Drawbacks of Ai to customer service.

I used to in the banking sector as a customer service representative, I remember one of those days I had gone on my usual break and by the time I came to my desk, I met a customer waiting for me.

The customer insisted that she would wait for me rather than have my colleague attend to her, you may want to ask why?

Good customer service will keep clients glue to you, not for anything special other than the reassurance and empathy they get from you.

Ai on the other hand is smart and as we know is capable of a lot of things, can solve churn of problems, swift documentation amongst many other benefits but for the lack of human touch or empathy, humans will prefer a customer service representative on some different levels.

Below are a few drawbacks of Ai to customers service:

LACK OF FEELINGS:

Ai is artificial intelligence and as the name connote everything about it was programmed and embedded in it through several researches, it can only produce from what it is given so therefore in the case where customers emotions are involved, Ai would fall short. This however brings us to the next point.

LACK OF CREATIVITY AND ORIGINALITY:

Ai is only as good as it’s data so in a situation where the client’s problem is not conceivable by Ai, it would fail to produce a solution befitting the problem. Ai lack the nuanced thinking, unique perspective of human.

NO IMPROVEMENT:

Humans tend to improve and be better every single day with the experience they gather within a job or in life generally. Unlike humans, without the programming to learn on it’s own, Ai will need human help to improve.

PRIVACY:

Ai is good at recognizing patterns, that way it is able to gather data on people without their consent. These personal data can be misused or exposed unintentionally.

INCREASED UNEMPLOYMENT:

Since the advent of Ai, more humans will likely be displaced especially on those jobs that seem more routine-like and repetitive reason being that it is faster and cheaper.

HUMAN LAZINESS

Ai offers many benefits and while there are some disadvantages, we won’t forget to add that it’s benefits have conveniently work in our favor sometimes and this inadvertently leads to laziness as we lose our critical thinking, delegating simple responsibilities to Ai and also reduced productivity.

CONCLUSION:

It is very important for businesses to maximize the usage of Ai, however it is equally important to ensure that the drawbacks in using it are known so as to allow for better, reliable and more efficient use of Ai in businesses.