Human vs. AI In Customer Support: Which is The Better Choice?

Senior Writer: Priya Naha

Reading Time: 7 Minutes

Published : October 10, 2024

Artificial intelligence has transformed customer service by offering 24/7 availability, better efficiency, and faster responses. But this has also sparked the ongoing debate regarding human vs. AI: can artificial intelligence replace human intelligence in customer service? 

AI has become a useful tool to carry out repetitive tasks, but human intelligence is still necessary for sensitive and nuanced interactions. This blog addresses the difference between AI and human intelligence, how each contributes to customer service, and whether AI will eventually take over human roles.

What Is AI In Customer Support?

AI in customer support refers to automating customer interactions using technologies like chatbots, natural language processing, and machine learning. Without human involvement, such systems can manage basic issues, track orders, respond to frequently asked questions, and even address initial consumer inquiries. AI gains efficiency in handling common requests by continuously learning from large datasets and refining its solutions.

For example, using real-time data from the system, an AI chatbot can report the delivery status to a customer calling a business to track a package quickly. Both the client and the company save time with this method. Artificial intelligence lacks emotional comprehension but makes up for it with speed and accuracy.

How Human Intelligence Works In Customer Support?

Human intelligence in customer support can be seen by our capacity to provide personalized attention, comprehend subtle emotional cues, and resolve challenging issues that AI cannot. Human agents handle issues that call for emotional intelligence, creativity, and negotiation by applying critical thinking and interpersonal skills.

For example, when a customer expresses frustration regarding a broken product, a human representative can detect the emotional content of the exchange and modify their approach to ease the situation. Human agents can provide personalized solutions, like a refund or replacement, depending on the details surrounding the problem. 

Unlike AI, which is limited by predefined responses, humans can flexibly address customer needs, making human intelligence vs. artificial intelligence a vital comparison in this field.

Difference Between AI and Human Intelligence

Here is a clear comparison of AI vs. human intelligence that highlights their distinct approaches to customer support. 

AI vs. Human Intelligence In Customer Support: Pros & Cons

When used in customer support, AI and human intelligence present different benefits and challenges. Organizations can better distribute resources between the two if they are aware of the benefits and drawbacks of each.

AI Pros

Here are the key benefits of using AI in customer service:

1. Speed And Efficiency

Real-time query processing and response is where AI computer systems really shine. It can quickly manage large numbers of repetitive processes, like tracking orders, updating accounts, and responding to frequently asked questions. As AI doesn’t require breaks as human agents do, resolutions happen much faster.

2. 24/7 Availability

The power of AI to operate continuously is one of its greatest benefits. AI systems can offer support, guaranteeing that clients receive support regardless of their time zone or holiday schedule. International companies particularly benefit from this 24/7 availability.

3. Cost-Effective

There can be significant savings in costs when advanced artificial intelligence systems are used in customer service. Large teams of human agents would normally be needed to do jobs that AI chatbots and automation systems manage. AI is less expensive to maintain when it is built and put into use than human employees, who require supervision, benefits, and pay.

4. Consistency

Customers are guaranteed to receive impartial and reliable information as AI consistently provides the same response. Maintaining consistency throughout several client contacts is beneficial in minimizing errors resulting from human fatigue or mood swings.

5. Scalability

Unlike a human being who can only serve one consumer at a time, AI can process an infinite number of questions constantly. As AI is scalable, it can handle an unforeseen rise in demand without the need for additional people, especially during product launches and the holiday season.

AI Cons

Here are some potential drawbacks of AI:

1. Lack of Emotional Intelligence

AI is still a long way from being able to recognize or communicate real emotions that human capabilities can easily do. Although it can give technically correct answers, it cannot empathize or determine the emotional tone of a conversation. This limits AI’s effectiveness when dealing with frustrated or distressed customers, where human intelligence vs. artificial intelligence becomes evident.

2. Limited Problem-Solving Capabilities

AI struggles with complex or ambiguous problems but excels at repetitive, rule-based searches. When a customer’s problem doesn’t fit into one of the pre-established scenarios, AI might not be able to address it satisfactorily, requiring human mind intervention.

3. Interpersonal Interaction

Although the AI system is capable of simulating dialogue, many clients still value a human agent’s warmth and empathy. When an individual touch is required, interacting with AI can come out as robotic or cold. Customers may come away from this lack of individuality, feeling devalued.

4. Dependency on Data

For AI systems to work properly, huge amounts of data are necessary. AI might give false or misleading information if the data is erroneous or incomplete. Furthermore, in comparison to human cognitive abilities, artificial intelligence is less flexible in situations that change quickly, as it needs to be updated often to be relevant.

5. Inflexibility

The code and data used to train AI determine its level of effectiveness. AI cannot improvise or think creatively when a consumer asks a question that is outside of its area of expertise. As a result, it is less adaptable than people, who can deal with novel or unexpected situations.

Human Intelligence Pros

The following points below  reflect the benefits of human intelligence:

1. Empathy and Emotional Intelligence

The capacity of human agents to recognize and react to emotional cues is one of their primary advantages. Human brains can empathize, reassure, and establish a sincere connection with clients—all of which are important in complex, emotionally charged situations. It is an important distinction in interactions between humans and AI.

2. Complex Problem-Solving

Human beings are excellent at handling complex or multidimensional problems using cognitive abilities. When AI cannot, it can use critical thinking, evaluate confusing or inaccurate information, and come up with original solutions. Humans are significantly more effective when solving problems that call for out-of-the-box thinking or context-based reasoning for customers.

3. Relationship Building

Establishing lasting relationships with clients is possible through human agents. They can offer a customized experience by holding in-depth discussions, attending to specific concerns, and following up on previous exchanges. Developing loyalty and trust frequently calls for a human touch that AI cannot provide.

4. Adaptability

 People are incredibly flexible and can react to unforeseen difficulties as well as shifting client wants. The human cognition can deal with unfamiliar situations with ease because it can dynamically modify its approach depending on real-time feedback, but the constraints of its programming limit AI.

5. Cultural Sensitivity and Understanding

Cultural nuances, social norms, and context are better understood by human society, which is important when providing suitable and sensitive customer care across diverse regions. As AI is programmed based on rules, it can fail to give a more effective and tailored service

Human Intelligence Cons

Here are a few drawbacks of human intelligence in customer service: 

1. Restricted Availability

Unlike artificial intelligence, human agents are not always available. It can be tough for organizations to provide round-the-clock coverage without substantial staffing additions or shift work since they need breaks, sleep, and time off.

2. Inconsistency

 Depending on elements like weariness, stress, or innate prejudices, human performance might change from day to day or even hour to hour. Customers may receive inconsistent service from an agent who is tired or distracted as opposed to one who is alert and focused, which could result in lower-quality help.

3. Higher Costs

 The cost of deploying AI is lower than that of deploying human agents. Payroll, benefits, training, and other operational expenses must be taken into consideration by businesses, which makes hiring human labor more expensive, especially for high-volume or round-the-clock customer service.

4. Scalability Challenges

One client engagement at a time is too much for humans to handle, which restricts scalability. Businesses must recruit additional agents to deal with significant spikes in requests, which raises expenses and requires constant supervision. AI, on the other hand, scales easily.

5. Prone To Errors

 Human agents are prone to making mistakes, which involve misinterpreting the customer’s problem, typing data incorrectly, or disregarding established protocols. Fatigue, diversions, and outside influences increase the likelihood of human error, which could lower service quality.

How Is AI Augmenting Human Work?

Many businesses use AI to improve human intellect rather than seeing it as a replacement for human agents. AI handles routine tasks so that human agents can concentrate on more intricate questions and valuable conversations. AI handles FAQs and simple troubleshooting, freeing up human agents to tackle more complex problems that call for empathy and creativity.

For example, AI chatbots can be used as a first line of help to filter out simple requests, freeing up human agents to take over when the problem gets more complex. By allowing people to concentrate on jobs where their skills are most required, this collaboration between artificial intelligence and human intelligence increases overall productivity and customer satisfaction.

Will AI Replace Human Agents?

Whether AI can completely replace human intellect in customer service is a common concern. AI can automate repetitive activities quite effectively, but it is still unable to handle the intricate details of human emotion, creativity, and subtle communication.

For example, a human agent’s capacity to offer emotional support and comfort is invaluable when a customer is coping with a very sensitive issue, like a financial dispute or a personal loss. AI is not empathetic enough for these kinds of interactions. 

Therefore, human agents are still necessary for addressing complex or emotionally charged situations, even while AI will continue to take on more regular activities. A hybrid approach combining AI’s efficiency with human empathy is the future of customer support.

How Does ControlHippo’s AI Help Human Agents In Customer Support?

• AI-powered platforms like ControlHippo allow businesses to streamline customer communication using AI across multiple channels (such as WhatsApp, Instagram, or Facebook Messenger) by integrating them into one unified interface.
• ControlHippo’s AI suggests relevant answers to customer queries, making it easier for support agents to provide quick and accurate responses.
• The AI suggests responses based on the query, allowing the human agent to quickly reply or make modifications before sending.
• This reduces the time spent on repetitive questions and improves the customer experience.

To know more, you can start a free trial and check out the various features!

Conclusion

While the debate over AI vs. human intelligence in customer support continues, the reality is that both have crucial roles to play. While human agents offer empathy and complex problem-solving that AI cannot match, AI excels in efficiency and scalability. AI can augment human intelligence but cannot replace it. The future, on the other hand, belongs to a hybrid strategy that combines human and artificial intelligence to produce better and more fulfilling consumer experiences.

Updated : October 11, 2024

Priya Naha

Priya Naha is a skilled technical content writer with a specialization in business communication and omnichannel communication platforms. Her expertise lies in translating complex concepts into clear, engaging content that resonates with diverse audiences. Focused on business communication solutions, Priya excels in delivering informative and practical insights through her writing.

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