You would be hard-pressed to find a place today where you are sheltered from the discussion around the new developments in AI. From boardroom meetings to dinner tables to Facebook forums, the role that AI will be playing in society is at the forefront in everyone’s minds. In human-facing industries, some are wondering if it will take over jobs, others are interested in harnessing its powers for furthering their industries, but after some short research involving real humans (and one all-powerful AI bot), the results are in. And no surprises in the battle with the bots – humans win.
When one begins to look at the current advancements in the accessibility and usefulness of AI, such as ChatGPT, it is important to be able to discern the sustainability from the hype. While these technological advancements are groundbreaking, exciting, and revolutionary, in the customer experience industry we need to take a step back and remember who our customers are and what they want.
Our customers and clients are human beings who desire authentic human interaction.
We, at nlightencx., have been asked by many of our friends, clients, and associates about the benefits of using AI in our customer journeys. Over the next few weeks we will be exploring more about the pros and cons, and we will be talking to experts in the industries (maybe you have seen some of our chats with Futureworld International Co-Founder Anton Musgrave already). But to kick things off we spoke to the most important people – the customers.
When looking at the current customer service options available, it can be narrowed down to four basics: Human Interaction, Self-Help, Online Forum, or ChatBots. We took to our social media to see which of these options brought the best service and, most notably, the most joy during interactions. Out of about 100 responses, over 85% found the best service from human interaction, 14% from self-help and FAQs, and only 1% enjoyed interacting with ChatBots.
Now this is not surprising at all – but why is it that we will also err on the side of humans? The answer is just as unsurprising – because we are HUMAN!
