AI and How It Impacts the Customer Experience

We are living in a time where AI has become a frequent topic of conversation and is a major part of our lives, from using live chatbots on websites to interacting with automated answering systems. But, with its consistent infiltration into our daily lives, it begs the question; how does AI impact the customer experience?

AI vs Customer Experience

Customer service is a vital component of all businesses, particularly those in the asset finance industry. From responding to finance queries, providing feedback on applications and working alongside brokers, the element of human touch is what makes us stand out as a finance lender, helping us to better connect with our clients.

While AI has revolutionized the level of customer service a business can now offer their clients with systems like chatbots, people have started to notice a clear disconnect when interacting with AI software rather than an individual.

Typically, when you receive an email you know it has been written by a person. Even if it’s on the more abrupt side, there are clear tells that it has been written by the person you are dealing with rather than an AI. The generic and impersonal nature of AI generated emails is obvious and something your clients will pick up on quite quickly, especially if they are used to a more personal service. This in turn can lead to poorer customer relationships, with clients not feeling cared for, or as though their requests aren’t being seen to properly.

So, what is AI lacking?

Through the implementation of this new technology, that level of personal touch we’re all used to from a business is slowly being lost – and it isn’t exactly going unnoticed…

Many people, particularly those within the older generations, are struggling to get used to using AI, especially in a customer service capacity, due to its lack of personal touch.

Keep reading to find out more about the impact that AI is having on customer service and the Dawsongroup finance approach to the future.

Contact Dawsongroup finance today to find out more about Dawsongroup’s Smarter Asset Strategy and how it can help your business get to the next level.