Trust has been generative AI’s most formidable foe since the wunderkind tech first became a business tool. Consumers just can’t seem to cross that bridge when it comes to customer service, even with the businesses they’ve known and trusted for years. Chatbots got off to an inauspicious start with shoppers, and although they have progressed immensely, most of us still prefer human interactions.
New research from software marketplace Capterra affirms that while over half of U.S. businesses now use AI-enhanced customer service software, such as chatbots and virtual assistants, maintaining consumer trust remains a significant challenge.
Adopting AI should complement the customer experience, not hinder it
AI can’t fully replicate the human approach in customer services, and transparency around its general usage and data handling needs careful consideration. Companies dearly want to avoid declining consumer trust and customer satisfaction levels if customers feel their needs are not effectively or safely addressed.
According to the report, 61 percent say that AI-enabled software has positively impacted customers overall. The top three benefits of AI-enabled customer service include faster response times (55 percent), cost savings (47 percent), and improved customer satisfaction (27 percent). The top three challenges include maintaining customer trust (44 percent), ensuring accurate information (38 percent), and alienating customers (37 percent).
“Implementing AI into customer service operations requires a well-thought-out strategy to ensure a smooth transition and maximized benefits,” said Laura Burgess, senior analyst at Capterra and author of the report, in a news release. “Business decision-makers need to consider implementing steps to balance AI and human agents effectively to grow their business and keep customers.”
Companies who want to effectively implement AI into their customer service operations should:
1. Identify the strengths of AI and human agents
Allocate tasks more efficiently by leveraging AI for repetitive queries and humans for complex issues.
2. Train agents in using AI tools and handling data properly
Ensure workers understand AI tools and facilitate collaboration where AI provides relevant information and suggestions: 75 percent of customer service agents receive training on handling this sensitive data with AI.
3. Inform customers about AI support and how it benefits everyone
Transparency about AI’s capabilities and limitations helps set realistic expectations. Inform customers when they are interacting with AI and provide an option to escalate to a human agent if needed.
Customers need to understand that AI enhances their experience and provides seamless guidance, including connecting to a person when necessary. Customers are more understanding and patient when they know they’re interacting with an AI tool and comprehend its capabilities. Transparency and clear communication about AI usage can help increase its acceptance, learning curve, and comfort.
Despite concerns, the future of AI in customer service is bright
The future of customer service AI adoption looks promising, with employees believing that 52 percent of customer service inquiries will be managed exclusively by AI within the next five years. By integrating AI for routine tasks and reserving human agents for complex interactions, businesses can optimize resources, enhance satisfaction, build trust, and maintain operational efficiency.
