Superior Support: A Human Touch Remains Supreme in the Age of AI

Companies incorporate Artificial Intelligence into their products and services in powerfully beneficial ways. However, in a rush to embrace efficiency, software giants and startups alike are turning to AI to lower customer support costs at the expense of the human touch preferred and expected by their users.

Recent research from Gartner reports that 64% of customers would prefer companies that don't use AI for customer service. And, according to Agility PR, after just one frustrating experience with AI-supported customer service, 70% of polled consumers indicated they would consider a different brand for their next purchase.

Gartner reported these concerns regarding AI Customer Service:

On the surface, adopting AI-powered customer service to reduce costs and increase efficiency seems wise. However, this is not the case when it eliminates or hamstrings interactions that drive user adoption and loyalty and inform a longer, healthier product lifecycle.

AI can improve or facilitate many of those interactions, and good products often convince people of needs they don't know they have. However, good businesses also don't ignore what their customers say they find valuable, and enterprise software users still value human-led customer support.

Software consumes resources and creates expectations for service that match the time and expense invested in it.

So whether you're a Blackout user or not, Milyli recommends looking for "superior support" adhering to these three core ideas.

1. Superior support for enterprise software is "Human-led and AI-driven."  

AI-led support often prioritizes speedy resolution and reduces nuanced technical challenges to simpler-to-solve problems—prioritizing suggestions for what is the most likely issue, not necessarily resolving the exact issue. That's frustrating enough as a time-sink. But often, when enterprise software users seek support, they are not facing a technical problem but a "solutioning" challenge. They need an opportunity to solve problems through shared analysis and planning and then apply them to the software.

People are 2.5 times more positive about their experience chatting with humans than AI chatbots. This is because stressful and time-sensitive situations require compassion, understanding, and patience to be resolved effectively and satisfactorily.

Our clients are facing complex, high-stakes legal matters, so they must use tailored workflows to lead them to success. Relying on AI to help them would mean ignoring the need to uncover or design solutions through conversation.

It also gives us a chance to validate and dispel the unavoidable frustrations of hard work – that they could be doing everything right and just needed a refresh on a feature they haven't used since their last giant case. The reassurance we can offer to a people problem as people is as important as the technical fixes we provide.

2. Superior support for eDiscovery professionals is "Reviewer First." 

"Reviewer First" customer support helps eDiscovery professionals create the best repeatable experiences for high-stakes matters and standards. Support must be as quick, accurate, and versatile as they are with their end clients.

Since 2018, the total volume of data worldwide has grown from 33 zettabytes to a staggering 149 zettabytes. The ratio of total relevant materials remained the same in that period, hovering between 1% and 5%.

It's also not an exaggeration to say expectations for eDiscovery specialists have grown exponentially alongside document universes. This data growth demands teams learn and work with tools quickly and effectively.

If experts should design tools for experts, then shouldn't they also be supported by experts? 

A "Reviewer First" approach ensures those expectations remain manageable by having human beings available for urgent needs and proactively helping teams create reusable work product to reduce the hours spent using the tools.

It might seem counterintuitive to encourage eDiscovery professionals to spend less time with your tools – but it's not if it's showing them how to get better results faster so they can return their focus to the "bigger fish" they have to fry.

3. Superior support for Relativity users will "Make It Like You Like It." 

Variety isn't nice to have; it's necessary to offer when people are expected to learn and regularly use software as complex as Relativity. The work performed in Relativity and systems like it is too essential and too specific for one-size-fits-all solutions or learning models.

Teams providing "superior support" for enterprise software environments need to adopt a similar philosophy. Accounting for different learning styles results in better comprehension and retention of how to engage the software effectively. That, in turn, results in a higher ROI for the customer purchasing the software.

At Milyli, this tenant is so intrinsic to our core support philosophy that our licenses provide our success materials and support services at no extra cost.

This includes:

• Live ticketing and email support—always performed by a human—boasting an average first-response rate well below 30 minutes.  

• Unlimited, custom training tailored to your teams' requirements, workflows, and cases.  

• Customer advocates and support team members who champion your needs directly to our product team, helping to drive our product roadmaps.  

• A wide variety of support materials, all intentionally crafted without AI scripting – including videos, blogs, live webinars, free certification, and listable LinkedIn skills.  

Forbes's "Don't Make The Mistake Of 100% Elimination Of Live Customer Service" firmly asserts: "It's the human factor that makes the difference."

Great service should be an expectation for anyone purchasing software that manages serious matters and important personal information.

At Milyli, customer support takes on responsibilities beyond pointing people to a help article or relaying bugs to our engineers. 

Whether you are ticketing with Cooper for help with a series of irregular Regular Expressions or meeting with Jeffrey to outline a hosted training for your newest team members, you'll be given care and consideration a bot won't ever match, much less surpass in value.

Have you had a helpful support experience with members of our team? We'd love to hear about your experience! ➜

Or are you interested in learning more about the benefits of licensing Milyli software? Reach Out ➜