Automation has always been equated with efficiency and progress. Due to the growing cost of resources and the rise of the consumer driven economy, most organizations have rushed towards automation to optimize their business processes. While automation has influenced every business function, the biggest impact has been on customer service.
In the pursuit to deliver a delightful experience to customers and also to manage cost, enterprises have placed AI-driven chatbots, IVRs, and voice AI at the heart of their customer service strategy.
In the process, many companies continue offloading the traditional human-to-human touch points from their consumer related communication. Gartner has estimated that by 2020, 85% of customer interactions with a company will be handled without human involvement.
While AI-driven automation can help enterprises relieve their customer service teams from repetitive and mundane tasks, most companies have pushed the boundaries beyond acceptable limits. As a result, enterprises have often over-automated their CX function with AI, which has come at the expense of the much needed ‘human-element’.