One of the most hotly debated topics in recent years has been the impact of artificial intelligence (AI) on customer service. With the advent of AI-powered chatbots, brand interactions and customer experiences have taken on new dimensions.
As per Chatbot Life, an estimated 85% of online visitor interaction was handled without human intervention in the year 2021. The writing is clearly on the wall. Chatbots are now an essential part of the sales and marketing process. Currently, chatbot systems based on AI are designed to provide a more authentic real-life conversation experience and intelligent exchanges.
Ai In The Intelligence Of Chatbots:
Chatbots are exactly what their name implies—software created to communicate with people, carry out simple tasks, and imitate discussions in accordance with predefined criteria. With the advent of AI, a bot may now gain knowledge from human interactions, enabling it to manage more complicated discussions and exchanges and carry out a wider range of pertinent activities.
A chatbot could previously only ask you for your name and reply to straightforward responses. Integration of AI in chatbots has meant prospects have become qualified leads, schedule demos, cancel memberships, close accounts, and upgrade plans all without the assistance of a human.
Now with AI and associated technologies, chatbots can now address multiple variables and are more aware of context. Bots can recognize emotional states at various conversational levels (to some extent). Emotional intelligence is the idea of recognizing and grasping emotions and responding to them.
Humans vs Chatbots:
There is always a curious case of humans vs chatbots that is always intriguing. Do chatbots have an advantage over people when it comes to offering intelligent conversations and customer service? Let’s take a quick look at the customer service features offered by both parties and the advantages they are anticipated to supply in an effort to produce an answer. Suppose, when a customer inquires about their problem, it is natural humans have the ability to comprehend by probing questions. They are more mindful of the problem at hand because it is easy for them to veer their responses based on what best fits the situation. But that does not mean chatbots do not have the ability to match humans in this regard. In fact, currently, ML, which is powered by advanced algorithms, has enabled chatbots to improve their capabilities with each input. This, in combination with NLP, has meant chatbots have reached a whole new level of humanity. NLP chatbots have improved the bots’ language knowledge through complex natural learning technology. This has provided it with more options and more accurate results for the user.
Also, it is worth remembering that, a human, no matter how diligent, cannot handle hundreds of queries at once. On the other hand, a chatbot can operate indefinitely and handle multiple requests intelligently at once. Also what is interesting is that although humans can handle conversations more naturally, they are not capable of speaking and conversing in all languages. Intelligent conversation lies in the ability to understand all languages, which is something chatbots are able to do seamlessly unlike humans.
Reality and Conclusion:
Chatbots are a trend that will most likely continue in the near future. With technology improving day by day, it is more likely that chatbots only keep improving in terms of offering intelligent conversational services. AI and associated algorithms have already enabled chatbots to mimic human agents. This combined with the fact that chatbots can handle multiple queries and come up with intelligent responses makes them edge out human agents in terms of humans vs chatbot debate.
Yet, it is also to note that for many customers, online interactions remain a minefield. Trust is a major issue when doing business online, and many customers still prefer human contact. This is why the smartest way to go forward could well be to complement the team of the two.
Although artificial intelligence (AI) is the future of business, humans as customer service representatives will always provide the unique personalized touch that modern customers appear to value highly. Chatbots will not possibly completely replace humans in the customer service industry, but a complementary team of the two will undoubtedly result in improved customer service experiences.
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