Artificial Intelligence Not Quite Ready to Replace Human Intelligence

With the advent of artificial intelligence bracing to replace human interaction, there are a few pitfalls to consider. There are some things that artificial intelligence just cannot do. Sure, it can provide basic information to help somebody solve an issue, although it cannot replace humans when it comes to solving more involved problems and maintaining the trust between consumers and corporations. Whenever people call to get information on a product, artificial intelligence can usually help with the available details to answer the question. When the matter becomes more involved, like checking for a lost payment or other specific questions, artificial intelligence may not be able to solve the customer’s issue. Then, if they must wait forever to speak to a real person, the company may lose that customer.

For every company that chooses to provide customer service through artificial intelligence, there should be an option to speak with a live agent. There is nothing more frustrating for a consumer than not being able to reach a representative if they have been unable to solve their problem without live help. Companies will lose business without this option. Everyone can attest to the fact that when their only option to get their questions answered is through artificial intelligence, they are often disappointed. This might save the company money in the short term, but they may ultimately lose business.

How many people have called for help with a product only to find a recording or prompt that does not provide the help needed to solve the problem? The frustration that causes can lead to losing that customer for good. Sometimes further research is required that artificial intelligence cannot provide and if that option is not available, the customer may just cancel the account. Nothing can replace speaking with a real person to get answers that a machine without logic cannot provide. If a company chooses to use artificial intelligence to provide customer service, they should always have an option to speak with a live representative to keep their business afloat.