People don’t reject chatbots outright, but when it comes to resolving issues with regard to banking, insurance and utility services, they prefer talking with human customer service agents over automated machines, according to a survey conducted by Yougov in the United Kingdom.
Considering the report, customers do not feel comfortable in discussing with chatbots on issues such as changing account details, chasing an order and dealing with a fault.
More than 26% of respondents stated that the increased use of AI-driven customer experience tools would make interacting with companies “much worse”. This is in comparison to 19% of respondents who felt that the impact would be positive.
What’s more, around 52% of them fear that AI will make their dealings with companies and brands more “impersonal”.
A vast majority of respondents said they would like to speak to human agents if options are given. “This was particularly so in the case of querying a bill or making a complaint,” the report noted.
Brands can automate some customer services, but complex or emotionally important interactions should be delivered by a person, the report argues.
David Turner, CEO of Webhelp UK, a BPO firm that commissioned the study, argues that companies must try striking the right balance between advanced technology and human talent.
“While bots have been around for a while, there is less maturity in terms of business approach to AI,” says Bryan McGovern, Head of Managed Services at Webhelp CX Services.