Are AI chatbots replacing customer service agents?
Qudsia Ali
38 replies
I think, AI chatbots are automating customer service but aren’t replacing human agents completely.
What are your thoughts about it?
Replies
Muhammad Anees@m_anees
Yes, now there are so many popular AI chatbot that helps businesses to scale up and improve customer services. One of them is WorkBot. You can explore here https://www.producthunt.com/prod....
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WorkHub
I dont thibk so, they are just supporting tool.
Some are and will, but a key differentiator for brands in the future will be human to human contact. That said, I think chatbots will be better at replacing FAQs and baseline customer service. Much depends on the complexity of service needed and the nature of the business and the brand personality. And ultimately, what the customer wants....that's the main decider. Humans.
I get so mad when I see that customer service is a robot / AI, in 90% of cases it's no help at all.
WorkHub
@virginie_cazol I feel your frustration with automated customer service. It's disappointing when AI falls short. Your feedback is crucial, and companies are working on improving these systems. If you have specific suggestions, sharing them could help enhance the overall customer experience.
AI chatbots function best as supportive tools for customer service agents
I think they were replaced a long time ago... The real question is "how much of CS agents will they replace?". I'm seeing quite good phone calls powered by AI voice assistants, so...
WorkHub
@alvarovillalb_ Great observation! You're right on the money. It's not a matter of if, but how much AI will reshape the landscape of customer service. The rise of AI-powered phone calls is just the beginning of this transformative journey!
Zintlr
Yes, they cannot replace human agents totally!
It's the trend. We have a lot of Shopify/ Wix ecommerce clients on the platform. There are increasingly more exploration to chatbot. As long as they are accurate and fast. Key is to provide sales lift data.
SearchPie
Still not, people don't like if they can only ask on a list of questions or having the answer based on certain formulation. Especially for customer service, comprehension would be the most important thing
I think AI has definitely made self-servicing a lot easier. I've also been exploring AI software to automate insights from customer support tickets
Partially Yes
pcWRT Secure WiFi Router
AI chatbots are increasingly being used to handle routine customer service inquiries, but they are not completely replacing human agents. They work in tandem to improve efficiency and customer satisfaction.
WorkHub
@gracebates True! AI chatbots and human agents complement each other, enhancing efficiency and customer satisfaction. Finding the right balance is key. Well stated!
PixelFree Studio
I think so, too. AI is still a software. When your customers need more specific, individual solutions, then I think they need a human agent for support.
WorkHub
@mighty_muddy Absolutely spot on! While AI is incredible, the human touch brings that personalized magic for those unique customer needs.
My experience working with companies in Europe is that AI Chatbot are replacing Level 1 support which is basic support like standard troubleshooting and addressing common questions.
However, most targeted questions (level 2/3) are often still routed to real agents with the proper expertise.
That will vary based on the industry and the company but that is what I observed over the past year or so
WorkHub
@gael_grosch Spot on! AI chatbots ace the basics (Level 1), while real agents step in for the nitty-gritty (Level 2/3) expertise. It's a dynamic duo in customer support!
Maika AI
AI chatbots excel at handling routine and straightforward queries, providing quick answers and basic support. However, when it comes to more complex or emotionally nuanced issues, human customer service agents still offer empathy and understanding that cannot be replicated by AI.
To some extent yes.
As I know, AI chatbot are getting better, but at present they cannot replace all customer service staff. Chatbot can help with existed documents, it cannot solve complex situation.
They cannot replace customer service agents
No, AI chatbots are not replacing customer service agents entirely. While they can handle certain tasks and inquiries, they may lack the ability to be as direct and understanding as humans, making them less effective in certain situations.
WorkHub
@hiep_nq Valid point. AI chatbots, while handling tasks, may lack the directness and understanding of humans, making them less effective in certain situations. Achieving a balance between AI efficiency in routine tasks and human empathy is crucial for a well-rounded customer service experience.