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Analytics Insight

januari 05, 2024


Will AI Chatbots Be the End of Human Customer Service?


The human conscience is truly unique, and it looks like it will stay that way for a while. Most people want businesses to understand them and provide quick and helpful assistance. While live agents have done well, the AI versus human debate in customer service raises interesting questions.

So, is AI better than humans at customer service, or have humans set the bar too high? How do you find the right balance between digital convenience and a personal touch to improve experiences? It’s nice when issues are resolved 24/7, but many notice the lack of a personal touch.

Surprisingly, 47% of businesses are skeptical about using chatbots, fearing they may not fully understand human input. This raises a crucial question—do chatbots outperform humans in customer service? Let’s briefly explore the strengths of both and the expected benefits they offer.

Strengths of Human Support

Statistics reveal that a significant 79% of customers prefer talking to human agents, and it’s understandable. In today’s tech-dominated era, nothing compares to the personal touch, especially in customer service. This is where human customer support stands out, as highlighted below.

Authentic Human Touch

Certainly, while technology has its advantages, it often falls short in fostering real connections. Humans, on the other hand, easily navigate the emotional aspects. In online businesses, particularly those involving your money, the human touch is vital.

For example, if you’re gambling online and face a deposit delay, who would you prefer to contact, a pre-programmed bot or a real person? The answer is clear. That’s why many successful online casinos prioritize human support. Live agents, with their emotional intelligence, can understand your cues and respond accordingly.

Humans are Master Multitaskers

While chatbots stick to scripted responses, humans excel at handling a variety of queries simultaneously. Live agents don’t just provide generic solutions; they craft personalized action plans and route concerns to the right team members promptly. Your time matters and human multitasking ensures your issues are addressed swiftly and effectively.

Tackling Complexity

Some questions demand more than a simple ‘yes’ or ‘no.’ Complex issues require thoughtful discussion, and that’s where human agents shine. Engaging in a conversation with a live agent means tapping into a wealth of insights and recommendations based on experiences similar to yours. Human interaction leads to more effective solutions for the intricate problems you encounter.

Data Insights

Live chat agents don’t just provide solutions; they engage in direct conversations with you. This exchange of information becomes a valuable resource for the company. The collected info could then be used to enhance future customer service. Your conversations matter, shaping the future of how companies address queries and implement improvements.

Mitigating Frustration

In a world increasingly dominated by chatbots, frustration has become a common sentiment. A shocking 57% of customers give companies one-star ratings, signaling dissatisfaction with automated customer service. The missing link here is the aspect of human connection. Chatbots lack the friendly rapport that humans effortlessly build, leading to customer frustration.

Strengths of Chatbots

Now that we’ve exhausted what humans do better than chatbots, let’s look at areas where chatbots excel.

Always On, Always Ready

Your business doesn’t sleep, and neither does your AI chatbot. Unlike human agents with set work hours, lunch breaks, and weekends off, AI chatbots are the unsung heroes of constant availability. They’re online 24/7, waiting to connect with you day or night, weekdays or weekends. Whether you’re a night owl or an early bird, AI chatbots are always ready to chat.

Quick Response Time

Waiting for a response can be frustrating, and AI chatbots understand the value of your time. With lightning-fast response times, they tackle your queries instantly. No more watching the clock tick away as you wait for assistance. Chatbots come armed with pre-loaded answers, ensuring you get the help you need in the blink of an eye.


According to Juniper Research, using chatbots can save organizations a massive $8 billion each year. Chatbots beat traditional customer support costs with no monthly salaries, benefits, or taxes. Real-time communication also boosts your business’s return on investment. According to Chatbots Magazine, businesses can cut customer service costs by up to 30% using conversational chatbots.

The Language of Choice

Communication is key, and chatbots speak your language—literally. Whether you prefer English, Arabic, or Bahasa Indonesia, these tech-savvy assistants can adapt. Chatbots break down language barriers effortlessly, ensuring smooth and personalized interactions tailored to your preferences.

Continuous Learning

Chatbots don’t just operate; they evolve. With machine learning capabilities, they constantly learn and adapt. Answering up to 80% of frequently asked questions, chatbots become smarter over time, offering you a consistently improved service. In the world of customer support, learning never stops, ensuring you get the best assistance every time.

Final Thoughts

When you weigh artificial intelligence chatbots against human support, it’s a tight race. Each has its strengths and weaknesses, making it a close call in the comparison of AI chatbots and humans.

Live chat with bots is pretty impressive, juggling multiple questions like a pro. AI is the way forward for businesses, but there’s something special about humans in customer service— that personal touch customers seem to appreciate. It’s not about replacing humans with chatbots, but rather, combining forces for top-notch customer service.

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