2 min
Artificial Intelligence (AI) is a disruptive force that is changing our world at an astonishing pace. From customer service to medicine, AI promises impressive advances but also raises deep concerns. What is the real impact of AI on society? Are we embracing a promising future or unleashing a revolution that could have unforeseen consequences? Controversy abounds.
In the dynamic world of customer service, we are often confronted with an uncomfortable reality: long and tedious queues on the phone. Would customers rather wait or be assisted by a machine? The answer is simple: neither. According to a survey we conducted, eight out of ten customers consider waiting on hold to be the most frustrating part of customer service. These same customers prefer to be assisted by a human agent. So what’s the solution to this apparent dilemma?
The answer lies in the hybrid model, a powerful combination that promises not only to reduce tedious queues, but also to increase Key Performance Indicators (KPIs) for companies and create memorable human connections with customers.
To address this new scenario, a new Artificial Intelligence proposal has emerged, designed solely to assist humans rather than replace them. For example, the bot designed to queue for users becomes the perfect ally in the fight against phone queues. The AI informs the user that they are in a queue, offers to wait on their behalf, and notifies them when it’s their turn. In this case, the technology is not used to replace people, but to help them provide better customer service.
This approach achieves:
- Improve customer experience and build loyalty: When customers feel their time is valued and they are served efficiently, they are more likely to remain loyal.
- Improve KPIs by minimising waiting times. Feeling neglected is annoying and feeling ignored is frustrating. Maintaining transparency with the user throughout the process is essential to ensure positive reviews.
- Offer a positive brand image: Using AI demonstrates that companies are at the forefront of technology and care about the customer experience.
True innovation lies in finding the perfect balance, where minimal AI is combined with maximum humanity to deliver exceptional service and build strong customer relationships.
Being more human thanks to AI is possible, as long as we seek the balance.
“Thanks to the hybrid model, the speed of artificial intelligence combines with human understanding to unleash a storm of efficiency. Bots can handle repetitive and administrative tasks, freeing up valuable time for human agents to focus on more complex and valuable issues. So it’s a win-win situation for both employees, who can do their jobs more accurately, and customers, who don’t have to wait and get their needs met”.
Jorge García, Head of Product at Enreach
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