AI Can Rid the Customer Service Industry of Human Error
Introduction

Over the years, the customer service industry has developed and grown immensely. Despite all these developments, the issue of human error has persisted to exist. It’s an often overlooked but crucial factor that influences the overall efficiency of support teams and satisfaction of customers.
However, businesses worrying about the issue of human error may soon become a thing of the past. In this article, we will run through a few ways human error can cause problems in the customer service industry and how AI can solve them.

The role of human error in customer service

Everybody makes mistakes, nobody is perfect, it is what makes us human. But when it comes to customer service, customers are usually already unhappy and frustrated, so even a small mistake can result in bigger issues. Below are 4 ways human error could negatively impact your brand.
1. Miscommunication: Sometimes it can be hard for agents to fully understand customers as they are explaining their problem, resulting in longer response times and providing customers with incorrect or insufficient information.
2. Response delays: When customers contact customer support, they want an instant solution to their problem. The longer they have to wait, the more frustrated they get. Customers might see the delay as a lack of professionalism or knowledge on the company’s behalf, or that they don’t care enough about their customers.
3. Emotional responses: We’re all human, we all have our good days and our bad days. Agents are people too and dealing with upset and frustrated customers can take a toll on them. They may react defensively or lose their professionalism when dealing with irate customers.
4. Agent burnout: As people, when we get tired, our ability to process information decreases, causing us to make mistakes. Even the most experienced and professional of customer agents is likely to make a mistake when they are burnt out.

AI as a solution

Luckily for us, AI has the potential to address these pain points and rid the industry of these human errors.
1. Clear communication: AI systems can understand the context of a customer’s query and quickly analyze their vast catalogs of data, allowing them to provide the customer with a comprehensive and appropriate answer. They can utilize customer data to better understand customers, and AI’s ability to continuously learn and improve also makes it more efficient and less error-prone as time goes on.
2. Instant responses: AI models are able to instantly comprehend and reply to questions, giving customers quick responses to their queries. AI tools can also prioritize issues based on their urgency and complexity, ensuring that more high-profile cases don’t get overlooked.
3. Professional responses: AI models won’t get upset or react emotionally when dealing with angry or rude customers. It will provide customers with clear and professional responses over and over again without issue. AI’s ability to analyze customer data can also help provide customers with personalized support, keeping them happy and loyal.
4. Round-the-clock support: As machines, AI systems have no need to rest or sleep. They’re able to run 24/7, 365 days a year. They never need to take any holidays or sick leave, meaning customers will be treated to round-the-clock support whenever they want.

Conclusion

By incorporating AI solutions into the customer service industry, companies can tackle the issue of human error head on and significantly enhance the level of customer support they provide. Not only will businesses be able to improve the accuracy of the information they provide, but also provide customers with better, more personalized round-the-clock support.
That is not to say that AI systems will replace all human agents in the customer service industry, but rather that they can be used to help assist agents to provide customers with a better level of service while also making agents’ lives easier.