Studies show that 71% of people prefer human agents for customer service

Every day, customers reach companies.

They want to buy something, ask about an order, return a product or fix the payment problem. In the past, it usually had to talk to a real person on the phone or through a website.

Now, things are changing. More often, the first answer comes from a chatbot.

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AI and Learning Retention: Does Chatgpt help or hurt?

How to change customer service for chatbot businesses

A chatbot is an artificial intelligence device designed to simulate real -time interaction with users. It works around the clock, does not require brakes and can manage a high amount of requests simultaneously. For businesses, it looks like an ideal solution. It is no surprise that the chatbot market has increased from $ 370 million in 2017 to $ 2.2 billion in 2024. Many companies now rely on chatbot as the first point of contact for customer service. Despite the convenience, not all customers are on the board.

What is Artificial Intelligence (AI)?

Why most customers still like human agents on chatbots

While companies are excited about the speed and efficiency of the chatbot, there are many customers. A recent survey found that 71% of people would talk with a human agent. More than that, 60% said that chatbots often do not understand their issue. It is not just about getting wrong answers. It comes down to believe. Most people are still uncertain about artificial intelligence, especially when their time or money is on line.

What is chat?

When customers want a human agent instead of chatbott

The question of every customer is not the same. Some are simple and quick. Others are more complex or individual. And this is where the chatbots are reduced. A recent survey has shown that 47% of people were fine with the company using their procurement history for marketing. But only 9% were fine using their financial information with the company. This is a big difference. When things seem more sensitive or serious, people want a real person to help.

New research has compared chatbott for human agents in customer service

To better understand how people actually interact with chatbots and human agents, researcher Vivek Estavansh participated with a large North American retailer and analyzed more than 500,000 customer service chats. The findings are detailed in his colleague-reviewed studies, “Insight from customers’ chats with bots and human agents.”

The study found that most of the inquiry fell into one of the six categories: orders, coupons, products, shipping, account issues and payment. When customers had questions about detailed or sensitive topics, such as shipping or payment issues, they were more likely to look for a human agent rather than relying on a chatbot. Research by Astvansh also revealed that human agents were more effective in matching the customer’s content and communication style than chatbots.

This equality in language and subject focus created a strong coordination between the customer and the agent. In fact, agent’s reactions tied up with the major theme of interaction, rapidly and more often customers responded. Data shows that customers feel more busy when they understand that they are understood, which is a major driver of satisfaction during service interaction.

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How business can improve customer service with a hybrid approach

So, how can businesses use these insights to improve customer service? Each customer problem should not be controlled by chatbot. Companies should determine the intention behind each investigation before deciding whether it should be rooted to the bot or human being.

Human agents already know how to reflect the customer’s tone and focus. To succeed chatbots, they must be trained to identify and optimize the customer’s intentions and language patterns. Although it does not naturally come in machines, it can be programmed using the machine-learning model used in the study.

If a company is investing in a chatbot system, it should track how well the system performs. Businesses should ask chatbot vendors to provide real -world data, how their bots compare human agents in terms of efficiency, accuracy and customers’ satisfaction. If the technique cannot meet the high standard, it may not be worth investment.

Kurt’s major takeaways

AI devices, such as chatbots, are helpful and are never going away soon. But customers still want to hear and understand. This means to talk to a real person usually. The best way is not to replace humans, but to use both people and technology correctly. Allow the chatbot to handle quick accessories. Bring into humans when the conversation really matters.

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