It is still an unceasing question who shall reign in the future of online business communication. With the advances in Artificial Intelligence chat (AI) capabilities, marketers and customers are now in doubt whether they would still rely on traditional human customer support or embrace the new technology offered by AI chats.
Just imagine how powerful are these chatbots to be deemed resolving more customer requests than human live chat agents. Well, it is pretty understandable that they are becoming effective since businesses continuously adopt them as part of their customer service. How human-to-human live chat works can easily be comprehended, but it’s still important to get hold of its opponent – the AI chatbots.
Apparently, chatbots powered by artificial intelligence are described as the technology that uses natural language processing or NLP to connect and trigger meaningful conversations whether with other machines or to humans. According to a report by Gartner, AI software in the line of business is predicted to help 85 percent of all customer engagements by the year 2020.
The abilities of artificial intelligence chat
Artificial Intelligence (or AI) grows rapidly. The most recent innovation in the field of “Internet of Things” (IoT) and “Machine Learning” is driving the demand of AI for today and in the future. Also, as for as we know, AI is about Artificial Intelligence (AI) is growing rapidly in the world. Moreover, latest innovation in the field of ‘Machine Learning‘ and ‘Internet of Things‘ (IoT) is leading the demand for AI for today and tomorrow.
As we know, Artificial Intelligence is about intelligence in machines, and it gives the machines the ability to think and understand. Companies and researchers are now aiming to put emotions in machines. But, is it really beneficial for humans to increase the use of AI? If so, what are the advantages of Artificial Intelligence for long periods of time? Are there any disadvantages of Artificial Intelligence? Read this article to understand the advantages and disadvantages of Artificial Intelligence.
Let’s get ready to rumble!
In the red corner: Artificial Intelligence Chat’s Abilities
1. Faster response time
Who would love waiting for sluggish responses? Since people are already immersed with a fast-paced environment, they will certainly choose to talk to an AI chatbot than to a live chat agent placing them on hold whenever they call. Moreover, survey shows how people love getting immediate responses from a chatbot, which guarantees them more rapid support and solutions to most of their simple requests.
2. Less error rate
With AI’s computerized sequences, one can assure a lesser possibility of work error weighed against a human’s work. Users can easily make with the help of algorithms as well as information already stored in AI. Moreover, these chatbots provide accurate, precise, and speedy assistance to customers when carrying out a given task.
3. Detailed answers
These “digital helpers” while handling requests also has the ability to present thorough responses. This can be seen in an instance when a customer looks up for flight status information. An AI chatbot can also be programmed to aid and give tips regarding check-ins, baggage drop off and seat upgrades besides answering the customer’s question.
4. 24/7 customer service
Humans need rest after long hours of works. The great thing is that chatbots are perfect associates that help clients in need of support outside the working hours. When human agents are not available, the business owner can easily delegate simple tasks to bots so they can still help out their customers 24/7, 365. Also, chatbots do not go home at the end of the day, do not require overtime pays and will not need any leaves (sick, maternal, etc.).
5. Reaching beyond humans
Due to some unexpected circumstances, humans who are susceptible to work risks cannot simply attend to a customers’ demand. Thus, artificial intelligence chatbots have the edge of fulfilling a work where there is a limit for a mere human to accomplish. Examples of these situations are fires, space projects or military works that are critical for human agents but “easy as a pie” for AI chats.
In the blue corner: Human Operated Live Chat’s Abilities
Live chat software allow visitors and prospect customers to connect and talk with a human agent on the business’ website. It was traditionally used as an excellent tool with the capacity of improving customer service while lowering support costs.
A good live chat system comes with a range of features, such as proactive chat invitations, the ability to animate chat buttons, and so on. The following list below would then prove that chatbots have specific capabilities that can be used to aid human agents, but not replace them.
1. Empathy for customers
It is true enough that confronting a bot or simply talking with them can be infuriating at times. Well, this goes with Artificial Intelligence’ inability to bear-off how the human touch or a heart that empathize is still important to attain a full customer’s satisfaction. Also, chatbots might just provide a cold and discouraging image to brands as they cannot completely address much-complicated issues and circumstances.
2. Ability to attend specific questions
Chatbots are programmed for repetitive actions and can ONLY answer a certain set of questions which are found in its database. Therefore, if a customer asked questions which are not pre-programmed, then the Bot sequence will immediately come to an end leaving the customers dissatisfied with the business and its service. This is certainly an advantage for a human live chat agent who can right away provide rational answers and solutions to customers.
It can be simply explained how people can easily trust a business who can provide real-time interaction with its clients. Chatbots can still be considered far from human beings who are more relatable and reliable as far as customer service is concerned.
4. Spelling genius compared to chatbots
Chatbots tend to be very sensitive to spelling. In other words, AI-powered bots might become confused once a user keyed in a wrong-spelled word. For that reason, human agents are still an advantage as they can comprehend and adapt to a spelling mistake with no trouble or difficulty.
Humans are creative in nature. This creativity helps human agents to adapt to the changes without being “programmed” like machines anymore. Meaning, chatbots cannot simply do something new and interesting unless they are told or instructed so.
And the winner is . . .
Considering the respective strengths of AI chatbots and human live chat agents, it is really a split decision.
Obviously, a business or a company will benefit the most from using chatbots and live chat together to address customer needs effectively. If you are wondering what to choose from the two, then why not make these both available for your customers?
A live chat operated by real humans is priceless and machines can never replace them. However, one has to look at the potentials of chatbots powered by Artificial Intelligence in maximizing work capabilities. Nonetheless, both want to help people or customers save time, money, and energy.
Both of them can work together to meet their ultimate goal of bringing the best service to their customers. It is only a matter of assistance to each other. Of course, Artificial Intelligence chats contain no human touch. There are always some times when you would need help from a real human customer service agent to settle some issues. The abilities of Artificial Intelligence chats would always meet limitation when it comes to comprehension.
In other ways, live chats run by humans would also need assistance from AI machines. When you are going to think about Artificial Intelligence chats, the first thing that comes out of your mind is convenience. Do you know why? Because convenience is something that real-life humans can’t easily offer. Artificial Intelligence chat which can perform multiple tasks at a time and with uncompromised availability, is there to rescue.
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We can’t deny that Artificial Intelligence chat functions way more efficient and effective than humans do. However, it doesn’t mean that they must dominate and dethrone human from operating the business. All we need to figure out is how to bring them together to work as one. It is very beautiful scenery to watch these two working along with their own strengths and weaknesses and coming to a wonderful outcome.
From the things discussed above, it is safe to say that you don’t need to choose between artificial intelligence chat and Human-operated live chat for the future of business communication. You all have the freedom to incorporate them both in the daily operation of your business. However, keep everything in control. Though chatbots are one of the best things ever in this modern time, they still need human assistance. Do you want to widen your knowledge about chatbots? Reach your business goals with Herobot. Our experts can help you understand deeper the power of chatbots. You can visit us at https://herobot.app/