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When I recently traveled abroad for work, I bought something on Amazon that I couldn't find at a local store. However, this purchase was delayed even though I paid extra to have it arrive on time. By the time the delivery was ready, I had already moved to a new hotel in another part of the city. We were unable to update your order location. I needed this urgently, so I called Amazon customer support to see what they could do for me.
Amazon certainly did everything in their power to avoid me talking to anyone, putting me on the phone for 10 minutes, with useless menu options, and a general FAQ that didn't do anything for my specific question. It took me back and forth through the maze of pages. I was never even offered the option to “talk to a live human” in any of these options. So, naturally, I had to interrupt the bot and ask (request) to speak to someone myself.
Related: In the age of artificial intelligence, there's always room for human intelligence
power of empathy
And when you were finally turned back into a human, what do you think happened?
I angrily explained my situation to the agent. She listened and answered: “Ma'am, we understand your frustration. We are sorry, but once your order has been shipped, we will not be able to update your address. You have no choice but to cancel your order. Please reorder.”
Ironically, my anger was dissipating even though she did nothing to fix the problem except give me more work. Just having someone, an actual human being, empathize and sincerely apologize for the inconvenience made everything a little better.
And that, friends, is something AI Can not Please (at least not yet). Imagine an AI trying to express empathy in a creepy, robotic way. It's not exactly the same.
Complement AI with emotional intelligence training
Employees across the board are facing the harsh reality that AI will take over many tasks traditionally performed by humans. In fact, these concerns are not unfounded, as people are losing their jobs or are at risk of losing their jobs. As a Change His Management leader who has helped companies implement AI into their workflows, I have encountered both the fear and the real impact of mass layoffs and reorganizations at many of my client companies.
But while AI has dramatically changed the way businesses operate, I would argue that AI is not yet ripe. Exchange It just enhances most customer-facing functions. Companies should think twice before completely replacing their workforce with AI.
First, let's take a look at some of the statistics published in a recent report by UJET regarding the use of AI bots in customer service.
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80% of customers said their frustration levels increased when using chatbots.
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78% of consumers were forced to connect with a human because their needs could not be resolved through automated service channels.
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63% said their interaction with a chatbot did not lead to a resolution.
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72% feel using chatbots for customer service is a waste of time.
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More than half of consumers (54%) believe that a phone call with a representative provides the fastest resolution and the best overall customer service.
A study conducted by Cyara found that 30% of 1,554 consumers worldwide have left a brand due to a negative experience with a chatbot.
Indeed, for more common problems, bots can often help resolve them through predictable workflows and direction from online resources.
However, most customers who take the time to contact customer service have already searched publicly available information sources and were unable to find a solution to their problem.
Related: AI can replace (some) jobs, but it can't replace human connections. Here's why:
When AI is not as efficient as humans
Rest assured, there are still some areas where human intelligence outperforms artificial intelligence. Here are a few:
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innovation: While AI can generate novel ideas and works of art, it often lacks the depth of human creativity. Humans are great at combining different ideas, emotions, and experiences to create truly original solutions.
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complex problem solving: AI is powerful when it comes to solving specific, well-defined problems within a structured environment. However, they suffer from ambiguity and may not adapt well to entirely new or unexpected situations where human intuition and creativity are important.
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ethical decision making: AI has no moral compass. Although we can program based on ethical guidelines, we cannot always make morally sound decisions in complex scenarios that require understanding nuances, cultural context, and human values. .
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interpersonal communication and negotiation: Building trust, understanding subtle cues, and negotiating effectively are skills that humans excel at, but can be difficult for AI, especially in dynamic and unpredictable social interactions. there is.
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intuition and intuition: Humans often make decisions based on intuition and intuition, drawing on subconscious processes that are difficult to replicate with AI systems that rely on explicit algorithms and data.
Almost all of these examples have something in common, which I summarize as emotional intelligence.
And while there is no doubt that AI will continue to advance and improve its ability to imitate human emotional intelligence to perhaps uncanny levels, until AI is truly accepted as a suitable replacement for human connection. may take a long time.
Related: The art and science of increasing emotional intelligence
In conclusion, my message to employees is to keep your head up during these difficult times and invest in your soft skills.
And employers, don't overlook the importance of emotional intelligence.
While you're definitely investing in incorporating AI into your operations, don't forget to also invest in providing emotional intelligence training. It certainly can make or break the customer experience.
