{"id":6017,"date":"2022-02-07T13:03:47","date_gmt":"2022-02-07T13:03:47","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=6017"},"modified":"2026-03-31T20:46:02","modified_gmt":"2026-03-31T20:46:02","slug":"chatbots-vs-humans","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/chatbots-vs-humans\/","title":{"rendered":"Chatbots and Human Agents: Which is Better for Customer Service?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The man vs machine battle has now reached its peak.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the advent of <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/artificial-intelligence-and-cloud-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">Artificial Intelligence (AI)<\/a> and Machine Learning (ML) programmes, efficiency, both in terms of work and costs, has improved dramatically.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Businesses are now actively seeking services that allow automation of previously monotonous work. Amid this search, businesses are forgoing one of the most crucial parts of their operations\u2014employees.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">News headlines are abuzz with reports of companies letting go of large sections of their workforce in place of software. This has seemed to affect people from all walks of life, from middle management to the everyday blue-collared worker.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact and call centers are no different.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/secret-to-becoming-a-large-organisation-with-cloud-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">cloud communications<\/a> sweeping the industry, automation tools like dialers, routers, IVRs and virtual receptionists have seemingly substituted a lot of the manpower previously reserved for human agents.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, is this the right approach? Are we heading to an utterly virtually-operated business model? And if so, is that the best thing?\u00a0<\/span><\/p>\n<h2>Chatbots: The virtual humans<\/h2>\n<p><span style=\"font-weight: 400;\">Among the many automation tools, the chatbot has succeeded in cementing itself in today\u2019s digital age.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All internet users have, without a doubt, interacted with a chatbot. When browsing a website, a window usually pops up at the corner of the screen, greeting visitors and asking them whether they need any assistance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots are conversational tools that are designed to simulate human-like conversations with customers. An <a href=\"https:\/\/botphonic.ai\/ai-phone-call-assistant\/\" target=\"_blank\" rel=\"noopener noreferrer\">AI phone call assistant<\/a> provides the same experience through voice, allowing conversations to take place over phone calls.<br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They can be as simple as mere greeting agents, or programmed with high-tech <a class=\"acefone_web_click\" href=\"https:\/\/en.wikipedia.org\/wiki\/Natural_language_processing\" target=\"blank\" rel=\"nofollow noopener noreferrer\">Natural Language Processing (NLP)<\/a> capabilities to not only understand and analyse texts and spoken words but also to reply to them with a human touch.\u00a0<\/span><\/p>\n<h2>Chatbots and customer service<\/h2>\n<p><span style=\"font-weight: 400;\">While chatbots offer utility in different forms, one of the most widely used purposes has been in the area of customer service. This is owing to the following benefits:\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Improved response rates:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This is one of the primary <a href=\"https:\/\/wotnot.io\/blog\/benefits-of-chatbots\" target=\"_blank\" rel=\"noopener noreferrer\">benefits of chatbots<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In today\u2019s hyper-active world, everyone requires quick answers. Your customers are no different. The quicker they obtain query resolution, the more satisfied they are with the service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots are perfect for quick responses.\u00a0<\/span><\/p>\n<p><a class=\"acefone_web_click\" href=\"https:\/\/www.matthewbarby.com\/chatbot-marketing\/\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Matthew Darby<\/span><\/a><span style=\"font-weight: 400;\"> found that sophisticated chatbots, with an engaging audience, can produce response rates as high as 80-90%. Compare this with your current response rates and you will identify the benefits of including chatbots in your business communication.<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Cost-efficiency:<\/h3>\n<\/li>\n<\/ul>\n<p>Like all automation tools, chatbots end up saving businesses significant amounts of money. According to\u00a0<a class=\"acefone_web_click\" href=\"https:\/\/www.ibm.com\/products\/watson-assistant\/artificial-intelligence\" target=\"blank\" rel=\"nofollow noopener noreferrer\">IBM<\/a>, smart, AI-enabled chatbots can save companies over 30% on costs incurred while providing customer support.<\/p>\n<p>With the human workforce, organisations are limited in terms of their capabilities and scope. Agents can only serve up to a specific number of customers per day and be present with one customer at a time. Also, for businesses looking to enhance engagement can leverage an\u00a0<a href=\"https:\/\/www.renderforest.com\/ai-video-generator\" target=\"blank\" rel=\"nofollow noopener noreferrer\">ai video generator<\/a>\u00a0to create dynamic, automated responses that visually explain solutions, further enriching the customer service experience.<\/p>\n<p>On the other hand, chatbots can serve multiple customers at once.<\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Ease of use and 24&#215;7 availability:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bots do not need to work on a 9-5 schedule. They can deliver their services 24&#215;7. This feature allows companies to offer customer support services round the clock.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, chatbots are easy to use.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With instant messaging applications booming in popularity, consumers have become comfortable with typing and texting. Many millennials, in fact, prefer to interact with chatbots than human agents.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Scalability:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Chatbots are nothing more than lines of codes that can be easily transferred from one location to another. This is important for businesses that decide to open online stores in different marketplaces.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only this, with slight alterations to the code, chatbots can learn different languages.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This capability allows businesses to enter local markets and communicate with users in a language they prefer. AI chatbots can automatically understand the language inputted and develop a response accordingly.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Consistent and free training:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">One of the most time-consuming tasks a call center undertakes is the training and re-training of its employees. Not only does this incur additional costs, but consistently keeping agents up to speed with new advancements is time intensive too.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With chatbots, machine learning algorithms ensure that the software learns and grows with every interaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means that the more customers your chatbot serves, the better it becomes at engaging with others. Coupled with AI, it can use stored data to make better conversations and provide personalised services to customers.\u00a0<\/span><\/p>\n<h2>The human impact<\/h2>\n<p><span style=\"font-weight: 400;\">On the face of it, chatbots seem like the logical extension for managing customer interactions. However, many businesses seem to forget that machines, especially ones designed for communication purposes, are great at doing routine and simple conversations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Give them a complex set of instructions that they are not programmed with, and they seem to falter.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is why humans are best at handling complex conversations, a fact businesses must not forget.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.pwc.com\/mt\/en\/pwc-malta-press-room\/companies-have-lost-the-human-touch-in-customer-experience.html\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">PwC research <\/span><\/a><span style=\"font-weight: 400;\">across 12 countries found that two-thirds of consumers feel that \u201ccompanies have lost the human element of <a href=\"https:\/\/www.acefone.com\/blog\/expert-opinion-boost-cx-to-get-referrals\/\">customer experience<\/a>\u201d. The study further discovers that despite the acceptance of digitisation in businesses, consumers demand more interactions with humans.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, despite the apparent <a href=\"https:\/\/www.vendasta.com\/blog\/what-are-the-benefits-of-ai\/\" target=\"_blank\" rel=\"noopener noreferrer\">benefits<\/a> chatbots and other automation tools offer to customers, do they wish for a more human touch. The following benefits of human agents explain why:\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Realism and empathy<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Modern buyers are dubbed as \u2018smart consumers\u2019. This is not just owing to the fact that they are tech-savvy and use smartphones.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the clutter of alternatives available for every product or service, today&#8217;s consumers do their own research and enter the market with certain expectations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of these expectations is understanding.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consumers demand businesses to fulfil their needs and be empathetic to them. While chatbots can peer into historical data to provide exactly what the consumer wants, humans can assess the situation through tone and voice and deliver the required service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if a customer calls in a panic about a complete loss of data, the chatbot may ask a series of important questions to analyse the problem.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, a human can offer emotional support and assurance that puts the user at ease.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Solve critical issues<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The biggest disadvantage of chatbots is one of the advantages of human agents.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While chatbots can give speedy answers to simple and frequently asked queries, serious problems are not the same. When a chatbot cannot comprehend a set of instructions, it passes the conversation to a human agent.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is because chatbots may not be able to identify the problem through keyword detection alone. This results in irrelevant or repetitive answers that offer no help and only seem to aggravate the customer.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<h3>Customers want human agents<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There are no two ways about it. Study after study delineates that customers prefer a human over a bot.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As part of their <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.cgsinc.com\/en\/infographics\/chatbots-deliver-speed-but-consumers-want-humans\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Global Customer Service Report<\/span><\/a><span style=\"font-weight: 400;\">, CGS found that 50% of respondents in the UK prefer human agents to chatbots.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is not just a matter of the type of query. Many customers approach companies with a very specific query in mind. When they interact with a chatbot, as many as <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.cgsinc.com\/sites\/default\/files\/media\/resources\/pdf\/CGS_Consumer%2BCustServ%2Binfographic%2B2018.pdf\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">47%<\/span><\/a><span style=\"font-weight: 400;\"> feel their answers are less detailed than they hoped.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.cgsinc.com\/sites\/default\/files\/media\/resources\/pdf\/CGS_Consumer%2BCustServ%2Binfographic%2B2018.pdf\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">41%<\/span><\/a><span style=\"font-weight: 400;\"> think that chatbots simply rephrase the text stated in the FAQ section. This, along with the robotic and impersonal connections built by chatbots, is why many would prefer to interact with a human agent, even if the choice compromises speed.\u00a0<\/span><\/p>\n<h4>Bots are in but humans won\u2019t be out<\/h4>\n<p><span style=\"font-weight: 400;\">By now, brands are beginning to realise that chatbots and humans are not interchangeable. Instead, they are strategic partners in delivering customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While chatbots can help ease the monotonous workload of customer support agents, a leading cause of attrition rates in call centers, humans can swoop in when chatbots are faced with complex or technical queries.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All in all, businesses must use a blended approach of both when managing customer interactions.\u00a0<\/span><\/p>\n<p><strong>Looking to optimise your outbound calls and lower costs? Find out how auto dialer technology can save time and money in our detailed guide on <a href=\"https:\/\/www.acefone.com\/blog\/auto-dialer-cost\/\">auto dialer cost<\/a>.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The man vs machine battle has now reached its peak.\u00a0 With the advent of Artificial Intelligence (AI) and Machine Learning (ML) programmes, efficiency, both in terms of work and costs, has improved dramatically.\u00a0 Businesses are now actively seeking services that allow automation of previously monotonous work. Amid this search, businesses are forgoing one of the [&hellip;]<\/p>\n","protected":false},"author":36,"featured_media":20047,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[185,120],"tags":[],"class_list":{"0":"post-6017","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-contact-center","8":"category-customer-service"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Chatbots vs Humans: Who is the Winner in Customer Service<\/title>\n<meta name=\"description\" content=\"Customer service is a crucial aspect when it comes to business success. But which agent should we choose\u2014a chatbot or human? 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