No.
Most consumers hate the idea of AI-generated customer service | 53% say they would move to a competitor if a company was going to use AI for customer service.
Customers Absolutely Abhor AI-Powered Customer Support
You yourself hate AI-customer support, so why would your customers feel any different?
In my personal day-to-day life, whenever a situation arises that would require me to chat with customer support, I would keep spamming “talk to a human agent” in the chatbox so that I could connect to real, breathing person.
Had I wanted to talk to AI, I would’ve just used ChatGPT myself. The main reason why I would even use customer support is that I want someone in the company to be in the know of my troubles and frustration regarding their product, and NOT to be confronted with some AI which would just turn me away after a series of unhelpful responses.
A CEO seemingly oblivious to this collective sentiment tried to pull a fast one by laying off his human employees for “inefficiency” reasons.
Now, the board of directors are in panic mode as they try to ‘shove the toothpaste back in its container.’
Klarna’s AI replaced 700 workers — Now the fintech CEO wants humans back after $40B fall | The fintech firm is now rehiring human agents through a remote, on-demand model, while continuing to integrate AI across operations.
Excerpt from Reddit:
Klarna Group Plc’s co-founder and CEO, Sebastian Siemiatkowski, has admitted the fintech giant’s aggressive use of artificial intelligence in customer service has backfired. “As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality,” he said at Klarna’s Stockholm headquarters.
The company had halted hiring for over a year to focus on building AI capabilities, part of a broader cost-cutting effort. However, Siemiatkowski now says the shift needs recalibration. “Really investing in the quality of the human support is the way of the future for us.”
He emphasised that from both a “brand perspective” and “company perspective,” it is critical to “always” give customers the option to speak to a human.
The AI-Powered Lie
Most of these AI snake oil salesmen would have you believe that being “AI-first” is synonymous to “Customer-first.” It’s more like “Shareholders-first.”
People crave to talk with actual people—for someone to empathize, and understand where they are coming from. People don’t want disclaimers such as “the AI may occasionally make mistakes” because what is the point of asking for support from something that isn’t even sure of what to do to address a problem?
I would argue that in the long run, businesses are actually losing money from the use of AI support as people would just spam “talk to a human agent” anyway.
So you are essentially paying double, your human employees are overworked, which would logically result in your human employees leaving. And now you’re alone with your AI buddy which can’t even answer why your customers are churning.
Postface
If you are tired with the regurgitated AI content everywhere as much I am, why don’t you try contracting a real person to write articles for you? We are in the middle of launching our content writing services made by humans, just like you. Your customers would appreciate your authentic attempts at trying to connect with your community.
Reliebo 