Service automation is at its fastest pace, providing users with the much-needed tools to carry out their daily tasks. Thanks to advanced systems based on automated solutions, users can now make restaurant reservations, order food and movie tickets, book a hotel room, and make clinic appointments. The customer service industry is gaining momentum, primarily due to the development of artificial intelligence, a technological breakthrough that has affected almost all business sectors.
Benefits of using artificial intelligence in customer support
There are several reasons why companies should use AI in customer service:
The ability to collect a large amount of information: as customer interaction grows, so does the generation of customer data. By processing data with the help of AI, you may get valuable insights and predictions about customer behavior; this allows the creation of targeted marketing campaigns and resolves the most challenging issues on their requests and complaints.
Reducing average processing time: currently, chatbots respond instantly to basic questions and requests. Customers also receive advance reminders and notifications. They may receive their products in 24 hours or less and easily track them through shipping systems and programs. Some services and intangible products are provided online, and customers can also use them almost immediately.
Product customization to increase sales: personalization may span many levels of service. For example, it might start with personalized emails that consider preferences, tastes, geographic location, previous purchases, etc. Chatbots and support agents may then use it to improve their interaction with clients.
24/7 Availability: it’s crucial for global companies, as they have customers from all over the world in different time zones. Artificial intelligence is the solution because this technology can be connected and interacted with 24/7 throughout the year. By allowing AI to respond first via chatbots or self-guided queries to the knowledge base, customers continue to receive services while the staff is offline.
Success in customer service implies benefits for the entire business.
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If you’re thinking about implementing artificial intelligence into your customer service network, it’s essential to be aware of not only the benefits but also the potential downsides:
Significant learning time: your AI software needs to be fluent in your customers’ language, so they are not often met with the annoying response «I don’t understand».
Lack of human empathy: AI programs may mimic human reactions, but they are still far from mimicking human emotions. Many customers want to communicate with brands at an impossible level with artificial intelligence software.
High upfront cost: implementing and training AI-based customer service will cost your business time, effort, and money at first.
There will always be scenarios where artificial intelligence is ineffective: AI can’t solve every customer service problem, whether it’s a complex problem or a deeply frustrated customer, this means that if you want to provide the best possible customer service, at some point, you still need the opportunity to talk to a person.
Each company should decide whether to use AI-based customer service.
Common examples of artificial intelligence in customer support
Advances in artificial intelligence continue to pave the way for greater efficiency throughout the organization, especially in customer service. Here are some examples of the future of AI in the client’s support:
Chatbots: one of the most common applications of AI in customer service is chatbots. Businesses are already using chatbots of varying sophistication to resolve routine issues such as delivery dates, debt, order status, or anything else received from internal systems.
Agent help: in many of today’s multichannel contact centers, agent assistance technology uses artificial intelligence to automatically interpret what a customer is asking, search for knowledge base articles, and display them on the customer service agent’s screen during a call. Such a process can save agent and customer time and reduce the average processing time, reducing costs.
Self-service: Customer self-service means that clients can identify and find the support they need without relying on a customer service agent. Most clients would prefer to solve problems independently if given the proper tools and information if given the opportunity. As artificial intelligence becomes more advanced, self-service features will become more common and give customers the ability to solve problems according to their schedule.
Machine learning: at its core, machine learning is the key to processing and analyzing large data streams and identifying what valuable insights are. Machine learning may help agents recognize common questions and answers with predictive analytics in the customer service industry. Such technology can even catch what the agent may have missed when communicating. Additionally, machine learning can help chatbots and other artificial intelligence tools adapt to a specific situation based on previous results and ultimately help customers solve problems through self-service.
Natural language processing: Today, many customer service teams use natural language processing in their client or voice programs. By transcribing phone, email, chat, and SMS interactions and then analyzing the data for specific trends and topics, the agent may respond to customer needs quickly. In the past, customer experience analysis was a lengthy process that often involved multiple teams and resources. Natural language processing eliminates this redundancy, enabling more profound and efficient customer satisfaction.
With so many use cases for AI in customer service, etc., professionals need to think more critically, solve higher-level problems, and use all available tools to create a superior customer experience.
Could Artificial Intelligence replace human customer service?
For some routine interactions with the underlying data required by the AI, it works just fine without any human involvement. Starbucks, Domino, Subway, and many other food companies successfully use AI for order placement. Chatbots on Facebook Messenger or Amazon Alexa are just a few ways to order coffee at the moment.
Banking also uses AI in customer service for simple activities such as checking balances or paying bills. Natural language support from Capital One or Bank of America are examples of how chatbots can take over the banking routine.
The future of AL-powered support
Artificial intelligence is becoming an essential part of modern CRM. A recent survey by consulting firm Tata shows that almost 31.7% of large companies are currently using AI in customer service. Such figure will increase to 80% soon. Machines will process all routine requests, while the support service will concentrate on more complex issues.
By 2030, artificial intelligence will help verticalize the customer experience and coordinate the journey. With AI, ML, and NLP coming together, leading brands will customize every experience based on millions of past customer interactions across multiple verticals. Each client will perceive the brand as genuinely unique.
The development of artificial intelligence is designed to help your business become a more customer-centric company by making client interactions more convenient, stress-free, and personalized. Leveraging AI technologies in your CRM, such as chatbots and other AI-enabled communications, will elevate your business to a whole new level of competition.
While AI can quickly accumulate knowledge, it struggles to replace or duplicate honest human communication. The bot may answer simple questions quickly, but conversations that get more complicated still need to be turned over to support agents.