Sales and marketing firm Blue Moose specialise in delivering memorable experiences directly to consumers. The company recently spoke out on why they are confident that artificial intelligence will never be up to scratch within the customer service sector.
Blue Moose is a sales and marketing firm with a number of offices across the UK that offers a bespoke service. The company provides unique experiences to customers, spending quality time getting to know the brand and creates a personal brand experience for each client. The company’s personalised service drives its customer loyalty and encourages a continued stream of sales, through return business and customer recommendations.
Over recent years a stream of companies have been turning to AI and developing digital customer solutions in an attempt to automate their processes and to service a broader and more demanding demographic. However, it is evident that an increasing number of companies are choosing AI to deal with customer requests to manage their growing customer base, not necessarily to improve the customer experience.
Although investing in AI technology makes sense in terms of regulation, it can also be viewed as poor business practice. Many issues have arisen with AI in recent years, primarily that systems are not able to predict or offer solutions to all customer queries despite a growing database of potential answers. An unresolved query and no human interaction to provide a solution can cause a massive sense of frustration within the customer’s experience. A recent study states that a shocking 67% of customers ended a phone call when unable to get through to a human customer service representative when attempting to resolve a query.
A recent study reported in CNBC has discussed that AI still has a long journey of development before it is ready to replace a human representative. This study based its research on the most popular AI systems readily available, including Apple’s Siri, Google, and Bing. The overwhelming research found that the average IQ of the most popular artificial intelligence systems is measurable to a six-year-old child.
Blue Moose has found the research to only support their view on AI, and how it will never be able to replace a human-to-human experience. Blue Moose puts a massive sense of customer interaction at the forefront of its company, to offer the best experience for all customers, old and new. The firm believes this is a service that AI will never be able to provide as efficiently as a dedicated member of their workforce.