Every day, you contact companies about everything from buying products to checking on orders or handling a return. In the past, you’d likely talk to a real person over the phone or via live chat. Now, with the rise of artificial intelligence (AI), chatbots are the new go-to for 24/7 support.
While the global chatbot market—ticking up from $370 million in 2017 to an anticipated $2.2 billion by 2024—might seem all the rage, recent surveys remind us that 71% of customers prefer speaking with actual human agents. In fact, 60% feel that chatbots can sometimes miss the nuances of their problems.
Many companies are using chatbots as the first point of contact, only switching to a human agent if the issue proves too tricky. This system works well for routine questions but can fall short when a personal touch is needed for more complex issues like shipping details or payment hiccups.
An analysis of over half a million interactions at a North American retailer found that many inquiries revolve around orders, coupons, products, shipping, account issues, and payments. It turns out that when things get complicated, customers are more inclined to speak with someone who truly understands their concerns.
Human agents often match the customer’s language better than chatbots, which can lead to clearer communication and a stronger connection. If you’ve ever felt misunderstood by a chatbot, you know the importance of having a real person who can pick up on your unique way of speaking.
For businesses, the message is clear. Start by figuring out what your customer needs—simple queries might be handled by a chatbot, but more nuanced issues deserve human insight. Both chatbots and human agents should adjust their communication styles to mirror the customer’s tone, ensuring technology complements rather than replaces true conversation.
