Is AI a comparable replacement for customer service workers?

As an information systems student, it’s important to consider the impact of AI on real-world jobs. As we see the rise in automation and the transition to artificial intelligence, it’s not surprising that many of us find ourselves growing accustomed to speaking to a robot rather than a real human.

It’s easy to look at the statistics and see it as a positive, especially from a business standpoint. Even researching the option of AI customer service representatives, you immediately see benefits such as:

• 24/7 availability
• Cost reduction
• Faster response times
• Larger scalability
• Consistent and guaranteed responses

But as both a consumer and employee, it’s hard to ignore the downsides. From a personal perspective, it feels difficult to rely on an AI chatbot to be able to answer any question or issue I may have. Even trying to troubleshoot a seemingly simple problem via an automated robot can turn into a never-ending loop with no solution. Additionally, talking to a real human, especially in a vulnerable or difficult moment, is most likely going to feel more personal and meaningful.

While researching the opinions of others on this topic, I have found similar results. Humans consistently feel let down by AI agents. Whether it’s due to the lack of empathy, the feeling of being stuck in an automated loop, or privacy concerns, many people struggle to accept these artificial representatives. 

An article by CNBC discusses customer reactions to AI chatbots, stating that 1 in 5 consumers saw no benefit in AI customer service representatives. This article specifically mentions that, regardless of a customer’s opinion on AI as a whole, they rank it among the lowest when it comes to customer service in terms of usefulness, time-saving, and convenience.

In addition to the consumer standpoint, it’s hard to accept this reality as someone who has worked in customer service for 6 years. Interacting with people every day, you form connections and learn more about those around you, as well as about yourself. Even a seemingly mindless 5-second interaction has the ability to change the trajectory of someone’s day. By taking away these moments, we are losing the importance of community and connection.

All of this being said, I think that the primary concern is the decrease in human interaction and the inability to adapt and consider a person’s feelings when it comes to problem-solving in the business world. Being a person who enjoys working in customer service and engaging with people all day, it’s hard to imagine a world without that. I’m interested in learning more about how AI will evolve in this sector, as well as how the general public will react to it.