Does automation mean the end of customer service?

Almost every week there are news stories about the impact that Artificial Intelligence (AI) and automation will have on the service sector. Some speculate that technological advances will eventually lead to the end of the human aspect of customer service.

However, a recent study from InContact shows that 67% of customers prefer people based customer service. Only 39% were satisfied with self-service channels.

In fact, research from Dimension Data shows that, the more important the decision being made, the more important human interaction becomes. To take financial services as an example, customers don’t need a face to face experience when managing their everyday banking needs (e.g. withdrawing cash) but they are more likely to want a personalised service in the event of a financial milestone, such as choosing a mortgage.

This is where MSB can help.

Our team has been delivering customer service training for 30 years.

We never deliver the same programme twice - each one is tailored to the needs of the client. We innovative and interactive learning approached with practical business experience to ensure that participants finish the training programme armed with new skills and techniques.

To find out more about MSB's extensive customer service training experience, please visit the customer experience page on our website.