AI technology has quickly changed the way businesses talk to their customers. From simple chatbots that answer questions to advanced AI voice agents that handle phone calls, you will now notice more and more companies are using these tools on their websites and to handle their phone calls.
While there are many benefits to saving time and money, there are still some concerns, especially from customers who prefer a human voice on the other end.
AI Offers Fast and Cheap Customer Support
One of the biggest advantages of using AI chatbots is how fast they work. Chatbots can reply to common questions instantly, without making customers wait. This is especially helpful outside of working hours, when human staff may not be available. AI doesn’t take breaks or holidays, so it can work 24/7.
AI agents are also far cheaper than hiring full-time staff. According to Juniper Research, businesses are expected to save $11 billion annually by using chatbots instead of call centre agents. For small companies with tight budgets, using an AI system can help offer support without needing to grow a large team.
Advanced Voice Agents
AI voice agents are also getting better. Some businesses are now recording the voice of a real team member and using AI to copy that voice, using startups such as InTouchNow. This means the same friendly and familiar voice can be used in phone calls, helping to keep the brand personal. You can also write scripts for the AI to follow, and it can handle different customer questions with ease.
Voice agents can give callers options like "Press 1 for billing" or "Press 2 for technical help." This makes it easier to direct people to the right answers quickly, without needing a full team of operators.
Not Everyone Likes Talking to Robots
However, not all customers feel comfortable talking to AI. Many still prefer the human touch. In fact, a survey by PwC showed that 59% of people feel companies have lost the human element in customer service because of too much automation. This can make people feel like they’re not being listened to properly.
Some customers get frustrated when they’re stuck in a chatbot loop or when the AI doesn’t fully understand their problem. This is especially true for older people or those who aren’t as confident using technology. For big companies, relying too much on AI can make it seem like they’re cutting corners or avoiding proper service.
A Good Balance: AI and Humans Together
The best approach may be to use AI as the first point of contact, but give customers the option to speak to a human if they’re not getting the help they need. For example, a chatbot could ask a few questions and, if the customer is still confused, offer to connect them to a real person. This way, businesses can still save time and money, but customers don’t feel ignored or stuck.
AI agents and chatbots can make customer service quicker, cheaper, and more consistent. But it’s important to remember that not everyone likes talking to machines. A balance between automation and human care is the key to keeping everyone happy.
