AI vs Human in the Business of Customer Care.

03 August, 2023



By Lafayette Moran | VP, Business Development

August 2023

In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in resolving complex issues. When this happens, it is essential to have agents who are fluent in English and can provide top-notch customer experience to enhance customer satisfaction levels. Here are some things to consider when implementing AI and live agent strategies.

1. First Impressions Count

The first impression that customers have of your business is crucial. When they call your customer service line, they expect to be able to communicate effectively with the person on the other end of the line. If your customer service agent cannot understand their issue correctly, it may result in a loss of trust and loyalty.

2. Professionalism and Expertise

Language fluency allows agents to handle customer complaints and inquiries with professionalism and expertise. Being able to articulate confidently and accurately on call makes it easier to manage queries efficiently and ensure that all customers feel valued and heard.

3. Customer Retention

A customer base that trusts you and feels valued is more likely to remain with you. When dealing with customers’ queries or issues, it is crucial that they feel heard, valued, and respected. Agents with a high command of the English language can ensure that customers don’t feel frustrated but are more satisfied while dealing with more complex issues. By making the customer experience outstanding, they’re inclined to come back to them each time they need support.

4. Improving the Bottom Line

Keeping customers satisfied helps to ensure that they stick around, encouraging them to spread the word, and getting them to spend more. Ensuring excellent customer experience via voice support channels is one of the many ways for brands to enhance customer satisfaction and stop churn. The use of English language skills is an integral part of this.


Excellent English language fluency is essential to provide top-notch voice support to customers and enhance their experience meaningfully. Having a team of agents with high command of the language, professionalism, and cultural sensitivity will open new doors to increased customer retention, business revenue, and brand reputation. Companies who prioritize customer experience ensure language fluency in their customer support language can equip themselves with an enormous competitive advantage that will enable them to thrive in the ever-evolving business environment.