discuss Chatbot vs Human customer care

[Oshawott]

Many companies are now trying to lay-off human customer care agents and replacing them with AI chatbots in the name of 'optimising customer experience and streamlining operations and expenses'. However, as a customer it ruins my experience because I cant talk to anyone or ask an out of the blue doubt regarding goods/services as I am constrained to choose from any one option from a list of pre-filled options.

However, as an owner of a business agency, I also feel that chatbots help reduce 'cost'.

How do we fight the right balance between the two?

 

[Maina]

Chatbots are great for quick, 24/7 answers and handling simple tasks. But human customer care is better for complex problem-solving.

 

[Fidelia1]

Every business that wants to deploy a chat BOT should have human customer support staff that should take over further enquiries from the BOTS during working hours. There is no service that I know that would deploy a chat BOT 100% for customer support.

 

[Oshawott]

I vividly recollect calling the customer care number of almost all credit card agencies to find the ease of reaching a customer care representative while trying to get a credit card.

After reading many reviews, I ended up getting a American Express credit card - which is known for their superior and top notch customer care service quality.