In the world of automation, what would life look like if customer service was no longer handled by humans? With advancements in self-driving cars and trucks and drone deliveries is the tech industry preparing us for a fully automated customer service experience? We’ve already come to love the milder forms such as self-checkout at grocery stores, online shopping, etc., essentially a life of less hassles, right? So, what keeps society from a life of less human contact automation and is it a good thing?
The Convenience Corner
Some days, you just don’t want to engage with people. You want to skip the pleasantries and get what you came for, nada mas. So services like FreshDirect become #bae. They provide a solution for the circumstances in your life. In this case, its buying groceries from your phone. Other times it’s paying a bill or simply accessing information you need. Companies are finding and building ways to make the lives of their customers easier.
The Human Touch
Let’s face it, as advance as technology has come with artificial intelligence and predictive software, it’s not enough when there is an urgent matter. When things don’t go according to plan and there is a level of immediacy that needs to be addressed. You need the reassurance of a person-their name, number, email, shoe size—anything that can identify who they are when you need the truth and not a canned response or a 404 error message.
The answer to ‘should customer service be fully automated’ really depends. What are the goals of the company: type of service and or products offered and the technology available? How well can the system respond to the different scenarios outside of the normal customer buying journey? The real question is, do you want a fully automated customer service experience? And if so, what does your version look like?