The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries.
However, CX professionals should not view automation as a replacement for customer service and support agents as humans can handle some tasks best.
What Humans Do That Automation Can’t
There are aspects of CX interactions unique to humans:
- Human agents can provide a level of understanding and empathy that may be difficult for automation to replicate.
- Human agents can handle more complex or nuanced inquiries.
- Many customers value the personal touch and individualized attention human agents can offer and prefer to talk to a person rather than a machine (even one as sophisticated as our Intelligent Virtual Assistant).
Human-Automation Interaction Best Practices
Use Automation for Routine Tasks
Automation can be a valuable tool for handling routine tasks, such as answering frequently asked questions or routing customers to the appropriate department.
Blend Automation and Human Interaction
By using a blend of automation and human interaction, companies can take advantage of both while providing the personalized and empathetic service that many customers value.
Train and Empower Human Agents
Investing in training and development is essential to ensure agents provide the best possible service. Training helps agents stay up-to-date on the latest technology and techniques and feel confident handling a wide range of customer inquiries.
Support, Not Replace Agents
Automation should not be viewed as a replacement for human agents but as a support, taking on some of their workload. The best customer experience comes from a blend of automation and human interaction. Learn more about The Role of Automation Technology in Customer Service.