The Winning Combination of Humans and Bots for a Seamless Customer Experience

AI has been revolutionizing the face of customer service globally- more so during the pandemic- with AI-powered chatbots and other virtual agents taking the center stage. An increasing need to offer streamlined end-to-end customer experience is the primary reason why more and more firms are aggressively investing in modern technology to improve their customer support. However, traditional ways of providing customer service- which was solely based on humans- proved to be tedious both from the employee as well as from the customers' perspectives. While customers (especially the millennials and gen-z users) were tired of pressing buttons to avail themselves different kinds of services, service reps also considered that answering the same questions repeatedly was monotonous. This is why most organizations in recent times have decided to switch to virtual agents, which use AI, ML and other tools to frame and deliver customized responses to different types of customer requests and queries.