The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist

As technology advances, we have become accustomed to interacting with automated solutions like IVRs and chatbots for customer service. These systems have streamlined many processes, allowing us to get answers and support quickly and efficiently when companies follow CX best practices. However, the paradigm is changing, whereby it’s not just humans contacting customer care departments but also AI robots acting on behalf of humans too.

DoNotPay, for example, is launching an AI robot that interacts with customer service agents through live chat or emails to negotiate bills, cancel a subscription, pay parking tickets, and more. So what are the ramifications? At a minimum, employee and agent communication skill building and training need modification. “Robot CX” is becoming a real thing.  

 CX Best Practices When Interacting With AI Robots

1. Don’t make assumptions. Take time to understand the capabilities of the AI robot. Many chatbots are built on top of existing rule-based systems, which means they are limited in the types of conversations they can handle. So, be aware of what it can and can’t do to manage expectations and reduce frustration. As emerging technology rapidly advances, get educated, so you are always prepared and ready.
2. Be Impeccable With Your Words: Use concise and simple language. Avoid negative terms, sarcasm, jargon, and technical phrases that the AI robot may not comprehend, leading to longer talk time and aggravation. Likewise, be mindful of legal compliance. The same regulations apply whether conversing with a robot or a human. Everything is trackable so never let your guard down.
3. Don’t take anything personally: AI robots are not human with emotions. Interacting with bots can be stressful and a test of patience. So, remember that the perceived lack of empathy or understanding is not personally against you. Stay calm and composed. Take deep breaths.
4. Always do your best:  Focus on delivering meaningful customer experiences, whether human or robot. Robot CX is a strange concept, but it’s a reality, so adopt the changes, or your competitors will outpace you.

Note to reader: If you have yet to read my favorite book, The Four Agreements, I recommend you do so, which is the basis of my above recommendations. The Four Agreements is life-changing for personal growth and incredibly valuable for leading business transformation, as I explain in my other article.

People must approach conversations with an AI Robot as if they are interacting with a human customer.

The lines are getting blurry as to who is on the other side of the customer call or online chat. So, always be friendly, helpful, informative, and impeccable with your words. Likewise, avoid taking anything personally or making assumptions. And do your best when negotiating or solving an issue. Get educated on AI robot capabilities and adapt problem-solving strategies.

While I’m expressing views about human-to-bot interactions, there will soon be robots handling complaints and questions from another bot. Will they argue? Will they get frustrated like humans? It’s kind of funny to imagine, yet, challenging to comprehend too. Time will tell. Buckle your seatbelts as we’re in for an interesting journey.