At a recent industry conference on Artificial Intelligence (AI), an intriguing comment was made: “AI is going to make us stupid.” The commenter’s perspective was that AI eliminates the need for critical thinking and problem-solving, as it simply provides us with answers. While this viewpoint has its merits, it is worth considering another angle. Let’s pose a question: Did calculators make us unintelligent?
Recalling the excitement of receiving his first calculator, the article’s author, Shep Hyken, marveled at how it simplified long division with the push of a button. Nevertheless, merely obtaining the correct answer wasn’t sufficient; Hyken still had to comprehend the underlying principles. Hyken said the rather than diminishing his intelligence, the calculator enhanced his efficiency. This reminded him of a college algebra class when his teacher allowed the class to bring formulas and notes to the final exam. The focus was not on memorizing formulas, but on understanding their application. The class was even given a formula sheet before the test. However, having the formulas didn’t make the examination any easier; it primarily aided in studying. Instead of wasting time on memorization, Hyken was able to concentrate on utilizing the information effectively to reach the right solutions.
So how does this relate to the ordinary task of customer service? Many believe that AI will eventually replace customer support agents and salespeople, capable of digitally answering all customer queries. While this may work for basic questions, when it comes to more complex issues, human expertise is indispensable. Nevertheless, AI has its own strengths. It cannot establish relationships, an area where humans excel. Therefore, envision a scenario where customer service agents or salespeople use AI to assist in problem-solving and provide the most apt answers to customers. However, instead of simply reciting information, they infuse their responses with personal touch and communication skills that resonate with their customers. They handle additional questions and offer suggestions beyond the initial scope of the inquiry. This harmonizes the benefits of readily accessible, accurate information with the relationship-building and credibility-gaining abilities possessed by live individuals. It’s an extraordinary convergence, blending the best of both worlds.
Contrary to popular belief, AI will not make less intelligent, unless we allow it to. Instead, AI has the potential to make us more educated, efficient, effective.. By utilizing AI technology alongside human skills, we can create a winning combination that maximizes customer service outcomes. It serves as a reminder that, amid the advancements of AI, the human touch remains vital in catering to customer needs and fostering loyal relationships.
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