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Digital Customer Service: ChatBots are to Quantity what Humans are to Quality
In a way, customer service and the principles behind it are timeless. A business builds a product or offers a service, consumers have questions, complaints, or creative suggestions for how said product can be improved upon, and the business receives those responses.
The way a customer has the ability to reach out to a business is a Soft Trend — open to influence by exponential digital technology; but the existence of the customer response is a Hard Trend — a future certainty that will always happen.
Because exponential digital transformation and the disruptions that occur alongside it are accelerating like never before, many businesses and organizations are utilizing Artificial Intelligence (A.I.), such as ChatBots, to handle the influx of customer service requests.
Humans Are The Customer
While A.I. applications are certainly a progressive way to address customer needs, there is a missing competency that I’ve discussed in other industries: the human competency, or the art of customer service.
