In a world where instant communication and around the clock engagement becomes a trend, a race is happening in social media to win customers! Brands are competing, not just each other but also with the ever decreasing span of users. This raises a growing debate, ‘AI chatbot Vs human: who handles social media better? Stuck with the same doubt? Follow me through and Let's see who will win!

AI chatbots for social media now transform how brands interact with their customers while humans bring empathy and fine understanding. AI chatbots offer speed, consistency, non-stop accessibility and so on.  Through this article we are going deeper into the comparison, examining real world benefits and why AI might just be your brand's best digital teammate!

SPEED AND RESPONSE TIME

When compared to human beings, AI chatbots are on board 24/7! 

  • The average response time of humans varies from a few minutes to hours, depending on their workload. But, in the case of AI chat bots they are there for giving instant replies, 24/7!
  • AI chatbots are always objective! They give objective replies instantly without getting affected by any personal feelings such as fatigue, mood or distractions like humans do.
  • Availability of 24/7 as humans are limited to business hours.

CONSISTENCY IN BRAND VOICE!

  • AI chatbots are more professional when it comes to the brand voice! In the case of humans, there is a high chance of varying personal tones from one agent to another.
  • Humans may unintentionally deviate from brand guidelines whereas AI chatbots are trained on brand tone, FAQs and preferred interaction style. In the case of chatbots, each message consistently reflects the same professional brand voice. 

AVAILABILITY ACROSS PLATFORMS

A brand will have various social media platforms which helps them in their brand growth. Maintaining all these platforms is not an easy task. Both humans as well as AI chatbots maintain various platforms of a brand. 

  • In the case of humans, it is difficult to maintain and monitor multiple platforms of brands including Instagram, Twitter, Facebook etc in real time. And in the case of AI chatbots, it can be integrated across all major social platforms.
  • AI chatbots monitor DMs, comments, mentions, and even automated scheduled posts without any high cost and dedicated team per channel.

HANDLING HIGH VOLUMES DURING CAMPAIGNES

  • AI chatbots for social media platforms are scalable without loss of performance and can handle millions of conversations during flash sale events or global events where human beings find it overwhelmed during big sales, launches and so on.
  •  Chatbots can boost campaigns by not letting any customer's query go unanswered where humans may miss or delay responses to urgent queries.

EMOTIONAL INTELLIGENCE AND EMPATHY

  • Even though humans are good at handling sensitive or complex human issues, AI chatbots are equipped with sentiment analysis to detect emotion from the text.
  • Humans can detect emotional elements and can easily respond with empathy where AI chatbots are capable of responding with empathetic language and can even escalate the case to humans if necessary.

DATA COLLECTION AND LEARNING

  • AI chatbots automatically collect data from every interaction they make with customers where conversations might be not analysed correctly in case of human beings.
  • In manual interactions, it is hard to identify patterns or trends and decision making will also be based on the less data driven.
  • As AI learns from customer behaviours and preferences over time and  uses data to optimise future conversations and suggest improvements.

COST EFFICIENCY

  • When it comes to humans, hiring, training,salaries, benefits, everything costs! 
  • AI chatbots only require a one time setup with ongoing maintenance.
  • Night shifts, global operations and language diversity increases cost whereas AI chatbots save a huge amount annually in staffing costs.

In short, AI chatbots are scalable as well as budget friendly!

LANGUAGE AND LOCALIZATION

  • AI chatbots support multiple languages together by adjusting tone, idioms, and local context for global audiences. 
  • Humans may require multilingual teams but they are limited to the number of languages a team can support.
  • Humans are more fond of the risk of errors in translation and cultural tone whereas AI chatbots are ideal for international brands wanting consistent quality across borders.

CONTENT RECOMMENDATIONS AND CTA's 

Humans can make more personalised suggestions based on their experience when compared to AI chatbots. But the thing is, humans might forget to insert CTA's (Call To Actions) consistently as they highly depend on memory or available tools to suggest relevant products. 

  • AI uses past data and interaction to offer various contents, personalised offers, real time CTAs and so on.
  • AI chatbots never pass up the chance to upsell, send, or automatically initiate important operations like booking, downloading, and capturing leads.

ERROR HANDLING AND FEEDBACK LOOP!

  • Humans make manual errors, miscommunication typing errors etc which affects accuracy of data. 
  • AI chatbots are designed in a way where consistent messaging with built in spell check and error handling.
  • AI chatbots for social media allows improvement cycles and fixes the bug.
  • In the case of humans, Quality assurance depends on manager's or periodic review whereas AI chatbots assure quality from the interaction and feedback of users which feeds into data immediately.

WHO SHOWS UP WHEN IT COUNTS!

  • Imagine that a flash sale is happening on instagram!  Hundreds of questions will be rising regarding the product details, availability, cost details and so on. Human teams take a long time to answer all these queries or answer a few queries and delay others. When coming to an AI chatbot, they respond to every queries instantly and efficiently and even redirect users with a purchasing link of the product.
  • When a customer raises a complaint about a product, human agents reach out with an empathetic response and solution. AI chatbots deal with it in a very professional and objective way and also escalate the issue to a human agent if it is necessary.
  • In a scenario of launching your brand or product into a new market, hiring people based on that locality takes time. But, when it comes to the case of AI chatbots for social media, these can be activated within days as chatbots provide various language options within them.

SO, WHAT WORKS BETTER!?

When talking about who works better, being honest, humans are good at bringing warmth, creativity and intuitions. But when it comes to work, speed scale and intelligence plays an important role in which AI chatbots are proficient.

So, let's just ask ‘who is better at what?' instead of asking ‘who is better!' Answer? Here it is, for deep strategic thinking, its humans but when it comes to instant responses, volume handling and 24/7 engagement, AI chatbot for social media is an expert!

LET'S CONCLUDE!

Whether it is a trending tweet, a viral customer question or a flash sale, real time engagement has now become the heartbeat of social media success.

Imagine you are attracted to an advertisement of something you have wanted for so long which is now available in great offer, you contacted them but did not receive timely responses! Horrible, right? The social media AI chatbot comes into play here!

AI chatbots are a valuable addition to your staff, not a substitute! They are not meant to take the ‘human' out of your brand, but rather to improve your reach, ensure your voice and to multiply your effectiveness. 

Why you need to settle for delayed responses or missed opportunities, when your brand can be always active even when you are in a deep sleep, fluent in multiple languages without hiring any extra staffs, instant availability with zero lag and limitless scalability, emotional awareness with sentimental analysis and adaptive tone and data driven which learns and improves from every interaction.

If we are looking forward to the next 3 to 5 years, you can find AI driven conversation empowering your brand 70% more than the current situation. Consumers always wanted intelligent, conversational and personalised experiences from their preferred brand. They won't wait for late replies. If they don't get proper replies, they will move to the next brand that is smarter, responsive and faster. 

Brands that already adopted the best AI chatbot for social media in today's business world, have already improved their brand growth as they are getting ahead. They are making their human team free for more creative strategy, campaign planning and to build emotional connections as majority of technical parts including instant replies, volume handling, work of consistency etc are handled by the chatbots. 

Besides thinking it as a choice between man or machine, consider it as a collaboration. Because in the future, AI chatbot for social media isn't just your assistant, it is your powerful move!