The Pros and Cons of Customer Service Automation

Many experts believe that Artificial Intelligence or AI is the way forward. We see big tech companies investing in AI and ways to implement AI in their services. Google, for example, recently announced Google Duplex, an AI-based virtual assistant capable of doing incredible things, including making a phone reservation on your behalf. AI is helping businesses refine the customer experience they deliver in many ways. Some solutions available today are already using AI for purposes such as automation. In customer service, automation can help streamline the whole process, helping a larger number of customers easier. That said, customer service automation still has its pros and cons. Pros One of the main benefits of using automation is the substantial increase in agility. Since your support officers no longer need to worry about mundane, repetitive tasks, they can focus on helping customers better. The use of chatbots and AI-based automation also allows businesses to service more customers while keeping the team lean and efficient. Automation certainly reduces the cost of customer service in many ways.










