Human customer care and chatbots are going head to head. They can help you save up to 30% on customer service expenditures in some circumstances. However, this does not imply that they are vital or render human interactions obsolete. Many customers claim that they prefer humans to robots.
In a recent survey, about half of respondents in the United Kingdom and around 40% of respondents in the United States stated they would prefer to interact with a human agent. With so much conflicting information, deciding which side to support and campaign for can be difficult. Is the use of bots the key to providing outstanding service? Or are we talking about humans? When should a chatbot be used, and when should a human customer support worker be used?
Chatbots
Chatbots are typically designed to perform repetitive activities that may be performed using canned responses and a logical approach. In other words, chatbots are utilized in situations where a human agent’s empathy, intelligence, or superior cognitive abilities are not required.
The main advantage of utilizing an AI-enabled chatbot is that it responds quickly. Unlike human agents, who have built-in downtimes like working hours, breaks, leaves, vacations, and so on, chatbots work nonstop. They also respond to chat pings almost instantly.
Even the most productive human contact center agent can only handle a certain amount of chats at a time. More than three interactions may detract from the agent’s ability to focus and manage the customer issue appropriately.
On the other hand, a chatbot may handle as many chats as necessary without compromising the quality of the output. This is especially helpful in a call center since it would receive many calls every day.
Humans
Despite all of the advantages of chatbots, there are some situations where a human agent would provide a superior client experience. In a live chat setting, humans have innate skills that allow them to outwit chatbots or any other type of automation.
Emotions are a part of who we are as humans. Human operators have an advantage over chatbots when offering emotional assistance to users who are calling with critical customer service issues. They can utilize empathy to grasp how another person is feeling and thinking.
Their experiences shape a human agent’s customer service skills. They learn how to deal with enraged, dissatisfied, and concerned consumers. Even with sentiment analysis, a chatbot may not detect these minor changes in customer care.
Humor, sarcasm, rage, and other emotional characteristics abound in human relationships. Of course, sentiment analysis is gradually enabling chatbots to detect such nuances. When compared to the ability of a human contact center agent to understand human intonation in a discussion, they are still a long way off.
Chatbots or Humans?
A contact center is a business communication function in which a chatbot’s machine memory and an agent’s human abilities are combined to maximize business efficiency. Every contact center manager aspires to increase the FCR (First Contact Resolution) rate while lowering the AHT (Average Handling Time).
However, human agents alone will not be able to achieve this. They must be given the appropriate tools to automate the majority of the low-value tasks. To put it another way, chatbots may be used to segment the initial layer of client inquiries so that they can be routed to the appropriate agent or team of agents who are trained and skilled in handling them.
Chatbots can also be used to guarantee that the information provided to clients is accurate. In addition to customer-facing bots, the contact center staff can have a bot that provides information to the agent, allowing the agent to resolve the problem more quickly.
In a word, a contact center with only a chatbot cannot function optimally. It’s also not a good idea to manage a contact center solely with human agents. So that productivity can be maximized, and cost economies can be realized, there should be a perfect blend of both forces.
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