Let’s start the discussion about the AI bubble by noting that artificial intelligence is already firmly established in our everyday lives, from voice assistants to smart home systems. These technologies, which mimic human-like intelligence, promise to make our lives easier in many areas.
However, despite the long tradition of research, there is no standard definition of AI. In general, the term refers to machines that perform human-like intelligence, such as machine learning, natural language processing and deep learning.
The potential of AI
Opportunities and benefits for better customer communication with AI
”Of course, nobody wants to talk to a robot on the phone or plan a loved one's funeral service via chatbot. But there are many areas in which artificial intelligence can improve customer communication.
Norbert Kathriner
Fast response to customer inquiries around the clock
AI can also support customers in the form of chatbots outside of opening hours and without long waiting times. Regardless of when customers need help and how many support staff are currently busy – artificial intelligence can respond to customers immediately and solve many simple queries or refer to articles in a knowledge database so that customers can help themselves.
Even when AI reaches its limits and has to involve a human support employee, AI-based tools save time. This is because they collect important information about the customer, their order history or other important data and pass it on to the support employee so that they do not have to ask the same questions that the customer has already clarified using AI. As AI chatbots are able to solve routine queries, service employees can also focus on queries that are more complex or require human sensitivity. This also helps to further improve the quality of customer communication.
Presence on all channels
While service employees are still difficult to replace in telephone support, AI chatbots can be a valuable addition in other channels such as messaging. Chatbots on channels such as WhatsApp, Facebook Messenger or SMS are not only popular with younger people, they are also increasingly appreciated by older generations.
The time factor also plays an important role in messaging. Customers who contact companies via messaging usually expect a quick response. Even if their problem cannot be solved by a chatbot, they receive an immediate response and are informed of the next steps to be taken. This is a major advantage over more traditional channels, where it generally takes longer to receive the first response. With e-mail or online forms, it can take up to 12 hours, whereas with chat and messaging, a response is expected after just a few seconds.
More personalization options
Artificial intelligence can also improve the customer experience through more personalization options. Companies can use AI to communicate with their customers on more than just the channels they prefer. Thanks to AI, they are also able to make recommendations tailored to their customers and even anticipate customer needs. This enables service employees to interact more effectively with customers and achieve better results.
Overvalued promises
Despite the enthusiastic reception of AI in many industries, there is growing skepticism about the inflated expectations associated with the technology. Many AI-supported tools in customer communication still struggle with challenges such as a lack of contextual understanding and the inability to show genuine empathy. This raises questions as to whether the current enthusiasm for AI is driven more by hype than by realizable results.
Challenges and solutions
To bridge the gap between the promises of AI and its actual capabilities, clear communication about the limitations of current technologies is crucial. Investment in research and development and a stronger focus on human-machine collaboration can help to push the boundaries of AI and enable more effective customer communication.
Conclusion: Set realistic expectations
The future of customer communications will undoubtedly be shaped by AI, but success will depend on a balanced approach that leverages the strengths of technology while recognizing the importance of human interaction. The so-called “AI bubble” may be a warning sign of overestimated expectations, but it also serves as an incentive to find realistic ways to fully exploit the potential of AI. The development and integration of AI in customer communication requires patience, continuous improvement and an open approach to the limits of the technology.
