Artificial intelligence (AI) features are appearing everywhere. No matter what app you open or what website you visit, it seems as though companies are eager to implement AI features into their platform. As the AI trend becomes more and more prevalent, businesses must maintain a balance between automation and personalization. After all, there remain some instances where people just want to talk to other people. In this article, we will be going over the rise of automation and why you should still value the human touch. Especially, when it comes to live chat for websites! Follow along below to learn more.
The AI Trend: Automation + Chatbots in Live Chat
AI is becoming an increasingly popular tool for businesses. Major companies like Dropbox and Quizlet have rapidly integrated their own AI features. With more and more companies adopting the AI trend, business owners are frantically looking to find their own AI solutions to suit their specific needs.
This trend is particularly prominent for companies offering a chat feature on their platform. With its ability to operate around the clock, unpaid, AI seems like a no-brainer. Given recent advancements in technology, artificial intelligence tools are more sophisticated than ever before. Thus, allowing a wider range of capabilities. For instance, 24/7 customer support, the ability to handle a high volume of customer inquiries, and their capacity to provide information. The streamlined nature of AI and automated responses are certainly enticing. In fact, for some businesses, the appeal of AI has made them question whether they still need staff to handle customer support.
However, businesses need to be aware of the downfalls of overreliance on AI. While AI can undoubtedly enhance efficiency and improve your customer experience, it also has the potential to distance your business from its consumers. Thus, negatively impacting client satisfaction. To make the most automated chat features and AI capabilities, you must balance their mechanicalness with human interaction. It is only when people work together with AI that the greatest efficiency is achieved. Let’s take a closer look at the need for a human touch in live chat.
Live Chat for Websites Benefit From a Human Touch!
The inescapability of AI in our modern world has many consumers craving human interaction. Especially, when they are surfing the web. While automated messages are great for outside of operating hours or holidays, there’s something about having a conversation with another person that is irreplaceable. Human responses to live chat inquiries create a more personalized and enjoyable experience. Through this, customers develop a sense of trust in your services. Thus, impacting their conception of your brand. Not to mention, people are more likely to be able to comprehend the intricacies of a client’s inquiry than AI chatbots.
By contrast, automated responses may fail to acknowledge the emotional aspect of a customer’s question. This can cause the consumer to become frustrated and degrade the customer-business relationship. In addition, AI may misinterpret a person’s question causing them to provide inaccurate solutions/information.
To leverage the capabilities of AI while still maintaining good customer relationships, it’s important to combine the two for the most effective results. The complete replacement of one with the other is unrealistic given the present-day realities. Instead, businesses must recognize where AI outperforms people and where people outperform AI. One instance of this might be having people respond to inquiries during office hours and chatbots responding to inquiries outside of office hours. You may also use automated responses for times when you are experiencing larger numbers of inquiries than usual. This way customers are still being acknowledged, but it affords you some time to get back to them. Striking a balance between the two will ensure that the need for efficiency and human connection are met.
Contact us Today!
Syncro is the perfect option for those looking to add live chat functionality to their website. This tool effectively maintains human interaction while also maximizing efficiency through automated messaging capabilities.
For more information about using a live chat for websites, contact us today! We’d be happy to help you get a better understanding of how live chat can be of benefit to your business. Be sure to check out our blog again next month for more information about live chat and all that it can do. If you have any questions about Syncro, feel free to reach out at any time. We look forward to working with you in the near future!