Chatbots and Human Customer Services; Does Artificial Intelligence Replace or Complement Humans?
Whenever the topic of chatbots or AI in human customer service arises, a point of view is soon shared that AI and machine learning represent some kind of Armageddon for the jobs market. Conversely, others like myself, argue that they can enable people working in monotonous jobs to use this technology to up-skill, and to work in more analytical and more engaging jobs.
A recent report by Oracle, ‘What is the future role for humans in delivering customer experience?’ found that that 80% of businesses say they already use or plan to use chatbots by 2020. AI and machine learning are also being used by live chat agents, and by chatbots – with the latter using AI and machine learning to provide a 24-hour means for customers to access information and to perhaps resolve some of their queries. When a chatbot can’t help, then there is always the option of using other customer communications channels – including live chat.
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