Should they deploy a AI chatbot now or wait?
Yes, I think that they should deploy an AI chatbot now. An AI chatbot can significantly enhance customer service by providing faster and more accurate responses, a key factor in customer satisfaction. According to HubSpot research, 40% of people prioritize quick and easy help over whether it comes from AI or a human. Moreover, studies show that AI-generated messages often make users feel more “heard” due to superior emotion detection capabilities (though when they find out it’s an AI bot they feel less heard). By deploying a chatbot, Jennie’s company can handle higher customer volumes efficiently, offering consistent support at all hours. This could also reduce costs, as AI systems enable inside sales reps to engage more prospects at a fraction of the cost compared to traditional methods, driving both productivity and customer satisfaction.
What should they consider as they make that decision?Â
While the benefits of AI chatbots are compelling, several considerations should guide the decision. First, transparency is critical—customers may feel less valued if they realize their interactions are automated, despite the chatbot’s efficiency. Providing an option to transfer to live agents, as 90% of surveyed individuals prefer, is essential to maintaining trust. Additionally, the implementation should be framed as a complement to human agents rather than a replacement, ensuring employees feel supported rather than threatened. Lastly, the company should be prepared for an adjustment period, as gains from new technologies, such as those realized from electricity or computers, often take time to manifest fully.
