Will AI replace human customer service teams?

How you treat your customers can make or break your business. And, with people demanding better and better service, getting this right has never been more important.

But time is the one thing customer service teams don’t have in excess. So, asking your staff to do more can be counter-productive; often leading to overworked teams and lost days due to stress. Likewise, investing in more staff isn’t always feasible, especially when every penny counts. But, with developments in technology showing no signs of slowing down, could machine learning and AI be the solution? And if so, does this mean that your customer service teams will soon be replaced by robots?

Yes and no.

Certainly, using machine learning to improve customer service is already happening. And, just like in our personal lives – where algorithms are employed by the likes of Netflix to recommend what to watch next based on what we have already enjoyed – in business, such technology is going to see greater and greater adoption.

But (as yet at least!) no AI can duplicate human empathy, so some support interactions still require a human element. Let’s face it, in times of stress having a real person to help a customer can calm things down much quicker than any computer. Particularly when “computer says no”!

When it comes to customer service interactions, AI tools will soon be able to address standard queries and high-urgency situations better than any human. But there are still a multitude of scenarios that remain un-programmable.

As we move into a new industrial age, one where The Internet of Things is set to revolutionise the world as we know it, it’s those service-led businesses that know how best to use AI and people together that are set to succeed.

For example, in many service companies, customer issues are still dealt with via call/support centres. But the sheer number of calls being made can make excellent customer service tricky; particularly for non-routine calls. AI technology could provide the answer; taking over basic, mundane tasks, and freeing employees to deal with more complex issues and provide more proactive customer service.

Ultimately, it’s about creating the best possible experience for your buyers. An experience that minimises their effort and their stress levels while meeting their needs. So, rather than worrying about how AI will replace human interaction, savvy service-led companies should be looking at how to use AI to improve human interaction. That’s a win-win-win for customers, employees, and the bottom line.

With a cloud-enabled Service Manager, such integration is already possible. And, as AI continues to advance, its potential is only going to increase. But to capitalise on the deep learning capabilities of AI, interoperability between devices and systems is a must. So, investing in could-based SaaS now could help your business to future-proof its position and evolve with the development of AI in the upcoming years.


To find out more about how we can help your business capitalise on developments in AI, speak to a member of our team on 01942 261 671 or email info@servicegeeni.com to find out more.