Ever since artificial intelligence has been established, it has been put up against human work in every industry it penetrated. One of these notable industries include contact centers and customer service agencies.
Both AI and human customer support agents have their advantages and disadvantages in curating an excellent customer experience. The infographic below by Select VoiceCom details them visually. Nonetheless, whatever you choose, it is significant to use what best fits your budget and business model based on the responsiveness, knowledge, convenience, empathy, and proactiveness the agent brings. Because at the end of the day, what matters the most is that your customer support system meets your consumers needs and requests.