AI in care: balance between technology and humanization

In the current scenario, technology, especially Artificial Intelligence (AI), has proven to be a valuable ally to improve efficiency in customer service.With the power to automate processes and optimize resources, AI helps companies provide fast 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 strands. According to a Genesys study, 80% of respondents preferred to talk to a human attendant when triggering a Customer Service (SAC). In addition, 67% of consumers would abandon contact if they could not interact with an employee.

The balance between AI and humanized care

For experts in the field, the combination of the two alternatives is the most promising way head total IP sales, Tiago Sanches, “it is 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 care: AI is able to collect and analyze data, so companies offer more personalized approaches, increasing customer satisfaction and loyalty.

Increased operational efficiency: automating simple tasks, such as sorting requests, leaves employees focused on more complex and urgent issues, optimizing resources and reducing operating costs.

Improvement in customer experience: solutions such as chatbots they ensure an agile and continuous service in several communication channels. At the same time, the interaction with people enables active listening and a high quality dialogue.

Innovation culture: the constant technological evolution stimulates companies to innovate and continuously train their teams. In this way, it strengthens the relationship with the public and ensures competitiveness in the market.

The use of AI in customer service presents important advances, but the human factor remains indispensable to ensure a complete experience.“If the business manages to balance these two aspects, it will have a significant differential, both in terms of operational efficiency and in the customer satisfaction”, adds Sanches.