For decades, pitting humans and Artificial Intelligence (AI) against each other has been a major topic of conversion. It seems like an inevitable showdown is just waiting to unfold. One of the ways this debate manifests itself is with 24/7 live call answering services. This is because many businesses are left unsure whether they should opt for human vs. automated solutions. At the end of the day, organizations want to provide exceptional customer service around the clock, whether using human agents or automated systems. In this blog, we will showcase what each has to offer and the areas they are lacking to help guide you to the best decision for your business.
Human vs. Automated: The Pros and Cons in 24/7 Live Call Answering
When it comes to human vs. automated solutions for customer service, each approach has its pros and cons. You can sort out this debate for your 24/7 live call answering service with the information below:
The Human Touch
Nothing is quite like that human touch. It births originality and innovation, but most importantly, it fosters empathy. You can expect this if you decide to opt for human agents.
Human agents will have a better understanding of clients’ emotions and their set of circumstances. This understanding will allow them to connect on a personal level with customers, thus making them feel valued. They will also be able to guide customers through complex issues and overcome language barriers to provide a better experience while adapting on the fly.
While having that human touch can make a world of difference, there are some missteps humans make along the way. Humans are remarkable, but when it comes to continuous availability, we need breaks. Whether this is for sleep or needing the weekend to recoup, there are limitations to human availability. We also wouldn’t be human if we didn’t make a mistake or two. When taking all of this into account, you are prone to encounter an issue or two.
Pros
- Empathy
- Complex Problem Solving
- Navigate Language Barriers
Cons
- Limited Availability
- Human Error
The Rise of Automation
There is a reason behind the rise of automation, one of which is that it provides unparalleled efficiency. When it comes to answering services, this can be especially helpful, providing everything from 24/7 availability to consistency. Unlike humans, automated systems do not need to sleep or be fed, allowing them to assist customers at any time.
Being able to have consistent responses as well will prevent any errors a human would typically make. With these advantages, you can expect to save both time and money as your automated system handles a high volume of calls. That said, the reason why these two options are constantly debated is largely due to automation’s lack of empathy.
Automated responses can come off as cold at times, lacking the warmth and understanding that human interactions provide. Also, its generic responses can frustrate customers seeking personalized assistance. Last but not least, automated systems can’t handle diverse languages and accents as effectively as human agents can.
Pros
- 24/7 Availability
- Consistency
- Cost-Effective
Cons
- Lack of Empathy
- Inflexibility
- Accent Limitations
The Future of Customer Service is with WeAnswer
The purpose of AI and machine learning is to assist humans and make life more convenient. As technology continues to advance, we can expect the lines between human and automated support to blur even further. Companies that aim to provide exceptional 24/7 live call answering services should strive to harness the strengths of both human and automated approaches by adapting their strategies.
If you can’t find the right balance to meet the unique needs of your business, don’t hesitate to give WeAnswer a call. We have an exceptional answering service, providing top-notch support and convenience to your customers. We also offer 24/7 services, even during holidays, so you can rest assured that your customers will always receive the assistance they need.