Customer Service AI and Human Reasonableness Strategies

Poor AI Puts Organizations At Risk

The more Artificial Intelligence systems are used, the more of a "high touch" balance is needed to avoid the danger of eliminating the important element of human reasonableness. A healthy AI and human reasonableness balance equal money in the bank, while ignoring it in an AI solution will ultimately result in lost user/customer satisfaction and ultimate failure.

The increased use of AI will lower costs, maximize productivity, improve service, and increase revenue and profit. However, AI does not drive business, rather customers do. The more our society interacts electronically, the greater the likelihood for people to experience personal alienation, which could ultimately lead to an environment where AI solutions make poor or inaccurate choices.

To create the balance, three elements are vital: AI application, the user, and management. To promote these key elements, a vision, an environment that promotes this vision, a bottom line of customer service, and the human equation must be considered. Human reasonableness modifications to AI processes encourage the individual to interact effectively, improving productivity by using AI.

Customer Service Vision and Its Environment