Is Automation Diminishing Quality?

  • July 21, 2023
  • 3 min read

In this technology-driven era, artificial intelligence (AI) has become a ubiquitous topic, making headlines and reshaping the way companies interact with their customers. From chatbots to automated customer service, AI is playing a pivotal role in the digital landscape. However, questions arise about its impact on jobs and the overall quality of services provided.

The prevalence of AI in today’s business environment cannot be overstated. Almost every company you encounter utilizes some form of AI, whether it’s a chatbot guiding you through their website or automated information services. The shift towards automation, though efficient, raises concerns about the dwindling opportunities to interact with real people.

The Prevalence of AI: From Chatbots to Automated Services

AI and Job Disruption: Separating Fact from Fiction

Reports suggesting that AI, represented by Chat GPT, is taking over jobs such as dog walking and air conditioner repair have sparked debates. However, experts highlight that even advanced AI lacks the personal touch and intuitive skills possessed by humans. While it may automate tasks, AI often produces nonsensical responses, making it unsuitable for certain roles. The extent of job displacement due to AI remains a topic of discussion.

The Human Touch: Unmatched Skills and the Quest for Quality

Companies embracing AI-driven cost-cutting measures may initially experience benefits, but the human touch cannot be replicated entirely. AI may not always provide accurate or satisfactory answers, and customers are increasingly frustrated by the lack of personalized service. In domains like insurance, investigations, and document processing, the absence of direct human interaction raises concerns about quality and efficiency.

The Inflation Effect: Cost-Cutting Measures in the Age of AI

As businesses grapple with financial challenges, some resort to cost-cutting measures that inadvertently affect service quality. Lowering service levels in favor of AI automation has become a subtle form of inflation, where companies compensate for financial strains by compromising on customer service. This trend poses challenges for consumers seeking reliable, personalized assistance.

Frustrations of Automation: When Talking to Real People Becomes Elusive

Amidst the rise of AI-driven systems, customers often find it challenging to connect with real people when dealing with companies, government agencies, or law firms. The prevalence of phone trees, automated responses, and chat systems hinders direct human interaction. The frustrations expressed by consumers highlight the diminishing human element in various business environments.

Artificial intelligence’s increasing role in the corporate world has led to both benefits and challenges. While AI streamlines processes and provides convenience, it falls short of replicating the human touch and expertise. Businesses face the delicate task of striking a balance between cost-cutting and maintaining service quality. As AI continues to evolve, its impact on jobs, service levels, and customer satisfaction remains an ongoing concern for both consumers and industries alike.

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