The Future of AI in Customer Support Automation

Explore the evolution of customer support automation and how AI is transforming the industry, making traditional methods obsolete. Discover why AI agents are the future of customer service.

The Future of AI in Customer Support Automation
Created time
Oct 7, 2024 05:00 PM
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Oct 7, 2024
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We see conversations like this online every day with responses like:

  • "Tried it, users hated it, obviously"
  • "I want a human being to confirm my understanding"
  • "Too complicated, it requires a human touch"
 
But customer support is no different from any other process that has undergone automation (and for which the same objections were raised):
 
  1. Shop assistants at tills → Self-checkouts
  1. People to check you in at airports → Self-check-ins
  1. Warehouse pickers → Automated warehouse logistics
 
All of these were rejected at first for one or more of the above reasons (some are still rejected by a vocal minority). But I for one wouldn't want to go back on any of them now.
 
The same will happen with customer support. In a few years, we'll see any site without an AI agent as dated and inconvenient.
 
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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.