TECHNOLOGY CHANGES VERSUS QUALITY
Artificial intelligence fulfills many roles today to handle customers. Nevertheless, the ongoing question of how AI affects the customer experience remains an open debate. We have been through good and bad technological transitions in the past and we have survived and sometimes thrived. Nevertheless, some of those technological changes have enhanced the customer experience while others have harmed it.
In the early days of the Internet, I can remember my wife reacting to multiple radio and TV commercials by exclaiming, “everything is www this and www that!” She was not happy with so many resources being available on the Web when those early Web days did not always provide the most stellar customer experience. Today she is all over the Web. Obviously, she, like most of us, adjusted and it has been for the good.
Simultaneously, I have some big questions. How will we end up adjusting to AI at the core of our customer experiences or will we? How much will the sense of being passed off to an inferior being insult our intelligence thus causing us to reject the AI element? To what degree will AI degrade the quality of the customer experience? These are all vital questions that have yet to be answered. Time will reveal.
In answering the above questions, we must never forget that ultimately a company does not decide if its products and services are passing the quality assurance tests. That right genuinely belongs to the end user. Customers decide whether a company’s products and services pass the QA test. And it will be the customers that determine whether AI passes the QA test too.
