Artificial Intelligence vs Human Touch in Customer Service Solutions

blog artificial intelligence vs human touch

A question that is on our minds: “What is best in terms of customer service solutions: AI or the human touch?”.

This big question needs to be addressed as it is followed by the incentive of a lower price for AI bots, in comparison to a human employee. But as we well know, AI has a lot of limitations when it comes to answering client’s complex questions and doesn’t really understand the highly complex human spectrum of emotions.

So, what is best for my small company? An implemented AI system, a traditional employee as a receptionist or an outside-the-box solution like a customer service provider?

In this article, we will take a look at the AI technology for customer service versus the human touch, and outsourced customer service providers – which are a cheaper alternative to an in-house employee (see Deloitte study for reference).


First of all, what is AI?

AI, short for Artificial Intelligence, refers to the development of computer systems that can perform tasks that would normally require human intelligence such as visual perception, speech recognition, decision-making, and language translation. AI systems learn from data and experience, and they are capable of recognising patterns, making predictions, and adapting to new situations. There are different types of AI, including machine learning, deep learning, natural language processing, and computer vision. AI has many applications, including in healthcare, finance, transportation, and entertainment, and the world would not be the same without it.


Artificial intelligence versus human touch in customer service

The rise of Artificial Intelligence has brought about a significant change in customer service. In recent years, many companies have opted to use AI-powered chatbots as customer service representatives, instead of human receptionists. While AI-powered chatbots can provide quick and efficient responses to customer queries, they lack the personal touch that a human receptionist can offer.

One of the advantages of AI-powered chatbots is that they can handle a large volume of customer enquiries simultaneously without getting tired or experiencing burnout. They are also available 24/7, which means customers can get assistance at any time of the day. Moreover, AI-powered chatbots can process customer data quickly, which helps them provide personalised recommendations to customers, based on their previous interactions.

On the other hand, human receptionists can empathise with clients, understand their emotions, and provide a more personalised experience. Humans can also handle complex customer issues better than chatbots, as they can think critically and make decisions based on their experience and expertise. Additionally, human virtual receptionists can build rapport with customers, which is crucial for building customer loyalty.


Outsourced customer service solutions VS in-house employee

Weighing on both AI systems and real human receptionists, there are indeed disadvantages on both sides. From AI’s lack of empathy to the receptionists’ salaries or working hours, no wonder we get confused about which way to go.

In a nutshell, a human employee working as a receptionist to answer clients’ enquiries may get tired or overwhelmed when dealing with a high volume of interactions. It can make mistakes or provide inconsistent responses due to human errors. At the same time, they can be biased or influenced by personal factors, leading to inconsistency in behaviour.

Financially, an employee will require a salary, benefits, holidays and specific working hours, that are limited.

So what is the best solution in terms of customer service for a small business?

What if we tell you you can get the human touch by using e-PA, an outsourced customer service provider, without the overheads?

As a small business owner, by using an outsourced customer service provider you can save money on employee benefits and training costs and give yourself the time to focus on your business’s core activities.

All our e-PA’s (virtual receptionists and customer service representatives) are real, genuine people, based on the Isle of Wight in the UK. You will never deal with the frustration caused by language barriers or cultural differences, because we do not outsource abroad. Moreover, our e-PA’s will provide the same level of knowledge or expertise in terms of your business products or services and will be able to provide a personalised and consistent experience to your clients, just as an in-house receptionist would, all in your company name.

Our e-PA’s can provide the emotional support an AI system cannot, a wide understanding of emotions and extensive knowledge and experience in customer service enquiries, at a fraction of the cost of an in-house receptionist.


It’s a no-brainer solution for small and medium-sized businesses that aim to improve their customer service, without the expenses of an in-house employee and without the hassle of an AI system.

You can check out all of our services here. You don’t need to take our word for it, you can give us a try for FREE, with no contracts and no obligation:


e-PA Virtual Services - START FREE TRIAL - call handling & answering services uk


Mental health is a universal human right

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