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Half of companies planning to replace customer service with AI are reversing course
(www.techspot.com)
My company gets a lot of incoming chats from customers (and potential customers)
The challenge of this side of the business is 98% of the questions asked over chat are already answered on the very website that person started the chat from. Like it's all written right there!
So real human chat agents are reduced to copy paste monkeys in most interactions.
But here's the rub. The people asking the questions fit into one of two groups: not smart or patient enough to read (unfortunate waste of our resources) or they are checking whether our business has real humans and is responsive before they buy.
It's that latter group for whom we must keep red blooded, educated and service minded humans on the job to respond, and this is where small companies can really kick ass next to behemoths like google who bring in over $1m per employee but still can't seem to afford a phone line to support your account with them.