With technology advancing each day , AI has become more apperant in all spaces, even customer care. The pros and cons of this presence has become an ongoing discussion especially in customer service and that’s what we’re going to explore today.
Undeniably the presence of chatbots in customer care has it’s pros as it affords 24/7 availability for all customers and instant responses , additionally , it reduces costs of employees as the company’s staff will be less , moreover , it’s gives information more accuracy and no errors . Further more chatbots facilitate the collection of data especially customer data which could improve customer satisfaction . However , this domination of chatbots in our spaces have created cons as it makes humans more prone to getting fired or unemployment, furthermore , there’s a lack of human touch as AI lacks empathy which would make the customer feels less connected to the brand , lastly nothing could replace human interaction as it creates understanding and comfort that AI can not replace like using slang or speaking certain dialects , adding on , if AI is not well programmed it give misinformation or unrelated content. Besides , investing in AI is quiet expensive and could affect the costs of the company. In addition, chatbots are a safety and security hazard for customers as they would not fully trust AI which would lessen their satisfaction,
All in all these chats have their pros and cons and we can’t deny either as helpful as they are they could be harmful , companies should use them consciously and moderately to ensure customer satisfaction and company success.