The use of artificial intelligence (AI) in customer service is booming.
According to a recent study by Capterra study , 55% of customer service teams in Mexico already employ AI-powered software, which has generated positive impacts in key areas such as productivity and customer satisfaction. However, this advancement also poses a crucial challenge: maintaining customer trust.
The balance between AI and trust
The study reveals that the benefits of AI in customer service are notable. Most professionals who already use AI-powered software report improvements in:
Productivity (81%);
Customer satisfaction (64%).
The volume of queries handled has also increased by 60%
46% of professionals surveyed believe that the biggest challenge facing AI is maintaining customer trust.
Bruno Peláez, senior Content Analyst at india whatsapp number data Capterra Mexico , suggests that the key to overcoming this challenge is transparency.
“It is crucial for companies to inform customers when they are interacting with an AI, and even offer them the option of choosing between being served by a human agent or an AI,” says Peláez.
This strategy not only promotes trust, but also enables a smoother transition towards the adoption of advanced technologies.
IA: Complement, not substitution
One of the most interesting aspects revealed by
the study is AI’s ability to handle queries in multiple languages and analyze large volumes of data accurately. However, in areas such as personalizing interactions and solving complex problems, humans continue to outperform machines. This finding highlights the importance of integrating AI as a tool that collaborates with human agents, rather than replacing them.
“AI should be implemented as can i have a euro? part of an integrated team, not as a replacement. When used correctly, this technology has the potential to transform customer service and improve the user experience,” he said.
The use of theartificial intelligenceAI offers significant benefits in terms of efficiency and satisfaction. However, companies must address the challenge of maintaining customer trust through transparent strategies and ensuring that AI is bz lists integrated as a complement to human teams. Only then will they be able to fully exploit the potential of this emerging technology.