Are you sure that artificial intelligence solutions are providing your customers with a more personalized experience? Or could it be the opposite – that these solutions are actually making them angry?
Jim Ekes says that when he founded the telecommunications company Tie Technology in 2006, the quality of customer service was really low. When AI tools appeared almost 20 years later, it seemed that business owners would finally be able to solve this problem. But Ekes’ experience shows that in many cases artificial intelligence has actually made customer service even worse.
“It’s not like you can just roll out an AI tool, eliminate contact with a real person, and declare that this is progress. It will just make your customers even angrier,” says Ekes.
Customer surveys confirm what he says. For example, research firm Gartner has found that 64% of consumers do not want companies to use artificial intelligence in customer service. Of 5,700 respondents, more than half admitted that if they found out a company was planning to introduce artificial intelligence into its customer service, they would consider switching to a competitor.
The problem, Ekes says, is that business owners instantly switch to artificial intelligence solutions without delving into the real issues in their customer relationships. Lately, he adds, “customers are being poorly served because of budget cuts, outsourcing, insufficient training on phone systems and – in our view, most importantly – a lack of CRM integration.” TieTechnology helps companies connect their phone systems with their customer relationship management systems.
Ekes believes that replacing human customer service agents with AI chatbots will not solve these problems; customers will always choose to call and will want to talk to a real person. Almost two-thirds (61%) of customers want to resolve their issues by calling, chatting, or meeting with a real person, according to the 2025 report by Qualtrics.
“Customers want a personalized attitude,” says Ekes.
That’s why he believes that solutions which successfully combine customer data, customer experience, and phone systems “will be the winners in this artificial intelligence race.”
Originally published at https://inc-baltics.com/klientu-apkalposana-maksligais-intelekts-nav-panaceja/
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