How Artificial Intelligence (AI) Destroys Customer Service: 4 Reasons to Rethink Automation

Artificial Intelligence (AI) is the new reality and has rapidly transformed several industries promising efficiency, cost savings and most importantly Excellent Customer Service.

Let’s see, however, the reality in relation to customer service, as it is very different from what is presented and often brings the opposite result.

In Customer Service, AI-based solutions such as chatbots and automated phone systems are the most popular, failing to deliver the service that each customer demands.

Below, I’ll share 4 reasons why AI can destroy customer contact and why businesses need to rethink the extent to which they rely on automation.

• Missed opportunity to impress the Customers and really communicate with them
  AI lacks the emotional intelligence needed to connect with customers on a personal level. Unlike human contact that can show empathy, impress, and provide comfort in stressful situations, AI-based systems often leave customers feeling frustrated and insignificant.
• Inadequate Problem Solving.
  When a customer comes into contact with any company it is because he wants to find a solution to what concerns him. Believe me, automated responses can’t solve the issue to any customer! On the contrary, they frustrate and anger him, so customer service and customer satisfaction due to AI’s inability to resolve complex issues is noticeably reduced.
• Customer frustration and negative experience
  Lack of understanding and personalization of AI can lead to repetitive and unproductive interactions, frustrating customers. People are frustrated when they can’t interact with a human, especially when AI fails to solve their problem. This frustration often leads to a higher attrition rate as customers look for companies that offer more personalized, human-centered service.
• Erosion of the company brand with impersonal contact
  The impersonal nature of AI can erode brand loyalty as customers no longer feel important. Human contact builds relationships, builds trust, and creates memorable experiences that AI simply can’t replicate. Treating customers as an individual, not as a number, is very important to gain trust. When AI-based interactions lack that personal touch, it can significantly reduce customer quality.

Now more than ever, the Necessity of Training individuals in Human-Centered Customer Service is a MUST.

AI has its place in automating routines, which is important in certain processes. But it can’t replace the unique value that human contact brings to customer service.

Investing in customer service training is critical for businesses that want to maintain high levels of customer satisfaction and loyalty.

Training equips individuals with skills to manage complex issues, show empathy to customers, and create personalized experiences that AI simply can’t deliver.

It’s time to redefine what we want to offer customers and work towards it.

By investing in training, companies can ensure that their customer service teams are properly prepared to provide the excellent, personalized service that customers expect.

Ultimately, AI is needed to complement, not replace, the human touch that is at the heart of all great customer service experiences.

If you want to invest and increase customer service to differentiate yourself significantly then you can contact us to organize a personalized training for your company.

Christofi Vasiliki
Applied Communication, Soft Skills and PR Specialist,
NAMA Certified: Anger Management Specialist
CCIS Crisis Intervention Specialist
Trainer & Coach