About 72% of people will leave and switch companies after a bad customer service experience, according to a Hiver report. A majority of your customers could be gone just like that.
All because they got put on hold too long or didn’t feel heard. But now, with artificial intelligence (AI) solutions getting better at handling customer interactions, it's time to figure out where it fits in - without losing the human touch.
Posted on November 13, 2024
AI in customer service is gaining speed for a reason. It’s your instant-response team, the one that doesn't take vacations or sick days. But what exactly does it do for your business? And how can you make sure it’s actually helping?
AI as the speed machine
If you’ve ever got frustrated waiting for an answer, AI gets it done - fast. No waiting on hold, no listening to elevator music.
An AI chatbot, for one, is akin to having an assistant you can depend on 24/7 and is ready to give instant answers, midday or midnight.
“Where’s my order?” - done. “What’s your refund policy?” - covered. You name it, AI handles it. And it’s quick.
With AI, it’s possible that every customer gets attention immediately, no matter how many are calling, emailing, or chatting at once. No long waits.
Personalized service
AI is getting better at making interactions feel a little more personal. It can recognize patterns: what products someone buys, how they browse your site, even when they usually reach out for help. With all this info, AI can make pretty good guesses.
If someone always buys a certain coffee blend, for instance, the AI might pop in with, “Need to reorder your favorite coffee?” Cool, right? But it’s not perfect. It’s more personalization-lite, compared to what a human can offer.
Cost savings for businesses
One thing AI does well? Cost savings. A lot of those repetitive questions that bog down your human team can be taken care of by AI. It’s not about cutting jobs but about letting your human workers focus on the bigger stuff.
The stuff that really needs their full attention.
Imagine how much time (and money) that could save… As you grow, whether you’ve got a handful of inquiries or thousands coming in, AI can keep up without a problem.
AI is cool, but let’s be real - sometimes you need a person. A real, live human who can listen, relate, and really get to the root of a problem. It’s the difference between texting and a face-to-face chat with a friend.
The power of empathy
People get upset. And when they do, they need more than a scripted answer. This is where human reps can step in and rely on their emotional intelligence. AI can give you information. A human can give you comfort.
A customer says, "Hey, I'm really frustrated because my order is late and it’s for a special occasion."
That’s when a human can respond with, “I’m so sorry, let’s make this right.” Followed by a genuine conversation that can ease the frustration of the caller.
More than simply fixing the problem, this is also about making the customer feel genuinely heard.
Complex problems? Humans handle it best
AI is amazing with routine tasks. But throw it a curveball, and it can struggle. A human can listen to the whole story, dig a little deeper, and come up with the best solution.
Humans know how to put together all the little pieces and connect the dots in ways that a machine can’t. They’ll understand context, nuance, and any hiccups in between.
Real connections build loyalty
People remember people. A friendly voice on the phone, a caring email, even a simple "How’s your day going?" can build a connection that lasts. Sure, AI can say all the right things, but it can’t laugh with you in the literal sense.
It can’t share a joke. And those little moments? That’s what makes someone come back. A personal touch that makes them feel valued, not just like a ticket number in a system.
So how do you use AI without losing that human spark? Here’s the trick: Use them together, but in the right way. It’s all getting the right tool for the right job.
Also read: The Power of AI-Augmented Human Virtual Assistants
Let AI take care of the basics
AI is awesome for quick, simple answers. Think FAQs. Think tracking numbers. Think basic returns and exchanges. Anything that doesn’t need much back-and-forth. This takes the pressure off your team’s shoulders and makes sure your customers aren’t waiting around for small stuff.
Bring in the humans when it’s personal
When things get tricky, emotional, or downright weird (it happens), that’s when a human agent steps up. They take care of:
Any complaint that needs understanding, not just info
Complex issues that need digging into
Anything emotional that AI just can’t read yet
This way, humans become your “super agents” who solve problems that actually need a person’s creativity and care.
Make sure AI and humans sound like they’re on the same team
You don’t want your chatbot sounding like it came straight out of a sci-fi movie, while your human reps are friendly and casual. Keep the tone consistent.
If your brand voice is friendly and warm, make sure your chatbot’s responses sound the same. It helps customers feel comfortable, no matter who (or what) they’re talking to.
Regular updates keep things fresh
Technology changes fast, so keep training your AI to improve responses and make them more accurate. And don’t forget about your human team. Keep them updated on how to work alongside AI, and how to handle the tough stuff AI can’t.
Theosym’s Human-AI Augmentation approach
For small businesses, finding that sweet spot between AI and human service is more important than ever. And that’s what our team at Theosym is all about. We offer cutting-edge tools that make AI work like a true extension of your team.
If you’re looking for skilled human virtual assistants, we can provide exactly that. We also equip them with the right AI-powered tools to handle their workload efficiently and empower them to prioritize tasks where they could use and hone their creativity.
It’s all about working smarter and making sure your customers always feel they matter.
AI has its strengths - it's fast, consistent, and can take on a ton of cyclical work. Humans have their strengths, too - they connect, they care, they solve problems with creativity. The key is using both to your advantage.
When you get the mix just right, your customer service becomes something special: quick and easy when needed, but warm and human when it counts.
With smart AI solutions like Theosym’s Symprise in your corner, balancing AI and human service is possible and simple. Let AI handle the mundane, so your people can do what they do best: make customers happy.