As Artificial Intelligence evolves, the BBC reports that humans are ‘not so optimistic’ about whether AI will replace customer service roles and eradicate call centres. But AI experts are keen to reassure sceptics that humans and AI can and will work alongside each other.
Being hesitant about the unknown potential of AI and its potential to make human jobs obsolete is understandable. But where customer service is concerned, AI will transform, but never replace. Even as AI evolves further, human oversight will always be essential for the ethical use of AI to deter bias, accuracy and ensure reliability, accountability, and nuance.
Jonny Murphy-Campbell, Commercial Director at Resolvable, acknowledges the fear of the unknown, but claims we must separate the fact from the fiction: “People are sceptical about the projected evolution of AI, but while AI can handle the ‘what’, humans will always be needed to provide the ‘why’ that comes from unique human experience, empathy, and judgement. AI is there to enhance human experience, never replace it. There’s lots of scaremongering discourse around the possibilities of AI integration in customer service, so it’s crucial to clear up any misconceptions.”
Resolvable tackles FIVE of the biggest myths around AI in customer service.
Myth 1: ‘AI will replace human agents entirely’
Fact: AI is designed to support customer service teams, not replace them.
Human customer service agents letting AI work for them enhances their own experience as an employee, and the customer’s. While automation can streamline processes like handling repetitive tasks and data-driven queries, AI will never advance to the point where human empathy, judgement, and emotional nuance is no longer essential.
AI is a tool to assist humans, not the other way around. When AI handles the repetitive, time-consuming mundane tasks, time is freed up for humans to focus on complex or sensitive issues.
Myth 2: ‘AI customer service is not personal’
Fact: Execution is crucial. When AI is integrated into systems without human oversight, that’s where personalisation can be eroded. When implemented by and alongside humans, AI can actually enhance personalisation – producing quicker and more tailored responses, and reducing wait times.
AI essentially takes out the bulk of administrative tasks, making the customer experience more efficient and stress-free, and freeing up time for humans to apply case-by-case judgement.
Myth 3: ‘AI Chatbots can’t be trusted to give accurate answers’
Fact: This myth requires more nuance, because it’s no secret that AI – especially generative – can magnify incorrect information and bias. However, in the context of customer service, this is where human oversight keeps AI grounded in real data.
AI customer service is not left to its own devices, it’s audited by human experts. Training and monitoring AI systems means responses are validated. Human experts should always take the reins, fine-tuning models based on real, human interactions.
AI and humans working alongside merges efficiency with unique human experience.
Myth 4: ‘AI will make human customer service agents obsolete’
Fact: AI is transforming customer service roles, not eliminating them.
AI is freeing up time for human employees to focus on more rewarding, fulfilling tasks that require skill and experience. The job evolves with the integration of AI as opposed to erodes.
Myth 5: ‘Customers don’t want to talk to AI’.
Fact: There’s undoubtedly misconceptions about AI bots and how they can benefit the customer. There’s stigma and fear associated with AI ‘replacing’ humans that makes many people uneasy.
The facts are that customers want efficiency – fast, accurate responses and solutions to their questions, concerns and queries.
We’re collectively increasingly using AI in our everyday lives, whether personal or professional, and becoming accustomed to it – reducing the stigma. When AI is equipped to solve simple queries with human intervention, customers receive responses that are efficient and have built-in empathy.