Are Artificially Intelligent Chatbots taking Over Customer Service Industry?

A few years ago, I had a terrible experience with a customer service representative who was not only rude but also couldn't solve my query. Since then, I dread calling customer service. But, what if I told you that the traditional customer service model is evolving?

Enter AI chatbots.

Artificially Intelligent chatbots offer an improved customer service experience for the following reasons:

1. They operate 24/7 without any breaks.
2. They connect with customers on a personal level.
3. They are faster and more efficient than humans.

Let's look at some real-life examples of companies that have successfully implemented AI chatbots:

Swedbank

Swedbank, a leading bank in Sweden, introduced a chatbot that provides its customers with financial advice on savings and investments. The chatbot, called Nina, has rapidly become a hit among customers as it delivers personalized advice and operates 24/7.

Whole Foods Market

Whole Foods Market, a supermarket chain, has introduced a chatbot on Facebook Messenger that helps customers find recipes, locate stores, and even order groceries. The chatbot has reduced the waiting time for customers and provided a personalized shopping experience.

While AI chatbots have their advantages, they aren't perfect. Here are three critical comments:

1. They lack empathy and emotional intelligence.
2. They may not always understand customer feedback and context.
3. They require significant investment in terms of technology and training.

In conclusion, AI chatbots are the future of customer service. As companies aim to provide faster and more efficient customer service, AI chatbots are likely to become an integral part of their customer engagement strategy. However, companies should also recognize the limitations of AI chatbots and train their human workforce to supplement these chatbots effectively.

Reference urls:

• https://www.swedbank.com
• https://www.wholefoodsmarket.com/

Further readings:

• https://www.wired.co.uk/article/ai-chatbots-customer-service
• https://www.forbes.com/sites/forbestechcouncil/2019/03/08/chatbots-and-ai-changing-the-future-of-customer-service/#20cee9075c85

Hashtags: #AIChatbots #CustomerService #FutureOfService #ChatbotsTechnology #ArtificialIntelligence

Category: Technology