Customer Service - An authentic trait during the rise of AI

Customer service is part of every business. It is ingrained in our daily lives. However, with the latest technological advancements in AI, various businesses are integrating tools that assist with customer service. Can the human touch be replaced in customer service? Is algorithm-based software ready to embark on a journey as an independent entity to provide customer service, customer satisfaction, and even customer delight?

Even though the pinnacle of evolution has not been reached yet as a society, we continue to advance as a species.

As part of this advancement, new tools are emerging rapidly — particularly those involving AI.

AI tools have been gaining a lot of publicity. Software developers and the companies that run them aim to enhance team productivity, making work and life easier. Profit is clearly a driving factor, but there are increasing discussions about replacing people with AI tools and software.

Can AI Enhance Productivity?

This brings us to one of the most pressing questions when discussing AI in the workplace: can it truly enhance productivity?

Having tools and services that enrich our lives, enhance productivity, and reduce wasted time in teams is something that everyone desires. But can these tools really enhance productivity? Perhaps. The answer is subjective.

If I am to analyze objectively, I can say this depends on the individual. A person’s traits and personality—being organized, disciplined, efficient—already play a huge role in productivity. Even before AI, some people were motivated and eager, while others did their jobs because they had to, with less effective results. AI may help, but it does not change human nature.

Personal Experience with AI Tools

From my own experience, I’ve found that the impact of AI tools can be quite mixed.

Personally, using tools such as Gemini or ChatGPT can be useful. However, when it comes to my job, I often spend more time correcting the tool than moving on to a new task. This can be frustrating. These tools also make mistakes, so a thorough analysis and review of their output is necessary.

While sometimes I’m impressed by AI that improves my work and life long-term, I’m not yet convinced that productivity should be fully tied to these tools.

AI in Creative Work and Customer Support

Beyond productivity, AI is also expanding into creative fields and service roles.

AI is increasingly integrated into the creative arts. Writing and drawing software using generators aim to help those in marketing, graphic design, content writing, copywriting, and customer service. With the rise of these tools, many start-ups choose to implement them instead of hiring professionals.

Creativity, however, is one of the most well-known human traits. Can an algorithm replace it? Subjectively, no. Can it help create something faster or better? That remains to be seen. It’s still too early to jump to conclusions.

Chatbots and the Customer Experience

A major example of this trend is the growing use of chatbots in customer-facing roles.

Some online businesses now use AI chatbots instead of live agents. Given how quickly information can be provided, I must admit that chatbots are suitable for some tasks—especially when implemented well. A chatbot available outside of business hours can increase customer satisfaction. Users can research what they need and make more informed decisions.

Still, can this truly replace human customer service?

The Human Touch Is Irreplaceable

Despite technological advances, I believe the human element remains essential.

From my perspective—and from my background in customer service—the answer is no. Many companies worldwide lack the resources to invest in such tools, and it depends heavily on the industry. Not all industries benefit equally from AI tools.

An employee’s ability to listen, understand, empathize, and be proactive is something AI has not yet replicated. These are human qualities that matter deeply to customers.

Consumer Behaviour and Emotional Needs

Additionally, we need to consider how consumers themselves feel about this shift.

Even though AI tools are still trending, many people—including baby boomers, millennials, Gen Z, and others—may not feel comfortable using them. Some still prefer human interaction, whether it’s online or offline.

While AI can support employees by helping them research faster and respond more accurately, software can never go the extra mile. That’s a human trait. And especially in today’s world, customer service, satisfaction, and delight remain essential in every business.

Final Thoughts

In the end, what truly makes a difference in service?

Being kind, compassionate, helpful, and understanding are genuine qualities a person can possess. These traits make the difference between a happy and disappointed customer—or between a loyal customer and a lost one.