Human-like AI not always the answer in customer service
The next time something goes wrong with your bank account, package delivery or a bill, there's a good chance you'll be directed to AI for customer service.
The push for human-like AI in customer service is driven by the assumption that customers desire interactions mirroring human conversations. However, research indicates that this approach may not always yield better experiences. A study found that 78% of Australians have used automated customer service, but only 39% reported satisfaction.
In contrast, a separate study revealed that text-based chatbots, which are less humanlike, often produced more favorable responses when dealing with service failures. This could be because typing requires more deliberate typing, providing customers with time to calm down and process their frustration. Moreover, AI agents that accurately recognize specific emotions, such as anger, enhance perceived emotional competence and customer satisfaction.
Thus, the effectiveness of AI in customer service depends on whether it needs to provide emotional support or give customers space to process their feelings. The goal should be to tailor AI responses to meet customers' needs at different stages of their experience, rather than aiming for human-like interaction universally.
Written by urgent.news from Phys.org's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
