AI Customer Service Bots: Good or Evil?

The growing trend of using AI customer service bots for customer service is as promising as it is controversial.

On the one hand, chatbots offer a wide range of benefits like relieving business owners from recruiting and training customer service representatives and helping them to cut expenses. On the other hand, most customers still prefer humans over chatbots, pointing out that chatbot technology does not provide good customer service.

So what is the future of artificial intelligence chatbots? To answer this question, let’s understand the basics of chatbot technology, find out how it works and how it can be used in business, as well as disclose the main pros and cons of using it.

How Do AI Chatbots Work?

When you chat with an artificial intelligence customer service bot, it breaks down what you say using a process called natural language processing (NLP) to figure out what you mean. The chatbot then finds the best response from its database or uses what it’s learned over time to answer your question.

As chatbots chat with more people, they get better at understanding and responding. Some are programmed with specific answers, while others learn from each conversation to handle new questions and improve their responses.

Why Do More Businesses Acquire Chatbots?

AI chatbots in business are often considered an effective way of saving money on managers and keeping customers satisfied with the service.

First off, bots are available 24/7, so they can handle a lot of customer questions and issues at any time, without needing constant human help. This means customers get quick answers, which keeps them happy and engaged.

Second, chatbots take care of routine tasks, so human agents can focus on more complicated problems. As chatbot technology keeps improving, they’re becoming a smart choice for companies that want to multiply their clients and retain the quality of customer help.

No surprise giants, such as Facebook and Google acquired AI chatbot startups in order to improve their services and keep them up-to-date. Was it worth it? Most likely, the answer is ‘YES’, since the adoption of chatbots by different industrial sectors is rapidly growing.

Can Chatbots Kill Customer Service?

Despite all the benefits, even the best customer service chatbots have their downsides. Most of the time they struggle with complicated questions or issues that need a personal touch, which can be frustrating for customers.

They also lack the ability to empathize or handle sensitive situations as well as a human can. Since chatbots work off pre-set responses, they might not handle unique or unexpected problems very well.

Plus, there are concerns about privacy and security because chatbots deal with sensitive info. Relying too much on chatbots might also mean fewer job opportunities for people in customer service roles. So does that mean chatbots will kill customer service?

Indeed, chatbots won’t kill customer service, but they do change how it works. The best approach is to use chatbots for routine queries and let human agents handle more complex interactions, ensuring a balance that enhances overall customer service rather than replacing it.

What Companies Already Use Customer Care Bots

When it comes to large companies whose customer base numbers in the millions of users, chatbots are a necessity. By reducing expenses on managers, companies save tens of millions of dollars monthly. Here are a few examples of companies that successfully use chatbots:

• Sephora: Sephora’s chatbot is an amazing example of using AI in e-commerce. It helps customers pick out beauty products and book in-store appointments. It gives personalized beauty tips and guides users through shopping, making the experience more enjoyable.
• H&M: H&M’s chatbot offers fashion advice, helps you find clothing items, and suggests outfits based on your preferences. It makes shopping easier and more interactive.
• Bank of America: Their chatbot, Erica, helps with a range of banking and financial services, such as account management, bill payments, and answering specific questions. It makes handling your finances quicker and more convenient.
• Pizza Hut: Pizza Hut’s chatbot simplifies ordering pizza. You can place your order, customize your pizza, and track your delivery all through the chatbot, making things faster and easier.
• KLM Royal Dutch Airlines: KLM’s chatbot, BlueBot, helps with booking flights, checking flight statuses, and providing travel info. It makes traveling less stressful by offering quick help and answers.

What Customers Think About Chatbots?

All in all, customers have mixed feelings about chatbots. On the positive side, many appreciate the quick responses and 24/7 availability that chatbots offer. They find it convenient to get instant answers to common questions without waiting on hold.

However, some customers get frustrated when chatbots struggle with issues going beyond something basic. Many prefer speaking to a human for more nuanced help or when the chatbot doesn’t understand their problem.

Overall, while chatbots can improve customer help, they work best when used alongside human support to ensure customers get the help they need.

Verdict: It’s Important to Find a Perfect Balance

Even though the adoption of chatbot technology by mainstream businesses goes ahead of customers’ willingness to replace fellow customer service representatives with chatbots, there is no doubt that artificial intelligence will definitely play an important role in improving customer relationships. Statistics show an upward rise in the use of chatbots, and the trend will continue to grow.

If you want to take your business to the next level, it is the right time for AI chatbot platform development. Also, if you are still doubting which one of the trendy techs will work best for your business, contact us with any questions. Let’s find a solution together.