{"id":29194,"date":"2023-08-09T16:17:42","date_gmt":"2023-08-09T15:17:42","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29194"},"modified":"2023-08-09T16:18:49","modified_gmt":"2023-08-09T15:18:49","slug":"4-big-myths-ai-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/4-big-myths-ai-customer-service\/","title":{"rendered":"The 4 big myths about AI in customer service"},"content":{"rendered":"

Every day, we hear something new about AI \u2013 what it is, how it\u2019s evolving, and how it will impact us.\u00a0<\/span><\/p>\n

There\u2019s still so much we don\u2019t know about this technology, but there are some myths we can already bust \u2013 at least when it comes to customer service. As time goes on, and rumors spread, it turns out that just like a bad AI chatbot, humans are pretty good at just making things up.<\/span><\/p>\n

So, here are some of the myths we\u2019re seeing about AI in customer service.<\/span><\/p>\n

AI will take all customer service jobs<\/b>
\n<\/b><\/h2>\n

This is a common fear across a lot of industries, but it\u2019s already becoming clear that unique human strengths will continue to play a major role in top-tier customer support. While AI takes on the more repetitive tasks, support teams have a chance to think deeper about their customer experience offering, and <\/span>handle the more complex cases<\/span><\/a> that ultimately boost customer loyalty.\u00a0<\/span><\/p>\n

As Des Traynor, Intercom\u2019s Co-founder and Chief Strategy Officer, said on a <\/span>recent Intercom podcast<\/span><\/a>: \u201cHigh urgency, high drama, high emotion. Those are the types of things where humans specialize.\u201d<\/span><\/p>\n

\u201cThe less time spent on repetitive FAQs, the more time reps can spend on maximizing their individual and team\u2019s success\u201d<\/p><\/blockquote>\n

Not only that, but AI looks set to expand support reps\u2019 development opportunities, and open up entirely new skills and career pathways. From bot orchestration, to knowledge base management and optimization, to product education \u2013 the less time spent on repetitive FAQs, the more time reps can spend on maximizing their individual and team\u2019s success.<\/span><\/p>\n

AI is overhyped<\/b>
\n<\/b><\/h2>\n

We get it, we also had a healthy dose of skepticism at the beginning, and after the crypto bubble, who wouldn\u2019t? But now that we\u2019re seeing AI dramatically <\/span>easing the workload of support teams<\/span><\/a>, its power and potential is impossible to ignore.<\/span><\/p>\n

Fin can resolve up to 50% of questions, instantly. With half your team\u2019s support queries taken care of, think of the opportunities you could realize in terms of optimizing your support team operations, enhancing your customer experience, and building relationships for more seamless cross-team collaboration.<\/span><\/p>\n

\u201cAI is hyped. It’s hyped to shit. And yet I think the hype\u2019s real\u201d<\/p><\/blockquote>\n

That\u2019s why we believe that AI in customer service is being hyped just enough \u2013 not because of what it can do, but because of what <\/span>you<\/span><\/i> can do with the time it gives you back. Our Chief Product Officer, Paul Adams, has worked at the center of two huge technological advances, and is convinced AI is bigger than both<\/a>.
\n<\/span><\/p>\n

\u201cI worked at Google in the mobile team when we launched Android… I worked at Facebook at the height of social a few years later. AI, to me, feels way bigger, way bigger [than those] and AI is hyped. It’s hyped to shit. And yet I think the hype\u2019s real.\u201d
\n<\/span><\/p>\n

Customers aren\u2019t ready for AI chatbots<\/b>
\n<\/b><\/h2>\n

Customers have traditionally had a rocky relationship with chatbots, often finding them awkward, unintuitive, and unhelpful. But the will to self-serve is strong, and considering the power and potential of AI chatbots, <\/span>73% of support leaders<\/span><\/a> believe that customers will expect AI-assisted customer service in the next five years.\u00a0<\/span><\/p>\n

That means that the next couple of years mark a crucial juncture for customer-chatbot relationships. Our <\/span>recent user research<\/span><\/a> showed that customers are already much more confident that an AI chatbot will understand their queries, and ultimately be able to help them.\u00a0<\/span><\/p>\n

If you\u2019ve been playing around with ChatGPT, you\u2019ll already be expecting AI chatbots like Fin to converse in a more natural, human way than we\u2019ve been used to in the past. It\u2019s immediately easier for a customer to convey their point, establish an understanding with the bot, and get an answer they can understand and question further if needed. Not only that, if Fin doesn\u2019t understand what a customer is asking, it can dive deeper, asking clarifying questions to figure out exactly how to help.\u00a0<\/span><\/p>\n

Hallucinations make AI unsuitable for customer service<\/b>
\n<\/b><\/h2>\n

Generative<\/span> AI\u2019s trustworthiness was a major question when ChatGPT first came on the scene \u2013 and one of the biggest challenges we faced when trying to build our own AI chatbot. Despite the incredible potential of generative AI, there was no way we could risk a chatbot confidently providing plausible but incorrect information to our customers.\u00a0<\/span><\/p>\n

\u201cNow, companies across a range of industries are finding ways around generative AI\u2019s biggest flaw\u201d<\/p><\/blockquote>\n

However, as the weeks went on, we <\/span>began building<\/span><\/a> the guardrails and safety measures that form the foundation of our AI chatbot, <\/span>Fin<\/span><\/a>. To quote Fergal Reid, Intercom’s Senior Director of Machine Learning: \u201cWe\u2019ve done a lot of work to use the large language model to be conversational; to use it to understand a help center article you have, but constrain it to only giving information that\u2019s in an actual help center article that you control and that you can update and you can change and you can edit.\u201d And it’s not just us \u2013 now, companies across a range of industries are finding ways around generative AI\u2019s biggest flaw, and making their customers’ lives easier.<\/span><\/p>\n

If Fin can\u2019t answer a question based on the support content you provide, it will admit that it doesn\u2019t know, triage the customer\u2019s query, and seamlessly hand off to a human support rep. As a result, you never have to worry about your customer receiving a sub-par experience and leaving the chat with a little less respect for your brand. Either their query is resolved by Fin, or it\u2019s passed to one of your trusted reps for some more TLC.\u00a0<\/span><\/p>\n

For more on AI and the ways it\u2019s shaking up customer service, take a look at the dedicated AI and automation section of the Intercom blog<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Every day, we hear something new about AI \u2013 what it is, how it\u2019s evolving, and how it will impact us.\u00a0There\u2019s still so much we don\u2019t know about this technology, but there are some myths we can already bust, at least when it comes to customer service.<\/p>\n","protected":false},"author":477,"featured_media":29205,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198],"tags":[604,25203,11948],"coauthors":[24862],"class_list":["post-29194","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","tag-ai","tag-ai-in-customer-service","tag-automation"],"yoast_head":"\n4 big myths about AI in customer service<\/title>\n<meta name=\"description\" content=\"There\u2019s still so much we don\u2019t know about AI, but there are some myths we can already bust \u2013 at least when it comes to 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