Nothing about customer service is easy. You get impatient when you’re the customer and your questions seem to vaporize into thin air. If you’re the rep, you never know when you could get attacked by someone demanding to speak to your manager.
What if robots could take over the ugly side of things like defects, delays, cancellations, overcharges, and returns? Robotic reps with AI brains will not feel guilty if they can’t get the customer a higher discount, and the less human they look, the less negatively that customer will respond, as researcher Aaron Garvey of the University of Kentucky found out when he and his team switched out humans for robots when the response was negative — and vice versa. Garvey, who led a study recently published in Journal of Marketing, found out customers were more likely to respond positively to a human customer service rep who had promising news and less likely to be upset when they found out about something negative via AI.
Recent Comments