Mike HeapMike 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.
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Sep 6, 2024 10:24 PM
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Sep 6, 2024
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revolutionizing-customer-support-the-rise-of-ai-agents
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Customer support chatbots get a bad rep
And it makes sense why, historically, they haven't been great... But times have changed. 'Chatbots' are now more accurately described as 'AI agents'. Here are a few of the biggest changes:
- 0 understanding → Complete understanding of products and users
- 0 personalization → Unique answers based on the user's context
- Bad UX → Rapid responses, natural interaction patterns
- Limited scope → No longer specifically programmed, now much more versatile
- Only simple issues → Complex resolutions with empathetic responses
- 'Dead ends' → Human handover with context when the AI agent can't help
It's still going to take some time for people to shift their opinions on chatbots/AI agents, but the better and faster these tools become at solving user issues, the more the trust will grow.
