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.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.