This article examines the opportunities and challenges associated with the growing adoption of chatbots based on’intelligence artificial to interact with customers.
THE answering machines IA
With the advent of’intelligence artificial (IA), of news opportunities and challenges emerging in various sectors. One of the areas where AI is experiencing significant growth is customer service.. More and more companies are exploring the possibility of using chatbots – also called answering machines IA – to interact with customers. However, several questions arise regarding our degree of preparation for this type of technological innovation.
What is an AI responder ?
An AI responder is a system based on’intelligence artificial designed to engage with humans via text or speech. It uses machine learning techniques to process and understand natural language to respond to user requests. Unlike traditional customer service agents, an AI responder does not get tired and can interact with hundreds of people simultaneously, 24 hours on 24.
Potential benefits
THE answering machines AI presents several benefits potential :
Constant availability : they can respond to customer queries at any time, and not only during opening hours.
Speed of response : they usually respond to requests within seconds, which improves the customer experience.
Ladder : they can handle much higher volumes of requests than humans.
Reduced costs : long-term, their deployment costs less than a team of flesh-and-blood agents.
Consistency : their behavior remains the same regardless of their mood or fatigue, providing a more predictable experience.
Challenges to overcome
However, Challenges remain to widespread adoption of answering machines IA :
Limits of language processing : they do not always correctly understand complex or ambiguous requests.
Lack of human judgment : they cannot show empathy or make decisions requiring abstract reasoning.
Ethical issues : we must ensure that these systems act fairly, impartial and respectful towards all.
User acceptance : some customers prefer to interact with humans and may misperceive the answering machines IA.
Reliability : errors can occur and safeguards must be provided such as transfer to a live agent.
Legislation : some countries still need to adapt their legal framework to the use of AI.
Are we ready for answering machines IA ?