In 2022, Artificial Intelligence (AI) seemed to be the word on everybody’s lips, and as we move through 2023, we aren’t seeing that changing anytime soon. AI has become an increasingly prevalent technology in our lives. From virtual assistants to self-driving cars, AI is rapidly transforming our world.
AI & Conversational AI, also known as chatbots, are computer programs designed to simulate conversation with human users. They can be integrated into websites, messaging apps, and other platforms to provide customer service, answer FAQs, and perform other tasks.
But why are people so afraid of AI? It’s safe to say as AI develops and advances, there are worries among various industries about how it may affect the job they do, or how their future may look as AI takes over.
Maybe you don't fear AI as much as you fear what people might do with it?
In this blog, we look at how we can use AI to benefit us and how it isn’t something to be afraid of, but something to support us moving forward.
Improve Customer Service
A major reason people are afraid of AI is that they worry about the impact it will have on employment. As AI becomes more advanced, it has the potential to automate many jobs, leaving people without work. But let’s also look at one of the key benefits of AI, it can help businesses to improve customer service by providing quick and accurate responses to general, standard customer enquiries.
For example, let’s say a customer has a question about a company’s return policy. Rather than waiting on hold for a customer service representative or sending an email and waiting for a response, the customer can simply ask the chatbot for help. The chatbot can provide the customer with the information they need right away, leading to increased customer satisfaction and loyalty.
That’s not to say there would not be the need for human interaction if the enquiry was complex or needed further investigation, that’s where a human response/touchpoint would still be relevant. So, it's important to remember that AI won’t take away every element of jobs and new jobs will also be created as a result of AI. For example, the development and maintenance of AI systems will require a skilled workforce which will open up more employment opportunities.
Save Time and Resources
In addition to improving customer service, AI can also help businesses to save time and resources by automating tasks that would otherwise be performed by human employees. This can free up your staff to focus on more complex and creative tasks, leading to increased productivity and efficiency. This could look like a chatbot handling routine customer service inquiries, allowing your human customer service representatives to focus on more complex issues that require a personal touch. It’s not hard to imagine the positive impact that kind of labour refocusing could have for an organisation long term.
Collecting Valuable Data
AI can also help businesses to gather valuable data about their customers. By analysing customer interactions with chatbots, businesses can learn more about their customers’ needs, preferences, and pain points. This can help businesses to tailor their products and services to better meet the needs of their customers. With this information available quicker and at your fingertips, companies can identify common issues and take action to improve the customer experience across the board.
A game-changing tool
In conclusion, AI is a game-changing tool that has the power to revolutionise businesses by transforming customer service, analysing data and saving time. By leveraging its capabilities to the fullest, companies can not only boost customer service to new heights, but also improve productivity and gather valuable insights into customers’ needs and preferences.
There are also legitimate reasons to be cautious about the development of AI. As with any new technology, there will be challenges and risks associated with AI. There is no doubt that AI is a tool that can transform businesses, but it takes careful planning and execution to make it a success and to fully realise the potential of this cutting-edge technology. It’s also going to be very important to ensure that you have the right skills and expertise within your team. That’s why it’s crucial to take the necessary measures to embrace AI with confidence, whether that’s by up skilling existing teams or partnering with experts who can help guide you through the process.
Are you using AI in your business? Do you see it as a positive or negative? We’d love to hear your views so get in touch as let us know your thoughts.