{"id":8653,"date":"2020-03-10T10:52:54","date_gmt":"2020-03-10T10:52:54","guid":{"rendered":"\/gb\/en\/blog\/?p=8653"},"modified":"2023-02-13T17:59:15","modified_gmt":"2023-02-13T17:59:15","slug":"customer-experience-automation-vs-human-interaction","status":"publish","type":"post","link":"\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/","title":{"rendered":"Customer Experience: Automation vs Human Interaction"},"content":{"rendered":"<p class=\"lead\"><span style=\"font-weight: 400;\">In a world where customers are demanding more intimate, customised and efficient conversations with their preferred brands, companies are under a lot of pressure. Today\u2019s businesses need to deliver convincing and consistent discussions throughout every touchpoint in the <a href=\"https:\/\/blog.plusyourbusiness.com\/image-personalization-across-the-b2b-customer-journey-increases-conversions\">customer journe<\/a>y. However, it\u2019s becoming increasingly difficult to deliver on those goals, particularly for small businesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots and automated tools have entered the market. These intelligent and automated solutions are designed to help companies stay connected to their clientele 24\/7. Whether they\u2019re providing crucial customer support for existing clients or connecting to new leads, business owners often struggle to keep up with ever-changing demands. Chatbots require minimal supervision to answer questions, provide customer support and overcome simple and common issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to some reports, the global chatbot market is expected to grow 8.6 times to a <a href=\"https:\/\/feinternational.com\/blog\/how-to-sell-ecommerce-business\/\">valuation<\/a> of $10.08 billion by 2026.<\/span><\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d0c89ade1d0\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/vs-cc-rw-social-images-design-text-2.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">All the latest <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">contact centre<\/a> industry know-how in one place \u2013 register for CC Expo: Virtually Together.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Register UC Summit CC Expo\" href=\"https:\/\/ucsummit.com\/ringcentral\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together.\"\r\n\t\t\t\t\tdata-dl-name=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together. | Register\">Register<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h2><strong>The Pros and Cons of Automation<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">As chatbots become increasingly advanced, they\u2019re beginning to offer a wide range of fantastic new benefits to companies across the globe. These tools have shown their ability to offer something similar to a human interaction to customers through the right interface.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What\u2019s more, automated bots:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Can learn and evolve, gathering data from every customer connection<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Save money on paying for agents and live support<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Never need any vacations or time off<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Are easy to set up and use<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Provide excellent routing to sort through calls<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Unfortunately, chatbots and automated tools have their issues too. The fact that chatbots aren\u2019t live agents means they often struggle with context. They can\u2019t always apply a deeper understanding to a conversation. Additionally, live agents and real people generally lead to higher satisfaction ratings from customers.<\/span><a href=\"https:\/\/getvoip.com\/blog\/2019\/10\/09\/customer-satisfaction-survey\/\"> <span style=\"font-weight: 400;\">77% of people<\/span><\/a><span style=\"font-weight: 400;\"> say that they wouldn\u2019t want to make a purchase unless they could speak to a human about their questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Automated systems also struggle with decision-making <\/span><span style=\"font-weight: 400;\">\u2013<\/span><span style=\"font-weight: 400;\"> they can only respond to queries that are already built into their workflows.<\/span><\/p>\n<h2><strong>The Pros and Cons of Live Agents<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">On the other hand, human beings are somewhat limited in what they can accomplish. Real people can\u2019t endlessly answer questions and gather data like a machine. However, they have other benefits to offer. For instance,<\/span><a href=\"https:\/\/www.quicksprout.com\/2018\/11\/15\/how-to-know-when-to-use-chatbots-vs-live-chat\/\"> <span style=\"font-weight: 400;\">73% of people<\/span><\/a><span style=\"font-weight: 400;\"> say that they prefer to deal with a live agent when looking for customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As human beings, we\u2019re all more likely to feel stronger connections to live agents than robots. This is particularly important when dealing with specific aspects of our lives. Despite the growing popularity of things like telemedicine, for instance, people often<\/span><a href=\"https:\/\/www.businessinsider.com\/physician-telemedicine-interest-spike-portends-virtual-care-boom-2019-7\"> <span style=\"font-weight: 400;\">prefer human interactions<\/span><\/a><span style=\"font-weight: 400;\"> with dentists and doctors. Alternatively, we have no problem using automated services for things like ride-hailing and booking hotels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Live agents can provide a crucial human touch that helps to guide conversions and provide users with the information that they need when they need it most.<\/span><\/p>\n<h2><strong>The Future of Automation and Live Agents<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">In the future, it seems as though the customer service landscape won\u2019t be constructed entirely from robots or human beings. The companies that benefit most are likely to be the ones that can deliver the best of both worlds, in the form of automated systems for simple tasks like booking a meeting or retrieving account details, and human agents for more complex conversations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While there are some predictions that the customer service industry could<\/span><a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/03\/01\/tech-experts-predict-13-jobs-that-will-be-automated-by-2030\/#3e9edcd822bf\"> <span style=\"font-weight: 400;\">be completely overhauled by 2030<\/span><\/a><span style=\"font-weight: 400;\">, it seems very unlikely that any business would be able to completely eliminate human beings from their day-to-day interactions with customers. People will always need other people to help them solve their most significant problems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As businesses face increasing pressure to deliver a seamless and personalised <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>, achieving this at scale requires the automation of algorithms combined with the empathy of human beings. The future of customer service is an integrated one.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral helps companies meet customer expectations and future-proof their customer service. To find out more about delivering personalised customer experience, <\/span><a href=\"https:\/\/go.ringcentral.com\/ccexpo2020\"><span style=\"font-weight: 400;\">visit RingCentral at Call &amp; Contact Centre Expo<\/span><\/a><span style=\"font-weight: 400;\"> on 18-19 March in London. Schedule a contact centre consultation with one of our experts and we\u2019ll provide the coffees.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a world where customers are demanding more intimate, customised and efficient conversations with their preferred brands, companies are under a lot of pressure. Today\u2019s businesses need to deliver convincing &hellip; <a href=\"\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Customer Experience: Automation vs Human Interaction&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":8655,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Experience: Automation vs Human Interaction | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"In a world where customers are demanding more intimate, customised and efficient conversations, companies are under a lot of pressure.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Experience: Automation vs Human Interaction | RingCentral UK Blog","description":"In a world where customers are demanding more intimate, customised and efficient conversations, companies are under a lot of pressure.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"Customer Experience: Automation vs Human Interaction","datePublished":"2020-03-10T10:52:54+00:00","dateModified":"2023-02-13T17:59:15+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/"},"wordCount":727,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["Business Trends - 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