How do you see conversational AI changing the customer support landscape?

Question

Benson Gao · Accepted Answer

I'm not really interested in AI customer service. I have to admit, if I were the boss, I'd definitely have my company use it because it does cut costs and boost efficiency for human customer service. However, as a user, when I have an issue and want to reach customer service, I can't find it, which makes for a terrible experience.

Rahul Parmar · Answer

Conversational AI enhances customer support by providing instant, 24/7 assistance and improving response times, allowing human agents to tackle more complex issues.

Answer

Conversational AI is transforming customer support by providing 24/7 availability without the need for human agents to work around the clock, This constant availability reduces wait times for customers, ensuring they get help when they need it. In many cases, the AI can handle routine inquiries, leaving human agents free to tackle more complex issues, leading to more efficient customer service overall.

Annie Johnston · Answer

It is fast and cheap but sometime its not that one who can really solve issues.

Answer

Yeah, conversational AI is a game changer for customer support. It can handle way more volume at lower cost, 24/7. But companies need to make sure there's still an easy path to talk to a real human when needed, or else the CX will suffer. Maybe use AI to handle the simple, repetitive stuff and route the complex issues to human agents?

Hazel Victoria Ashworth · Answer

Conversational AI can definitely help streamline customer support and cut costs, but companies need to be careful not to over-rely on it. For simple, common issues it can work great. But for complex or unusual problems, frustrated customers will want to talk to a real human to get their issue resolved. The key is finding the right balance of AI automation and human support. Use AI to handle the easy, repetitive stuff and free up human agents for the high-value interactions that require empathy and creative problem-solving.

Christopher Allen Scott · Answer

I think conversational AI will streamline and scale customer support big time. It can handle common issues fast, freeing up human agents for complex cases that need a personal touch. But gotta make sure the AI is easy to access and not the only option, or else customers will get frustrated quick. The key is balance - AI should enhance human support, not replace it entirely!

Answer

Keeping up with algorithm changes has been a bid challenge. What works one day can tank your performance the next.

How do you see conversational AI changing the customer support landscape?

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