The launch of the chatbot – ChatGPT, has caused ripples across industries, intensifying the ongoing debate – AI vs. humans. The rise of Artificial Intelligence (AI) has indeed brought about significant changes in the way we look at business functions. Its ability to reduce human intervention in redundant yet critical business functions is a boon to businesses of different sizes and scales.
From instant customer support to personalized recommendations, ChatGPT supports sales and customer service, standing testimony to the potential of AI. Despite its impressive capabilities, AI still has a long way to go in traversing the world of Emotional Intelligence.
Let us discuss the three reasons that make human interaction an inevitable part of sales and customer service.
AI Interprets Data; Humans Interpret Emotions
It is a cakewalk for AI to study data patterns, perform in-depth analysis, and offer solutions based on previous data. But what does it take to earn a customer’s loyalty? Emotional Connection. Building a base of loyal customers requires an empathetic approach and an astute interpretation of consumer emotions, which makes human interaction a vital component of sales and customer service.
Every Customer Is Unique
There is no universal solution to closing sales deals or resolving customer grievances. Every customer has unique needs with many dependencies and emotional values attached to them. While AI is great for handling simple and direct requests, there are complex scenarios that call for service flexibility or creative solutions to ensure customer satisfaction. Hence, a human is more equipped to handle such scenarios than AI.
Customers Want to Be Heard
We should never forget the fact that our customers are humans. And humans want to be heard, especially when they have grievances to be addressed. It is this experience that cements the bond between a brand and a customer. AI may offer quick responses or solutions, but it cannot extend genuine sympathy. This can lead to a bland customer experience, resulting in customers resorting to alternative solutions in the market.
Overall, artificial intelligence is an incredibly powerful and effective tool that can help analyze large volumes of data, automate routine tasks, and facilitate decision-making. But AI cannot completely replace the value of human interaction and emotional intelligence in customer service and sales. Hence, it is ideal for a business to explore a combination of AI and human representatives to create a more personalized customer experience.
