The development of artificial intelligence technologies has created new opportunities in the field of customer service. Many companies use chatbots and virtual assistants for prompt response to inquiries and to improve service quality. These systems reduce time loss and allow providing more personalized service to customers. However, it is noted that the human factor is irreplaceable in cases requiring complex and emotional approaches.
Can artificial intelligence completely replace employees in customer service in the near future, or will both models operate in parallel?
In a statement to Medianews.az on the subject, Information Technology specialist Elvin Abbasov said that whether artificial intelligence technologies will completely replace humans in customer service is one of the most discussed topics in today's business world.
According to him, current technological capabilities and global trends show that it does not seem realistic that artificial intelligence will completely push out humans in the near future. On the contrary, the most effective result will be achieved through the implementation of a hybrid model arising from the synergy of both models:
“The most fundamental reason why artificial intelligence cannot fully replace humans in customer service is the emotional intelligence and empathy factor. Customer inquiries are not always simple and technical questions; in many cases, customers are angry, disappointed, or tense, and they want to see a person who understands them and provides psychological support, not just a robot that solves their problem algorithmically. No matter how perfectly artificial intelligence develops, although it can simulate the natural emotional depth, sincere consolation ability, and empathy that humans possess, it cannot substitute their true essence.”
E. Abbasov noted that on the other hand, the human factor is indispensable in solving non-standard and complex problems:
“Chatbots and virtual assistants work perfectly based on predefined rules, scripts, or existing large databases. However, in crisis situations that are not envisaged in the company’s internal instructions, require the involvement of several different departments, or demand a unique approach, artificial intelligence can get stuck in the code. At such moments, a person’s agile logic, intuition, and ability to step outside the rules and find compromises rescue the process from deadlock.”
The expert emphasized that the most successful model of the future is the parallel and cooperative operation of artificial intelligence and humans:
“In this model, artificial intelligence acts as a 'first line' operator responding immediately to repetitive, routine, and simple inquiries, thereby reducing time loss and easing the workload on employees. Employees focus their attention on complex matters requiring higher professionalism, creativity, emotional approach, and individual management.
Artificial intelligence will not replace humans, but companies that use artificial intelligence in parallel with humans will completely replace competitors who reject this technology.”
Oğuz Ayvaz,
Medianews.az