The Golden Mean Between the Human Touch
and AI in Live Chat Communication
Understanding the growth potential of artificial intelligence (AI) is a leading concern in a modern-day, post-pandemic business context. Forward-thinking companies believe in the power of AI to tremendously improve and transform the way they connect with consumers and increase profit.
Customers seek a superior experience with the brands and, therefore, require reliable, 24/7 support based on live communication options, technical support, and timely advice. AI plays a pivotal role in making these processes easier for both the firms and the clients.
However, AI's ability to entirely replace the human role in connecting with the customer is still an open question to discuss. Even with the help of an artificial mind and its vast opportunities, human conversation is imperative in building brand trust and customer loyalty.
So, what is the future of such intricate human-machine relationships?
Replacing Human Communication
Upholding efficient and prolific communication with clients today is becoming an even more challenging task in the rapidly transforming digital era. Considering the widespread use of AI-powered communication tools, it is indeed a feasible solution for modern enterprises.
However, with the increased implementation of AI, the human role remains uncertain. Is it ever possible to run the fully AI-controlled customer service without any human interaction?
What companies need to understand is that human intervention can never be excluded. Human agents in live chat communication with the real customers are essential due to a number of reasons:
- They secure uninterrupted customer service;
- They are better at interpreting the end users’ needs;
- Only human agents can connect with the client on a deeply personal level.
Challenges in the Era of Artificial Intelligence
Within the digital transformation of the current marketing environment, businesses need to develop and deploy AI tools and services that can tackle general customer issues in nearly the same way that humans can.
For successful AI-enabled interventions, customer services must be aware of several obstacles. They mainly include the typical challenges of data, computing, and talent availability that any company will face when applying AI. Some of the more basic barriers imply access, infrastructure, and financial resources.
Conversational AI: Chatbots
Chatbots are one of the many AI-based solutions for maintaining customer relationships. They are software programs that rely on Natural Language Processing (NLP). Chatbots provide a conversational experience for consumers using AI and NLP to imitate communication with real people.
Chatbots are essential tools in the company's digital journey and in delivering innovative, intelligent customer service. They cover different degrees of intelligence and capabilities, including answering questions or fulfilling the role of a service employee.
With a variety of applications, chatbots assist clients with information requests, reservations, or personalized tasks. Chatbots are endowed with sufficient capabilities to mimic different functions of the human brain.
AI vs Humans: Who is Winning the Game?
AI live chat communication and human-operated live chat indicate a long-term battle for the future of business communication. No matter how much the companies embrace new AI-generated customer services, they are still created and regulated by humans.
AI Communication Benefits:
- Faster replies
- Lower error rate
- Detailed answers
- 24/7 customer service
- Reaching beyond humans
Human Communication Benefits:
- Empathic approach and emotional connection
- Capacity to attend to specific enquiries
- Credibility
- Self-Innovation
- Spelling supremacy
Striking the right balance between AI chat and human-operated live chat abilities entails cooperation between robotics and human agents. There is no winner in the human vs. machine fight for clients. It is only a matter of lucid codependency. Let each of the solutions do their work and employ their best abilities. Either way, the ultimate goal is to deliver the best possible customer experience.
The Future of Human-Machine Interaction in Customer Service
Live chat communication can be considerably altered by AI contribution. Customer support teams must develop an enterprise-wide vision of substantial AI opportunities in transforming client communication.
Despite the powerful benefits of AI tools in communicating with consumers, the latter still wants to deal with real humans. The role of AI and ML will inevitably increase and completely redefine the nature of future marketing. However, it won’t eliminate the role of humans in building robust relationships with clients and driving brand loyalty.
Can AI Service be Fully Trusted?
AI-powered chatbots for client communication are developed to assist human agents because human-supported live chats are still the most influential customer service asset. Companies providing customer support or those seeking to improve their in-house customer service must aim for the right mix of AI and human interaction.
The current confrontation between AI and humans must end up not in a competition but a mutually beneficial cooperation to ensure the superior experience customers can have with the brands.