Can AI Handle Tricky, Sticky Customers?

[doc_choc]

There have been many posts about how to handle challenging customers and complaints online but should we let AI loose on them just yet?

What are your thoughts on the extent you think technology and AI can handle customer related issues with customer satisfaction or will AI just lack the sensitivities and understanding of the human touch?

[Donnie-M]

@doc_choc AI left alone is disaster.  There is a delicate balance of keeping context and memory with ai models, versus blank slate each time, versus, now you get a hallucinating idiot that makes up things.  AI is much like my puppy dog.  It will do anything to make me happy, but doesn't remember crapping in the floor 5 minutes ago.  It just doesn't understand sometimes.  AI is a great way to reserve brain power while getting inspiration..but you gotta double check critical things.  I believe it is helpful and can handle complaints, it just needs monitoring.

[doc_choc]

We recently had a customer who apparently tried to place an online order, they complained that our Square Website wasn't working (but it was). They eventually placed the order for £51 (orders over £50 are free delivery), then complained they could not apply the 10% discount voucher and asked me to apply. I explained that I could apply the 10% but it would push the order under £50 so  they would have to pay postage. Well they kicked off big time! Up until they kicked off the process was going well, I was wondering if AI could take all the way if things were going well or identify when things are heating up and AI was starting to struggle and direct the issue for human intervention. Personally I like the direct interaction it sorts issues out quicker and we can normally find a solution. Will AI get there, I'm not sure, time will tell.

(funniest of all I looked up this customer and they also had an online business. To place an order you had to email them and then wait for return details to make a bank transfer and then they only offered free delivery within 2 miles of there location WHAT...they need to consider using Square for their business I think they would be a lot more chilled) 

[Twpchair]

IMO AI has a time and place. When you are searching, common questions, for myself word check 😉 when it comes to emotions, or that one-on-one conversation that is fast paced and instant answers. No, I believe that human contact and looking at someone's face is a must for me. 

[doc_choc]

@Twpchair you need to meet a customer who hasn't had their chocolate fix! 😂

Seriously though I have to agree with you, direct contact allows you to judge the emotions and sensitivities enabling one to diffuse the situation and find an amicable way forward. Fortunately for our business issues over the years have been far and few between. 

[Twpchair]

Agree 100% and the similar situation by just communicating with the customer 99.9% you can agree upon something you are both happy with and both leave with a positive feeling.