The role of Artificial Intelligence (AI) and human involvement in customer service is far from a passing fad. It’s a dialogue gaining rapid significance in a world increasingly swayed by technological advancements. Just the other day, a conversation with a long-term client in the Hospitality Industry got me pondering on this vital issue. The client had attended a Trade Expo in Sydney and was proud to highlight the human-centric approach of his customer service, even when AI-driven solutions are becoming the norm.
So, let’s delve into this fascinating world of customer service, where technology and human touch are often seen as competitors rather than collaborators.
In Australia, a country renowned for its laid-back atmosphere and personable people, the significance of human interaction, especially in customer service, cannot be overstated. Australians generally have reservations about purely automated customer service. For many, a chatbot at the end of a customer service line feels impersonal, almost as though the business couldn’t be bothered to engage on a human level.