Here is my reaction paper on Consumers expect AI to radically transform service 2023. It tells about consumers thoughts on AI. It has five sections, which have their own topics. Sections talk about for example how AI should be more personalized, more sensitive and how in general AI will change the way customer service will be in the future.
Favorable features
The future of customer service is going to be in the hands of AI. Nowadays businesses are not using AI as much as they could, which I think is great. I’m happy that we don’t yet live in a world were the whole customer service is run by robots. At least for me the experiences with AI have not been as exciting. I didn’t get the same satisfaction as when talking to my friends. Consumers have stated that some empathy from the AI would be a plus. Empathy is not achievable with AI during this time but I wish the developers are considering boosting it.
Comparing AI to human customer service. There is a trait to mention. Humans don’t always know or remember everything but as it goes for AI it’s a different story. AI is going to be an asset for customer service. As AI already has the information it can reply in seconds back to the customer. When AI is working with human agents it can transfer the customers to the right person. This makes the service also more smooth.
Sometimes it’s even hard to realize when you’re in contact with AI. AI is blending into our society already and sometimes you might not even notice it. It is scary to think about how AI is not even noticeable or how much it gathers data from people. For me it would be important to know when I’m in contact with an AI. I hope in the future I don’t have to guess if I’m talking with a real human or with an AI. There should always be a difference between talking with an AI and a real person.
Sharing Information
Consumers think that eventually AI will become so smart that it knows right away what you’re searching for. I’m not that enthusiastic about AI knowing what I want. Consumers believe that the more AI knows about you the more it can personalize things for the customer. I don’t understand how people are so willing to hand out their data. I feel skeptical about AI knowing a lot about my life.
For having some caution for the use of AI. It would be great to have an option to say no or yes when sharing the data with AI. At present people aren’t always aware of what they accept when they are accepting the data to use different sites. When AI is going to be more involved in customer service, customers should be informed of the data they need to share with AI.
Future position
AI’s rise to the top can lead to changes. We have had customer service between real humans for so long that AI can actually be a drastic change to our everyday life. Hopefully companies are not going to completely get rid of humans. AI should be slowly adapted to customer service and not as a quick boom. Definitely not until it’s fully operational.
Summary
All things considered I feel somewhat skeptical about AI and how trustful people can be towards it. Of course it will improve some aspects of service which is great. I just don’t feel comfortable about sharing much of my personal data with AI. We have seen in some movies how robots have taken over the world. I don’t think it’s far-fetched comparing the future use of AI to those movies.