Myths About Artificial Intelligence in Customer Service Roles

With Artificial Intelligence (AI) being the hot topic of the moment, there's a lot of information being spread on the internet, some of which is not entirely true. The misinformation surrounding this technology can make people skeptical if it truly works. If you're one of those skeptical people, we're here to debunk the myths and help you understand the true role of AI.

Myth 1: The AI sounds like a robot

We'll be straight up - that was indeed true some years ago. However, technology is evolving so rapidly, that AI sounding like a robot is a thing of the past.

We now have the technology to make AI voices mimic human voices, sounding much more natural. Using what we call Natural Language Processing (NLP), AI can understand and respond to customer queries in an engaging and human-like conversation. It is also possible to adjust their tone and pace, creating a personalized AI to respond to your customer's mood.

So, nope, using AI as a Customer Service assistant won't be like hiring R2-D2 to do the job.

Myth 2: AI is unable to understand and respond to complex queries

Artificial Intelligence has intelligence in its name for a reason. Today, it is possible to train and teach AI a wide range of complex queries and issues.

As us humans often do, AI can learn continuously and use past experiences to improve its actions. Let us explain: when AI first emerged, it was like a toddler, learning to walk and talk. It had, however, so many "parents" teaching and nurturing it around the world, that it grew to a super intelligent adult, capable of doing a lot of things we couldn't even imagine in the past. Sure, there's a lot AI will still learn, but as of now, it can definitely understand complex queries. And, to be honest, it has a much better memory than any of us humans, and can remember all inquiries and customer interactions it has ever experienced!

Myth 3: AI is too expensive for small businesses and independent workers

Well, this one can be a tricky one. Custom AI solutions are indeed costly to develop. However, with the introduction of solutions like Jane, this is a myth of the past. Jane is subscription-based, making it accessible to small businesses and independent workers.

When you're having more efficiency and excellence with your customer service, you can perceive cost savings from clients that would otherwise not pursue with the service. So, basically, AI is not only accessible, as it represents an initial investment that pays itself with the cost savings of hiring someone and the new client opportunities that emerge from a better service.

Myth 4: AI will replace human jobs

We all have that friend that fears that humanity will one day be overpowered by robots or that AI will become so intelligent that it will develop a sense of self and control humans rather than the contrary. And, if you think that way, let me just say, you might be watching too many dystopian movies.

The whole concept of AI is to make our lives easier. The same way it was hard convincing people that we could have our entire lives in a small piece of metal and glass (and I bet you're reading this right now using one of those!), we have an educational journey to convince everyone of the benefits of AI.

In customer service, for example, AI is designed to assist and enhance human capabilities, handling repetitive tasks that take too much of a person's time. With this collaboration between AI and humans, us humans can focus on much more complex issues, like building a deck for example (which an AI is definitely incapable of doing and will continue to be for many many years). Let the AI handle customer service, with an efficiency that no human can have, while you focus on the hard complex work, which, in turn, no AI can do.

Quick Myth-Busting

"AI will make mistakes and give my customers the wrong quote". While this can be true, we can assure you that humans make a lot more mistakes than AI. So, why the fear of AI making mistakes, if us humans do it much more? The AI is capable of remembering every single interaction, and can draw from the past to act in the present, while for us humans, it can be a harder challenge to remember everything, and have every single number and quote on top of our head. So, yes, while this is partially true, AI learns from its mistakes much faster than us humans, while also having a memory drive that is no comparison to human memory.
"AI systems are completely unbiased". This is absolutely not true. As I explained earlier, AI learns from humans, and us humans are not unbiased. We all carry our different biases, and AI learns from that. In the case of Jane, you'll teach everything about your business from your own perspective and words, and she'll simply replicate what she has learned from you.
"AI can predict the future". No. Perhaps the only people who can predict the future are psychics, clairvoyants, astrologers. Depends on what you believe in.

While there's still a lot of misinformation and misconception about AI out there, we hope this collection of mythbusters is helpful in navigating the modern technology world. There's a lot of opportunity with AI in terms of productivity and skepticism can prevent you from being in the front of innovation and technology. Jane is here to facilitate your life, and help you focus on the work that really matters, while having a customer service of excellence and efficiency.

If you have any questions or need help with other resources, don't hesitate to get in touch with us by emailing: jane@heyjane.ai