Don’t Bet on the Bots, 4 Ways to Keep Customer Service Human

Automation can support and enhance customer service but it’s not substitute for the human touch PHOTO: trauma_j

Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise. 

The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more empathetic and knowledgeable customer service agents. 

Despite that sobering statistic, 32 percent of organizations plan to shift customer service from live assistance to automated service, denying customers the chance to more…

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