Talking to bots: Are we ready for AI in customer service?

A few months ago, I was on a popular retailers website trying to get some help with an order. I found the chat button, and was greeted with the all-too-familiar message: "Hi! How can I help you today?" The conversation that followed was just frustrating, to say the least. It became clear pretty quickly that I was talking to a bot. I found myself typing simpler, slower, and trying to figure out what phrases would actually get me the help I needed. At some point, I had to type: “Can I talk to a human?”

Bots truly are everywhere now, and they’re not going away. From ChatGPT to Amazon Alexa to customer service chatbots, AI is changing how we interact with companies. So, what does that mean for us? Is talking to bots our new reality, and if so, is that a good thing?

Table of Contents

• What are chatbots and how do they work?

• The pros of talking to bots

• The frustrations of AI in customer service

• How to get the most out of chatbot interactions

• Are we ready for a bot-driven future?

• Conclusion: The human-bot balance

What are chatbots and how do they work?

Let’s start with the basics. Chatbots are AI-driven software designed to simulate conversation with humans. You’ve probably seen them in the form of those little pop-up windows on websites asking if you need help or guiding you through FAQs, with the industry-leader being Intercom.

There are two main types of bots:

1. Rule-based bots: These follow a set of pre-programmed instructions. If you type in a keyword like “order status,” they’ll give you options based on what they’ve been told to understand.

2. AI-powered bots: These use machine learning and natural language processing (NLP) to analyze your questions and respond in a more “human” way. They learn from interactions and can adapt, though they’re still not perfect.

While bots can’t replicate human empathy or problem-solving (yet), they’re getting smarter. And in some cases, they can be faster and more efficient than waiting for a human response.

The pros of talking to bots

Let’s give credit where credit is due—there are some real benefits to talking to bots, especially in customer service.

• Speed and availability: Bots don’t sleep. They’re available 24/7, meaning if you’re a night owl with a burning question at 2 a.m., a bot will be there to answer it. No need to wait until business hours.

• Efficiency with simple tasks: Want to track an order? Reset your password? Bots are great for these kinds of basic requests. They can handle routine questions much faster than a human, often within seconds.

• Cost-effective: For companies, bots reduce the need for large customer service teams, which lowers costs. These savings can sometimes be passed on to the customer (though I’d argue it doesn’t always feel like that’s the case).

• Instant responses: There’s no hold music. No waiting to be connected. Bots reply immediately, which can be refreshing, especially for quick fixes.

So, for routine, low-stakes issues, bots can be a lifesaver. But, as you’ve probably experienced, they have their limitations too.

The frustrations of AI in customer service

While bots can be helpful, there’s a reason “Can I talk to a human?” is one of the most common responses people give to chatbots. Here’s why:

• Limited understanding: Bots, especially rule-based ones, can only understand so much. If you ask a complex question or phrase something in a way they weren’t programmed to recognize, you’re likely to get a frustratingly generic response—or worse, no useful response at all.

• Lack of empathy: When you’re upset about an issue—say, your internet has been down for days or your flight was canceled—talking to a bot can feel cold. Bots don’t know how to calm you down, apologize sincerely, or offer a personalized solution. They can’t sense urgency or emotion.

• The loop of doom: Have you ever been caught in an endless loop with a bot? You ask a question, the bot doesn’t understand, it gives you options, none of which apply, and suddenly you’re stuck in an endless cycle of “I’m sorry, I didn’t understand that. Can you try again?” It’s maddening.

• "Human, please!": When a bot can’t resolve your issue and keeps leading you down the wrong path, it’s common to start begging for a human. The delay in reaching actual support—after typing your request several times—it really can make your blood boil.

How to get the most out of chatbot interactions

Okay, so it seems bots are a reality we can’t escape. But that doesn’t mean you’re powerless in the conversation. Here are a few tips to make your chatbot interactions more effective:

• Keep it simple: Bots do best with short, straightforward queries. Think “track my order” or “reset password,” rather than a long-winded explanation of your problem. The more direct you are, the quicker you’ll get what you need.

• Use keywords: Focus on key terms like “billing issue” or “cancel subscription.” Many bots are programmed to respond to these kinds of terms more efficiently.

• Ask for human help early: If you know your issue is going to need a human touch, don’t waste time. Type “I need to speak to a human” right away. Most bots will either transfer you or tell you how to reach an agent.

• Be patient: Bots are still evolving. If they can’t solve your problem right away, remember that they’re learning. Hopefully, they’ll get better over time (and so will your experience).

Are we ready for a bot-driven future?

Here’s the (multi) million-dollar question: Are bots the future of customer service? The answer is complicated.

Bots are undeniably useful for routine tasks and simple inquiries. They save time, reduce costs, and are available around the clock. For companies, they’re a no-brainer. But for customers—especially those with complex issues—bots can be more of a headache than a help.

That said, as AI improves, we’re likely to see smarter, more empathetic bots that can handle tougher conversations. Imagine a future where a bot actually understands your frustration and responds in a way that feels human. We’re not quite there yet, but progress is being made.

The key, I think, is balance. There will always be a need for human interaction in customer service—people want to feel heard and understood, especially when things go wrong. Bots can assist with the basics, but when emotions run high or the problem is complex, we still need that human connection.

Conclusion: The human-bot balance

Talking to bots can be a mixed bag. On one hand, they’re fast, efficient, and great at handling straightforward tasks. On the other, they’re often frustrating, limited, and lack the empathy needed in customer service. The truth is, bots aren’t going anywhere, and we’ll probably be talking to them more and more in the future. But that doesn’t mean we should completely replace human interaction.

The best approach? Let bots handle the simple stuff and leave the humans for when things get messy. After all, when it comes to customer service, nothing beats a real conversation with someone who understands what you’re going through.

So next time you end up chatting with a bot, try to make peace with the future. And also, be ready to type “speak with a human”.

FAQ

Q: How do I know if I’m talking to a bot or a human?

A: Many companies will tell you upfront if you're chatting with a bot, but if you're not sure, bots often have shorter, more scripted responses. You can usually ask directly, and some bots will transfer you to a human upon request.

Q: Can I completely avoid talking to bots?

A: While it’s becoming harder to avoid bots, many companies offer direct phone lines or live chat with human agents if you prefer. It’s worth checking the company’s contact options for the best way to reach a person.

Q: Will bots ever fully replace human customer service?

A: It’s unlikely bots will replace humans entirely, especially for complex or emotional issues. However, they’ll continue to play a growing role in handling simple tasks and inquiries.