Customer Service With Humans Vs. Automation – Kapdesk


It hasn’t been too long since smart technologies have been introduced into our daily lives, and we can already see signs of automation and robotics taking over. From factories to customer service, there are machines that are becoming better and more efficient, which makes business-owners contemplate whether humans or machines are a more feasible choice.

However, another important question to consider is what will the clients prefer? That is because while some customers’ don’t mind dealing with automated customer service, there are customers’ who like the traditional way of going about it i.e. dealing with humans. So what is the problem of choice really about? Lets find out.

Truth is, there is no better
While there are some forms of customer service that can and should be automated, such as making payments, enquiring account balance, etc. There are some types of queries that require human intervention. Plus, even with simple queries there are some customers (senior citizens for example) that just prefer getting customer support from a human, whereas the younger, more tech-savvy generation have no problem dealing with simple customer service tasks themselves. So the conclusion here is that there actually is not better or worse. It’s situational.

Humans are preferred by most: A recent research study showed that over 75% customers favored human customer support over an IVR (Interactive Voice Response). This is because we as humans have questions, it may be one question or it may be a series of questions, and automation fails to keep up with the various doubts that a human mind may produce, reducing the efficiency of the customer support process.

Humans are the best for taking care of complaints, individual direct messages and face-to-face customer service. Automation cannot probe customers or build rapport, reducing the level of personalization that can be possible, and provide a pleasant customer experience.


Automation is necessary in today’s world: The customer support process of any company can have situations where an agent may not be available, which is when the automated-response for customers is a beneficial feature.

Menial tasks, like the ones mentioned previously, are best left to the IVR as those tasks will be time-consuming and monotonous for customer support agents. Automation keeps track of things like timed-tasks, wishes on special occasions, book appointments online, handle in-store queues, etc.

Many companies today implement customer support software’s to improve efficiency and functionality of their internal processes. These advanced software’s come with a lot of automation features that take away the load of carrying out standard tasks.

There are pros and cons to everything, and it all boils down to what will be beneficial for your business in the long run, so research before you make a final decision. The fact of the matter however, is that human intervention cannot be excluded at any cost. Making humans work together with automated services to improve efficiency and productivity is the end goal that all modern businesses should aim for.


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