Chatty AI and the Future of "Can I Speak to a Manager?"
when AI tries to get too chummy, it seems the veterans of customer service can do better without the robotic pep talk
Coffee Guff
November 09, 2023
In the digital age, where 'ghosting' is not just for dating apps anymore, companies are eyeing AI chatbots as the new customer service reps. That's right, next time you're fuming over a botched order, you might find yourself venting to an AI that's as unflappable as a Zen master.
But before you worry about all the human customer service agents vanishing like dinosaurs after the meteor, let's all take a collective breath. Experts reckon that while AI might take a bite out of the customer service job market, it's not going to gobble the whole thing up. After all, sometimes you need that human touch, like when your Wi-Fi goes kaput, or grandma tries to return a toaster she bought in 1997.
Sure, Gartner's crystal ball sees a 20%–30% drop in support agents by 2026, but let's face it, AI still has the people skills of a moody teenager. Companies are dabbling with AI to handle the simple stuff, but when it comes to the big leagues, they're hesitating. It's like they've reached the edge of the AI pool and are dipping a toe in, but the water's still a bit chilly for the full plunge.
The tech's got promise, though. Some studies show it can make call-center ninjas even more ninja-like, boosting productivity without stealing their jobs. Yet, when AI tries to get too chummy, it seems the veterans of customer service can do better without the robotic pep talk.
So what's the deal? Well, companies love saving a buck, and AI is like a 24/7 employee that doesn't need bathroom breaks. Once businesses shake off their jitters and figure out how to make AI as charming as a seasoned salesperson, things might just "go crazy."
For now, customer service peeps can keep their headsets on. The future's a bit foggy, but one thing's clear: we're not ready to break up with human support staff just yet. Who else will understand your sarcasm when you ask, "Is this the part where I get transferred to someone else for the fifth time?"
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