Customer service is arguably the backbone of the telecoms industry, so naturally businesses and SMEs are wary of Artifical Intelligence entering this space and causing friction and tensions between service and customer.

However, it should be noted that AI has been proven to help handle customer requests faster and encourage a more efficient work dynamic within the workplace. According to Ofcom, ChatGPT hosted over 100 million users in its first two months of use, with analysts reporting that it was the ‘fastest-growing consumer internet app, even compared to TikTok which took nine months to reach this figure, and Instagram, which took two years.’

Despite this, according to a survey by Forbes, over 86% of people prefer human customer service agents over chatbots, even noting that 71% of people would be less likely to use a brand if there was no human customer service available.

With those statistics, it’s clear people still have a long way to go to completely put their trust in AI technology with their day-to-day business operations.

Reasons to be cautious

In their report, Ofcom highlighted some key negative points raised by critics of AI technology, including:

1. Voice clones created by AI tools, meaning phone scams can potentially become more advanced
2. Increased phishing content across platforms
3. Fake news and media leading to widespread panic and misinformation spread about business operations

With phone scams rife at the moment, and phishing at an all-time high with half of UK adults reported to have been sent a phishing message according to Tech Monitor, it’s clear people are keeping a safe distance from AI on a customer service level. This technology is not to be messed with, and putting in the wrong hands threatens users’ online safety and company data.

 Customer Service at Uplands Mobiles Ltd

Our team are real people, offering real time help on a human level.

We value our customer relationships, and we wouldn’t want to see any of our valued clients or interested parties struggling to get to grips with a new technology still in its testing phase.

Working with Uplands, you’re safe with the knowledge that you can rely on us and our excellent customer service team to keep your data secure, protect your business, and provide you with the tools you need to further grow your business.

For more information on our telecoms services, visit our website here: https://www.uplands.co.uk/it-support-services/