Customer Service"
Artificial intelligence (AI) is changing the way nearly every industry operates. For businesses, it is especially useful in
providing customer service. AI has been on the scene for a while now, and it is common for people to interact with AI
for customer assistance. The benefits are hard to discredit: AI tools have bolstered customer service, improving the
process for meeting consumer needs.
One major improvement is the use of chatbots to handle customer inquiries. These AI tools reduce wait times by
providing instant responses to common questions. For example, online retailors use chatbots to quickly address
issues related to order status or returns, which saves customers from long hold times.
AI is also enhancing the customer experience through personalized recommendations. These tools analyze
customer data to determine individual preferences. They then suggest products or services that fit these preferences.
For instance, streaming services use AI to recommend shows and movies based on what viewers have previously
watched. In turn, this makes it it easier for users to find content they enjoy.
It is no wonder companies are turning to AI to streamline the customer experience. Without increasing costs, AI helps
businesses provide faster and more effective customer service. Despite these advantages, most customers are still
dissatisfied with AI providing these services.
One reason for this dissatisfaction is that chatbots struggle to “think” as humans when faced with complicated
situations. For instance, there are records of customers who spent hours trying to resolve an issue with a chatbot,
only to be connected with a human representative in the end. When issues are complex or unusual, a chatbot’s
programming can limit its ability to solve the issue. When chatbots are assigned to such issues, it ends up wasting
rather than saving customers’ time.
Perhaps the greater problem is that customers sense a lack of empathy when interacting with AI. The data shows
that customer satisfaction is highest when interacting with a human who understands their emotions and concerns.
While AI is getting better at mimicking human emotions, it not yet able to respond in ways that feel authentically
human. A recent survey found that 60% of participants felt frustrated when dealing with AI customer service because
it failed to address their emotional needs.
For now, AI continues to support rather than replace human customer service agents. AI can manage common and
straightforward tasks, which frees up human agents to focus on unusual or complicated issues. In practice, this could
look like directing simple account questions to chatbots while sending customer complaints to human agents. When
companies combine these resources, the result is better service that maintains a human touch.
Use the text to answer the question.
Which detail from the text supports the idea that customers dislike AI in customer service?
(1 point)
AI communicates poorly with human
customer service agents.
AI does not meet customers’ emotional
needs.
AI tracks customer data to make
recommendations.
AI responds rapidly to customer inputs.
1 answer
The detail from the text that supports the idea that customers dislike AI in customer service is:
AI does not meet customers’ emotional needs.
This is supported by the statement in the text that reveals a survey found that 60% of participants felt frustrated when dealing with AI customer service because it failed to address their emotional needs.
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