In a world of AI and digital shortcuts, humans crave human interaction

first_img Posted on 18th September 2019Digital Marketing FacebookshareTwittertweetGoogle+share With the ever-increasing cost of human capital and advances in chatbot technology, it’s tempting for corporations to cut corners when it comes to operational efficiencies. However, while AI was meant to be a cost-effective way to eliminate repetitive human tasks, businesses are forgetting one big thing: interacting with humans is anything but repetitive. Instead of improving customer service, chatbots have detached humans from the equation, and that’s not cutting it for most customers. In a recent survey we conducted, 25 percent of millennials would rather spend three hours at the DMV, and more than 50 percent of women would rather wait in line to get groceries than deal with an automated system. That’s a lot of waiting just to avoid the dreaded bot. Though some businesses may not need an end-to-end customer service team, they can lean into AI technology in integrative ways. A bot can begin a conversation but swiftly hand it off to a human; AI assists humans behind the scenes; or bots operate with human supervision. A bot can be effective for responding to standardized questions, but when the customer has a complicated issue or begins to act with emotion, it needs to seamlessly transfer the customer to a human, period. When it comes to customer service, businesses can’t forget humans crave being heard. It might seem advantageous to use technology to reduce cost-to-serve and get in front of customer needs, but research shows that ignoring the importance of human interaction could be detrimental to your success.The post In a world of AI and digital shortcuts, humans crave human interaction appeared first on Marketing Land.From our sponsors: In a world of AI and digital shortcuts, humans crave human interaction HomeDigital MarketingIn a world of AI and digital shortcuts, humans crave human interaction Related postsLytics now integrates with Google Marketing Platform to enable customer data-informed campaigns14th December 2019The California Consumer Privacy Act goes live in a few short weeks — Are you ready?14th December 2019ML 2019121313th December 2019Global email benchmark report finds email isn’t dead – it’s essential13th December 20192019 benchmark report: brand vs. non-brand traffic in Google Shopping12th December 2019Keep your LinkedIn advertising strategy focused in 202012th December 2019 In a world of AI and digital shortcuts, humans crave human interactionYou are here:last_img