Today, when we contact customer care for some queries, we have an IVR option that provides us with directions. If we are unable to get the solution from that IVR option, we are directed to a real customer care agent who talks to us and replies to our questions.
There is a high possibility that even those agents can become an AI. Customer support has become one of the most important things in any product company. The customer's satisfaction does not rely on how good the product is but how good the customer support is when there is a need. Building products that do not need customer support is just one extreme but there will always be a need and providing good customer support will only make the customers happy.
AI as customer care agent
This is something that might look odd right now but in the future, this will become very common. Even today if we are stuck somewhere we are able to get some assistance from Google or Chat GPT. There is nobody sitting there and providing us solutions but we still get our solutions. Similarly, if AI becomes the customer care agent and if the right questions are asked to the AI, I'm sure the answers would be self satisfactory.
Sometimes on some of the websites when I chat with the customer care agents, I always have this doubt as to whether we are talking to a real person or a bot. Most of the replies will have a pattern in it and we will be able to easily find out whether it is a bot or a real person sitting on the other side and replying to us.
We can expect the same thing from a voice assistant soon too. There are technologies available that can easily provide voice responses to any questions. If AI models are trained accordingly to address specific problems or to interact with the human beings, the interactions will be in such a way that we will not be able to distinguish between a real person or an AI voice. Imagine if we can interact with an AI similar to Jarvis or Friday from the movie Iron Man. It will be very hard to find out the difference.
Cost effective
If we can achieve customer care agents with AI, it will be a cost-effective solution for the company. Only for some critical needs, the customers should reach out to real humans. Otherwise, all other problems should be addressed by the AI and for most of the problems AI should be able to dictate a solution. Instead of having it like an IVR which is not very great, it can be fast and better with a speech-trained AI.
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