Bots ‘v’ Humans – The Battle For Good Service

Bots ‘v’ Humans – The Battle For Good Service.

There’s been much talk around the topic of artificial intelligence (AI), and its ability to replace human jobs. One of the sectors flagged as being most at risk is customer service, particularly in a contact centre environment where Chatbots are becoming the norm. But when it comes to bots versus humans, who wins the battle for good service?

It’s important to remember that while AI Bots can automate many routine customer service tasks, it is not yet capable of providing the same level of empathy and personal connection that humans can offer. Therefore, it is likely that humans will still be needed for more complex inquiries and situations where a personal touch is necessary.

AI is already being used to automate many routine customer service tasks, such as answering frequently asked questions, routing calls, and scheduling appointments.

One area where AI is particularly well-suited for customer service is Chatbots. Chatbots can use natural language processing and machine learning to understand customer inquiries and respond with helpful information or route the customer to the appropriate human representative if necessary. Chatbots can also handle a large volume of customer inquiries simultaneously, providing faster and more efficient service than humans.

Another area where AI is likely to replace humans in customer service roles is voice-based interactions. As voice recognition technology improves, assistants like Amazon’s Alexa and Google’s Assistant will be able to handle simple customer service tasks such as placing orders and answering basic questions, which could pose a threat to humans in customer service roles.

As AI technology continues to advance, it is likely that AI will increasingly be used to complement the role of humans in a customer service environment – but emphasis on ‘compliment’. The tactile approach of good customer service and service users’ need for human interaction can never be replaced.


In March, Goldman Sachs published a report claiming that AI has the power and ability to replace the equivalent of 300 million full-time jobs, impacting multiple sectors and it posing the question; should we be threatened by artificial intelligence?

We spoke to colleagues from around our business to gauge their thoughts. Read Are Robots Stealing Human Jobs.

For more sector-relevant insight, check out this article on The Future Role of Humans in the Industrial Sector.

Insights & Resources.