Artificial Intelligence Is No Match For The Human Touch

Artificial intelligence is on the increase. As a result, our lives are easier, more efficient and more productive.

However, as consumers, we find this isn’t always the case. Let me tell you a story to illustrate.

When artificial intelligence falls short

The other day I waited patiently in the office for a delivery via a well known courier – DPD.

I checked to see where my parcel had got to via the online tracking tool. I was astonished to find the message on the screen which stated: “We were sorry we missed you. A card has been posted through your door with instructions as to what to do next.”

I went to my door, and there was no card.  I investigated further online to find a picture of the ‘delivery address’, which was a barn on a farm – not my entrance or address.

The next day I tracked my parcel on the DPD app – and funny enough the driver was in town, I was in my office at a village nearby, but my package was still being delivered in the wrong village, and I could do nothing to stop it!

What about the human touch?

I tried to contact DPD via their website and phone. I wanted to tell them not to use the sat nav in the vehicle, but for the driver to use their brain and geographical knowledge to find our village then locate the correct road etc.

Unfortunately, that was not possible. Because DPD is such a big company, it doesn’t employ humans in its back office to speak to the public. It only offers an automated service to change the location of your delivery or to change the date of your shipment. The only service they don’t provide is one to help when Artificial Intelligence goes wrong, and you need to speak to someone to correct the mistake. In other words, DPD offers NO customer service – Shame on them.

With no means of contact, my delivery bounced around the countryside. They continued to try to deliver to the correct address but the wrong geographical location. I finally opting for DPD to drop my parcels at a drop off point in a nearby town centre – at least they managed to find that – and it was only a day late!

So, the question is – are humans gradually losing their ability to think?

It’s a sad fact, but the only way we can buck that trend is to start going back to basics. In the sorry case above, locate the town, follow road signs to the village. Then find the road name and deliver the parcel to the correct number.  Don’t blindly follow a sat nav to the wrong village and the wrong street then place a card in the door as no one was in.

MPM Computer Consultancy provides IT Services, Support and Training to sole traders and small businesses in Ipswich, Bury St Edmunds, and surrounding villages.

Is Artificial Intelligence losing you clients?

Artificial intelligence is all the rage, but is it ruining your customer service?

How many times have you tried to contact a company and found yourself going around in a loop system on the telephone?

Have you visited a website and found you can only contact the company through an automated email address?

What about when you wanted to get an issue sorted out, and the only option of contact is an Online Chat feature? It’s so frustrating. When you do get through, if you don’t know their jargon it’s impossible to get a straight answer because most of these services work from a crib sheet.

Frustrating isn’t it?

Why do Companies think artificial intelligence is what the human race wants?

We know why companies do this, primarily its to save money, they don’t have to employ anyone to answer the phones.  The company also thinks it is a quicker way to deal with queries. However, not everything is black and white, sometimes its grey and this is why we need to communicate effectively with another human being.

Whatever happened to the philosophy the customer is always right? What customers want is some ‘good old fashioned’ customer service!!

So be aware when reviewing your costs at your end of year.  Consider this; can your company sustain a loss of clients due to inefficient automated systems, non-existent hands-on customer service, and poor feedback reviews?

At MPMIT we take all our customers seriously. It doesn’t matter if they are a home user, a start-up business or an established micro business.  We give excellent customer service, and none of our systems are automated.  You can speak to a friendly human being who can help resolve your issues promptly.

We cover an excellent geographical area so why not give us a look.  Contact us by email: phone us on 01449 770704 | 07733 262116