AI vs The Human Touch
There is a lot of hype around AI and while it can do some things pretty well, like fetching lists or pulling together research resources, it is NOT a replacement for the human touch, no matter how much companies try to make it so.
Survey after survey shows that people prefer talking to a person to resolve their problems (especially if they are complicated….) rather than use an automated system and yet companies persist in forcing us into their automated systems, whether we like it or not.
Robots are like shingles – they just don’t care – and when you are frustrated by a complicated problem, dealing with a robot just makes you even madder and even more frustrated.
The whole purpose of AI support is to reduce the amount of human contact between a company and its customers. I think this is a HUGE mistake – now, more than ever, people are hungry for the human touch. In an increasingly digitized and impersonal world, we all want and need connection and community. This sense of connection is the foundation of customer loyalty. I believe companies that ignore the basic human need to connect with other humans do so at their own peril.
Thoughts?
