AI vs. human customer service: When to use each approach [Guide]
HubSpot has published a new guide, ‘
Rami El-Abidin says, “Consumers’ reactions after engaging with AI-powered customer chatbots are unpredictable and fuel a clear debate: AI vs. human customer service. What should businesses choose? On the one hand, 85% of service leaders told HubSpot that AI is transforming the customer experience. 77% of teams already use it, with 92% seeing faster response times and 86% reporting higher CSAT.
Yet, 95% of consumers say human support is still important when issues are complex or emotional.
So, the best bet is a hybrid customer service model that combines AI automation and human empathy. Teams need to know during what parts of the journey people should encounter AI vs. human customer service.”
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