In the current scenario, technology, especially Artificial Intelligence (AI), has proven to be a valuable ally in improving efficiency in customer service. With the power to automate processes and optimize resources, AI helps companies provide quick and efficient responses. However, the human factor is still essential to ensure empathy and quality in interactions with consumers.
According to a Zendesk survey, 43% of Brazilian consumers felt ignored when dealing exclusively with automated solutions. This data alerts to the importance of balancing the two aspects. According to a Genesys study, 80% of respondents preferred to speak with a human attendant when contacting a Customer Service Center (SAC). In addition, 67% of consumers would abandon the contact if they could not interact with an employee.
The balance between AI and humanized service
For experts in the field, the combination of both alternatives is the most promising path. According to Total IP’s sales head, Tiago Sanches, “it’s no use having a high-quality product or service if the support is not efficient. Customer satisfaction depends directly on this integration”.
The benefits of this combination
Personalization in service: AI can collect and analyze data. Thus, companies offer more personalized approaches, increasing customer satisfaction and loyalty.
Greater operational efficiency: automating simple tasks, such as requests screening, leaves employees focused on more complex and urgent issues. This optimizes resources and reduces operational costs.
Improvement in customer experience: solutions like chatbots ensure prompt and continuous assistance across various communication channels. At the same time, interaction with people allows for active listening and high-quality dialogue.
Culture of innovation: constant technological evolution encourages companies to innovate and continually train their teams. This strengthens relationships with the public and ensures competitiveness in the market.
The use of AI in customer service shows significant progress, but the human factor remains essential to ensure a complete experience. “If a business can balance these two aspects, it will have a significant advantage both in terms of operational efficiency and consumer satisfaction,” adds Sanches.
