Do Customers like AI Customer Support? Find Out!

AI customer support is an inevitable move that most companies are turning to. Because of the quick advancements in technology, especially in AI, businesses understand that it’s important to utilize it wherever possible, even in replying to customers.

Customers are the core of any business. They don’t want to wait on hold, navigate through endless FAQs, or spend vast amounts of effort to get the support they need, and will switch to a more accessible competitor without hesitation, making how businesses use AI to get ahead paramount to their success.

Customers’ main aim is fast, efficient, and personalized services; the question is, what do customers actually think about AI customer support? Do they care if the support they’re getting is from a human or an AI agent? This blog is here to answer these questions and help you, as a business owner make an informed decision whether to invest in AI customer support or not.

Table of Content

1. Do Customers Care About Who They’re Talking to?
2. Why is AI Suddenly Becoming Important to Use?
3. What Do Customers Get When You Use AI Customer Support?
4. AI Customer Support with FlairsTech
5. FAQs

Do Customers Care About Who They’re Talking to?

To answer this question, it’s important to, as a business, think like a customer. For instance, users are primarily interested in finding solutions to their problems as quickly as possible, not necessarily who or what is providing those solutions.

In fact, 44% of people report being annoyed or irritated when kept on hold for 5 to 15 minutes. This shows that they care about the efficiency of the interaction, despite it being AI customer support.

Why is AI Suddenly Becoming Important to Use?

Some companies still don’t use AI for their benefit, claiming that it’s not important as long as their employees can do the job on their own. While this may be still efficient, it won’t be for long. If your company wants to stay relevant in a competitive marketplace, AI is the way to go.

For example, AI helps companies offer 24/7 support, instantly answering questions, which is something that traditional methods can’t match. Even when customers ask personal questions, AI customer support can offer personalized recommendations, remember past interactions, and provide tailored solutions.

Another important advantage that AI offers is cost-effectiveness; businesses that invest in AI support can handle higher volumes of requests without scaling up human teams. All of these reasons highlight why it’s important to invest in AI as a business.

What Do Customers Get When You Use AI Customer Support?

When businesses use AI in their customer support services, a lot can happen, taking your business to the next level. For instance, AI customer support can reduce response times from hours or days to minutes or seconds, giving customers immediate satisfaction.

Also, AI has the ability to pull from a vast database of information, making sure that customers receive the most relevant and up-to-date answers faster. AI helps businesses have chatbots and self-service options, allowing customers to find solutions on their own, at their own pace.

Why Should You Invest in AI As a Business?

There are a lot of reasons why you should invest in AI, especially AI customer support, including the following:

• Scalability: Because AI can handle increases in customer inquiries without compromising quality, your business will remain agile, responsive, and up to date.

• Improved Customer Satisfaction: With AI handling routine queries and allowing human agents to focus on more complex issues, the overall experience improves for the customer.

• Staying Competitive: At this point, not adopting AI in customer service means falling behind competitors who are meeting customer demands more efficiently, as many companies already integrate AI customer support.

For instance, at FlairsTech, we adopted an AI model that helps customers get all the information they need 24/7 in several languages, placing us at the top.

AI Customer Support with FlairsTech

FlairsTech prides itself on offering customer support services that are supported by AI. Our main aim is to keep up with the technological advancements that happen every day to make sure that our clients are satisfied.

With a 90%+ CSAT score, a 30%+ FCR rate boost, and a 30%+ quality score boost, we make sure that our customers get all the help they need all the time. Because we believe in the importance of AI, our smart knowledge base at our teams’ fingertips works as a coach that keeps your support agents informed all the time.

In addition, we are GDPR compliant, meaning that your data is safe with us. We are also certified in both ISO 27001 and ISO 9001, ensuring excellence in both Information security management and quality management.

If you feel like this is what your business needs, contact us, and one of our agents will reach out to you to help you get the service you want according to your needs and preferences.

At this point in time, customers do not care whether it’s a human or AI; all they care about is getting the best, fastest, and most efficient support possible. If your business is still not offering AI support, you’re missing out on the opportunity to meet these needs and stand out in a market that changes every day.

Sources: 

1. https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-fifth-ed.pdf

Frequently Asked Questions

1. Do customers prefer AI or human customer support?

Customers generally prioritize speed and efficiency over the source of the support. While many still appreciate human interaction, AI customer support systems are often preferred for their quick response times, 24/7 availability, and ability to provide personalized solutions.

2. Is AI customer support effective?

Yes, AI customer support is highly effective when it comes to handling routine inquiries, providing instant responses, and offering personalized assistance. AI systems can also quickly escalate more complex issues to human agents, ensuring that customers get the best of both worlds.

3. What are the benefits of AI in customer service?

AI-powered customer support systems offer several benefits, including faster response times, 24/7 availability, scalability, personalized services, and cost-effectiveness.

4. Do customers care if they are talking to AI or a human?

Most customers are more concerned with the quality of service rather than whether they’re interacting with a human or AI. If AI can provide accurate, fast, and helpful responses, customers are generally satisfied with the interaction, even if it’s automated.

5. Can AI replace human agents in customer service?

AI is not intended to replace human agents but to help improve their work. AI can handle routine tasks and basic queries, allowing human agents to focus on more complex or sensitive issues. This combination improves overall efficiency and customer satisfaction.

6. What’s the future of AI in customer service?

The future of AI in customer service is promising, with advancements in natural language processing (NLP) and machine learning making AI more conversational, intuitive, and effective. Businesses that adopt AI today are better positioned to meet the evolving expectations of their customers in the future.

7. How can AI help businesses save money on customer service?

AI helps businesses reduce costs by automating repetitive tasks, handling large volumes of inquiries without the need to hire more human agents, and offering self-service options. This leads to a reduction in labor costs while improving service quality.