business messaging blog
AI Chatbots Versus Real Customer Service Agents
Scott Navratil

There has been come debate recently over whether customer service needs are better handled through real people or through AI chatbots or other AI-backed responders. Obviously, AI-backed customer service assistance has more expansive abilities when it comes to reaching customers and being available at any time. If someone has a problem at three in the morning, they might not be able to call into the corporate office. But customers can text in a question or message an AI chatbot and get an immediate response.

So why are some companies hesitant to switch over to AI-backed customer service? Many are afraid that customers will feel distanced or isolated by the lack of personal connections. Well, there might be a solution for that.

Realistic AI Paves Way for More Personal AI

Mark Sagar, digital animation technology expert, is changing the face of AI, literally. Sagar is CEO of Soul Machines, which is creating digital faces for customer service chatbots. Basically, the technology creates virtual faces to represent your once-faceless AI customer service. So when customers want to talk to someone at three in the morning about a problem, rather than sending a message to an anonymous receiver, they can use device with a front-facing to chat face to face with a customer service agent, or AI agent.

This new technology is a huge step forward for personalizing the AI-backed customer service experience. Soul Machines technology can even read facial expressions and react to those very facial expressions. Soul Machines can utilize facial expression cues to imitate an illusion of empathy, a valuable trait of customer service representatives.

The Growth of AI Technology

Realistic faces for AI customer service is an impressive step forward for AI, especially in helping with customer service needs. While not everyone is going to be using realistic faces to front their AI chatbots, there is an important take away: AI technology is always improving.

With a group of customer service representatives, there is little potential growth aside from training and language development. However, with AI, there are no limitations to growth. AI can handle a variety of languages and cultural understandings. They can work around the clock without growing tired or frustrated. AI chatbots can learn and follow customer habits and transactions to better understand them and their needs.

But the greatest advantage of AI is its potential for growth. Soul Machines is only one aspect of such growth ability. Now AI can become more personal, whether through voice response or face-to-face chats with digitally-created AI customer service agents. So companies will not have to choose between the personal touch of a real customer service agent and the varied talents and abilities of AI chatbots. With the limitless potential for growth, companies would be smart to invest in AI technology, especially for their customer service needs.

Chantel Fullilove

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