First, let's define the word wipe out as it is used in this context. AI and ChatGPT will not wipe out customer service as we know it in terms of destroying or eliminating it. They will crush customer service, by which I mean "knock it off," and elevate the customer experience beyond anything we've experienced to date.

AI, machine learning, NLP (natural language processing) and other forms of automated self-service have steadily improved over the years. By the way, NLP is a fancy term that means that the computer can talk to you in your language, like you would talk to a friend. In addition, in November 2022 came ChatGPT, which merges AI and NLP to a level that we thought was only possible in the distant future. Well, the future is now, and if used properly, the way we interact with customers will take a huge step forward.

In customer service, AI is usually associated with self-service and automated support. The best customer service departments have created intuitive self-service solutions that help customers find answers to basic or recurring questions. This allows agents to focus on the more complex and difficult issues. In the perfect world of customer service, everyone is happy. The customer gets answers without calling a company, waiting on hold and spending unnecessary time on the FAQs. The agents are happy because they can focus on helping customers and building relationships.

And what excites many contact center and customer experience professionals is that AI is being used not only to help customers, but also to support agents. Instead of agents spending time looking for answers, the ChatGPT platform is programmed to provide them with the information they need as quickly as possible. In other words, it makes an agent's life easier.

However, I have read articles and heard stories from agents highlighting concerns about job losses. Yes, some jobs will be replaced or relocated, which is part of any progress. But as a general rule, AI, ChatGPT, and other automated or self-service portals won't make customer service rep jobs disappear.

To think about: 'did video kill the radiostar'? Have ATMs replaced bank employees? The answer to both questions is no!

In 1981, television channel MTV aired its first music video, 'Video Killed the Radio Star' of the Buggles. That was more than 40 years ago, and it's clear that music on the radio and streaming platforms is doing better than ever. And in 1967, Barclays Bank in England unveiled the first ATM. Customers loved it, and many in the banking industry thought the bank teller job would disappear. When was the last time you walked into a bank? I bet you saw a cashier behind the counter. The point is that innovation in any form, and in this case the use of AI and ChatGPT in the contact center, doesn't necessarily mean jobs will disappear.

Sticking with the examples of MTV and ATMs, even if you record music and hope it plays on the radio, Spotify, iTunes, etc., it's still a good idea for musicians to make a music video as part of your marketing mix. And if you worked at a bank that didn't have ATMs, it wouldn't take long for your customers to get frustrated and move to a bank with ATMs, where they can get money outside of bank hours and in more convenient locations.

Our research on customer service and CX shows that by 81, 2023% of US consumers say the phone is their preferred communication channel when contacting a business. However, 70% use self-service to answer questions or handle issues before contacting a live customer service representative. While it may not be their first choice, customers are willing to use self-service. And as AI and ChatGPT can communicate better and better with customers, that number will increase.

When we asked respondents which customer service experiences they consider essential in the next three to five years, 24x7 availability was number one (1%). In addition, 53% of those surveyed said they want intuitive self-service options that give them easy and quick access to information and answers. The easiest way to meet the expectations of these customers is with self-service, especially with AI/ChatGPT-based chatbot technology. It is always open.

Aside from the above, customers expect to be able to switch to online chat with a live agent whenever they need it. While you may want your customers to use self-service options, I've been advocating for years that you should always provide them with a fast, easy connection to a live agent when they need it.

Back to the point of this article: the future of customer service is bright. Innovative technologies will provide a better customer experience. Compared to 'before' (read: last year), this new technology will help companies and brands crush their customer service'. But always keep this in mind: the best technology in the world has not replaced the ultimate tool for building relationships between a customer and a company: the human touch.

(Forbes/Shep Hyken)

This article was originally published on Forbes.com.

Cover image Jarretera / Shutterstock.com

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