend of automation and human interaction, customers receive fast and personalized service.


Myth: AI gets smarter over time.

Truth: AI does indeed get smarter over time, but your organization can also be smarter about how it deploys AI over time.

AI that applies machine learning is able to learn automatically through experience. By integrating such an AI system into your current technologies, it will build its knowledge on your business and processes over time. AI is already able to expertly perform tasks at high speed, but through continued learning, it will refine its skills and deliver top-notch customer experiences.


As your AI takes its abilities to the next level, your customer support team will also advance their familiarity and understanding of the best ways to use it. This will allow your team to take full advantage of AI and reap the benefits.


Myth: AI will replace human agents.

Truth: Human agents are shifted to more complex, value-added responsibilities.

AI removes repetitive, transactional tasks. It frees human agents to work on complex or consultative tickets. It also allows your agents to help with larger-scale projects. For example, you can pull them into a committee for improving workflow or solving a complicated customer issue. Your agents will no longer get burnt out from repetitive assignments. Instead, they'll feel like they're contributing their skills and knowledge to progress the company.


While you may reduce the total number of agents you hire over time, you'll orient staff to become higher-level contributors. The change in how you use human talent mirrors the progressions we've seen in history with other tech advancements. The job of an administrative assistant looks different than it did 50 years ago, but there's still a need for the position. In the same way, customer service agents will still be necessary, but the scope will look different—and that’s okay.


Remember that AI can't replicate empathy and emotions. AI can't handle certain complex problems, especially ones that haven't happened before. You'll want to find a balance of AI and human agents along with a customer service workflow that supports a high-powered system. The goal is to keep customers satisfied and revenue rolling in.


Myth: Customers don’t like AI.

Truth: Customers often love AI – they just don’t know it.


Today, many tasks can be accomplished so well by AI, customers don’t know they’re not interacting with a human. Nor do they care as long as they’re getting the personalized answer they want in the timeframe they demand.

When AI is involved, customers often get responses and resolutions within minutes, instead of waiting for a human agent. They also have more control to direct the conversation and get their questions answered.


Because AI is faster and can handle certain tasks better than humans, customers come away satisfied. With a positive brand interaction, customers are more likely to become loyal fans.


AI is transforming how businesses handle tickets. By being on the cutting edge, you can discover the best capacities of AI to skyrocket ahead of competitors.




Additional Resources:

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McKay Borbon | Content Marketing Manager

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