• Technology -> Artificial intelligence and robotics

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Are virtual assistants replacing human jobs in customer service and support roles?

Xena Muckersie

Well, to be honest, I can't say for sure if virtual assistants are truly replacing human jobs in customer service and support roles. I mean, from what I've seen, they do seem to be becoming more prevalent and popular in these kinds of jobs. But at the same time, I think that there will always be a need for human customer service representatives.

Sure, virtual assistants can do a lot of the same things that humans can in terms of answering common questions and providing basic support. And they're available 24/7 without getting tired or bored. But when it comes to more complex issues or situations that require critical thinking and empathy, I think that a human is still the best option.

There are some tasks that virtual assistants simply can't do, like truly understanding a customer's unique situation or providing personalized solutions. And sometimes, customers just want to talk to another human being who can relate to their frustrations and help them feel heard.

Of course, there are also some drawbacks to relying solely on human customer service reps. They can get burnt out or make mistakes, and they may not always be available when customers need them. Plus, they can be expensive for companies to hire and train.

So, overall, I think that virtual assistants are definitely playing a bigger role in customer service and support. But whether or not they'll ever fully replace humans in these roles remains to be seen. Personally, I hope that there will always be a balance between the two, so that customers can get the best of both worlds.