A critique of AI as part of the CX journey is that it will eliminate a customer-friendly human touch. But not every customer ask needs human attention.
There’s something to be said about the “human touch” and personalization during conversations with sales or service representatives helping customers make a purchase or solve a problem.
Creating a short-term bond makes customers walk away happier, refer a business to a friend, and even spend more money—all items for the “plus” side of customer relationship management.
But what happens when an AI agent enters the picture? One of the criticisms of the technology is that companies will lose the human touch in their customer interactions if they start using AI agents or even go too far with automation.
If AI is deployed properly, this is a nonissue.
Is Human Touch Needed all the Time?
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