Customer service in transition: Why humanity matters
An exciting change is currently taking place in customer service: In the past, it sometimes took two weeks to get a response. Now, an AI responds immediately. 🤖
That sounds great at first, but just because the answer comes quickly and automatically now doesn’t mean it’s of higher quality or even of equal quality.
After all, the AI’s answer isn’t double-checked by a human. And that’s exactly what they’re trying to avoid – human intervention.
To provide a good answer, the AI must refer to a source – such as a knowledge base, documentation, or the code itself.
The result may be accurate, but the AI may also be off the mark.
The problem isn’t that this happens. The problem is when no one notices it.
The customer accepts the answer because it makes sense to him, tries his luck, and ultimately fails. Does he wonder whether the AI’s answer was correct? Or does he perhaps conclude that what he wants is simply not possible?
After trying it a few times, might he even come to the conclusion that the software just isn’t right for him?
Or here’s another example: The AI asks, “Are you satisfied with the answer, or should I forward the request to a representative?” and the customer says, “Please forward it,” but what happens? Nothing. Or they wait the usual two weeks for a response. 🫠
Where could we use AI in our customer service? As an intelligent answering machine outside of hotline hours or when all lines are busy.
The goal, however, would not be to provide a substantive answer to the question, but rather to forward the inquiry to our customer service team along with all the collected information so that one of our employees can call back.
Because for us at intratool, there’s no question that our service remains personal—both in emails and on the phone.
Our service has always been one of our top priorities, and it’s what we want to continue using to set ourselves apart from other companies.
For quick response times, high quality, and, above all, approachability. 🤝🏼