AI is a Critical Step in Quest to Humanize Customer Service

Through this fleeting conversation, I was able to do a complete remote skin diagnostic and analysis which the chatbot used to then recommend products to best suit my specific needs. Companies such as global cosmetic brands are using such platforms to create end-to-end engagement journeys on Facebook Messenger or their website right through to the point of sale. A customer can get his or her custom skincare treatments from the comfort of the home or while on the move.

Humanizing insurance

This replication of human interaction was surprisingly engaging, and my first thought was how this could be applicable across a number of customer marketing scenarios.

One of the biggest challenges with insurance and similar financial services is the trust issue but also that fear factor that many people have with financial products. On one hand, they may not possess the knowledge but refuse to admit it to anyone. While also many detest being badgered by a pushy sales agent. Conversational AI is the ideal glue to bring these parties closer together.

Why not provide more intelligent self-service ways like a chatbot to help customer research, answer queries, and develop an understanding and a profile. Given the complexity of financial products, a customer will, at some point need to talk to a human to get more specific insight and information. But that point of handover from bot to human is completely down to the customer.

This non-invasive, conversational engagement lowers the barrier to connect to customers while giving the individual complete control over what information to seek, share, and act on.

This example highlights the different roles that bots and humans can undertake in the future customer journey. AI and bots can give customers intelligent and customized access to the exact information they want, and they can ask questions and query at their will, anywhere and anytime. The data is captured and can be picked up again if the conversation stops and starts. If needed, a human agent can join, see all the relevant data and take the conversation further to eventually conduct the transaction.

It’s worth noting that 77 percent of Hong Kong consumers prefer humans offering financial and wealth advice rather than robo-advisors. This according to the recent study -- Artificial Intelligence in Asia: Trust, Understanding and the Opportunity to Re-Skill, conducted by YouGov, commissioned by Sales force.

By creating this more natural and humanized interface by combining conversational AI, bots, and humans, customers are more at ease and more trusting in the process.

It is clear that people on the street today harbor an inherent fear of AI as they envisage algorithms and robots taking over the world. But by allowing machines to take over the more mundane or predictable tasks, people can actually do more. Time is freed to give people greater capacity for higher value tasks or more meaningful actions such as building genuine emotional connections with customers or tackling complex decisions and problems. Rather than be seen as a threat, AI could be seen as a savior when you imagine how it could provide all of us with the simple pleasure of more downtime.

Ironically it is AI, if used correctly that could unlock the challenge to make customer service more engaging and ultimately more human.