The rapid advancement of artificial intelligence has businesses rushing to implement AI solutions for customer service. But I’m here to tell you that just because AI can handle customer interactions doesn’t mean it should in every situation.
My annual customer experience research reveals something crucial: 68% of customers—almost seven out of ten—still prefer the phone as their primary means of communication with companies they do business with. This statistic alone should give businesses pause before they fully automate their customer service operations.
At the same time, 34% of customers reported stopping business with companies that didn’t provide self-service options. This creates an interesting balance that businesses must navigate: customers want self-service convenience but also demand human interaction when needed.
When AI Shines (And When It Doesn’t)
AI excels at handling routine, fact-based inquiries that don’t require emotional intelligence. These include:
- Password resets
- Order tracking
- Appointment scheduling
- Answering frequently asked questions
However, humans remain irreplaceable for situations requiring a personal touch. No matter how sophisticated AI becomes, it cannot truly replicate human empathy and judgment.
Human agents are better suited for:
- Handling complaints
- Issues requiring empathy
- Complex problem-solving
- Situations needing judgment calls
- Communicating bad news
Consider this scenario: When a medical patient contacts their doctor’s office about test results related to a serious health issue, they almost certainly want to speak with a nurse or doctor—not a chatbot. Some conversations are too important, too nuanced, and too emotional for AI to handle appropriately.
Five Questions to Ask Before Implementing AI
Before rushing to automate customer interactions, businesses should consider these five critical questions:
- Is the customer’s question routine or fact-based?
- Does the interaction require empathy, emotional understanding, or judgment?
- Could the wrong answer cause problems or frustrate the customer?
- Would customers feel comfortable with AI handling this type of interaction?
- Do you have an easy, seamless way for customers to transfer to a human when needed?
That last point is especially important. Even the best AI systems need a human backup. When customers hit the limits of what AI can handle, the transition to a human agent should be smooth and immediate.
The key isn’t choosing between AI and humans. It’s knowing when to use each one.
Live agents can read customers and know how to effectively communicate and empathize with them. They can detect subtle cues in a customer’s tone or choice of words that might indicate frustration or confusion. AI simply can’t do that—at least not yet.
Finding the Right Balance
The good news is that AI for addressing simple customer issues has become affordable for even the smallest businesses. And an increasing number of customers are willing to use AI-powered customer support for the right reasons.
The smart approach is to view AI as a complement to human service, not a replacement for it. Use technology to handle the routine, repetitive tasks that don’t require a human touch. This frees up your customer service team to focus on the complex, emotionally charged interactions where they can truly shine.
Remember that technology should serve your customers, not the other way around. No matter how capable AI becomes, it should never come at the expense of the customer experience. The most successful companies will be those that find the right balance between technological efficiency and human connection.
