AI in customer service

What is AI-powered customer service?

AI-powered customer service involves making use of Natural Language Processing (NLP) along with Machine Learning (ML) to serve your customers, answer their questions instantly, and improve your brand’s customer experience.

How is AI used in customer service?

AI-powered customer service is known as Digital customer experience which enables businesses to provide customer service solutions that are automated digitally to a large audience and is accessible from different locations of the world at any given point in time. 

1. Faster Answers 

Agents and customers hate waiting. It’s frustrating for both parties, especially when the answers should be simple to find. AI is able to handle commonly asked, simple questions through live chat experiences and can refer customers to helpful self-service articles. In addition, they’re available 24 hours a day, meaning customers can get answers from your company at any time.

2. Reduced Research 

Customer support teams spend a lot of their time researching answers. This increases how long customers need to wait for a response and makes agents less available to other customers. With modern technology, AI can store answers and recognize trends in commonly asked questions. This way, agents can be provided with a choice of frequent answers to automatically insert based on the content found in the ticket.

3. Messaging powered by Artificial Intelligence 

Clients could get confused by talking to the chatbot, but using bots in combination with humans makes things better. While many businesses don’t believe in the effectiveness of generalized chatbots, but giving bots specified and simple routing tasks is the idea of improvement.

In fact, nearly 50% of all customer service interactions could be easily signed to chatbots. They use this system where simple questions are delivered straight to a bot, but when things become complicated humans take on the conversation. When difficult issues are solved, the conversation goes back to the chatbot. That’s how both parties perform what they do best and get the maximum efficiency in minimum time.

4. Artificial Intelligence for customer phone calls

There are two main reasons why it’s way harder for AI to perform well in a voice chat. First being accents, different noises, bad pronunciation, and unknown speech patterns. The second one is that in most cases customers call when they have difficult and complex issues, so the text chat won’t help to find the solution. Despite these challenges, some companies still offer solutions in this area.

5. Artificial Intelligence for managing emails

When a person reads every email in the company’s mailbox, it can take a very long time. If you add the fact that worker must figure out what a client wants, and how he can help in this case – it could take even longer. No wonder that companies already implemented Artificial intelligence I to cut on time in this area. DigitalGenius provides this kind of solution as the main customer service product in their arsenal. Technology scans and tags emails to send them to the correct person. This system also offers humans similar inquiries solved in the past, to come up with the response even quicker and more effective.

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How does AI improve customer experience?

AI helps you improve your customer experience by providing personalized support in real-time, without delays. It can even be used to provide proactive customer support program by making use of predictive analytics to understand the most common customer problems and figure out what factors are causing these problems, allowing you to see what you can do to solve these problems.

AI can dig through data, unearthing customer insights that show you what your customers are really looking for and what their actual pain-points are. It can even streamline your workflows and help you send content that is relevant to your customers, personalizing it according to your customers’ interests and behavior patterns.

What are the benefits of using AI in customer service?

1. Improved Customer Satisfaction

The use of bots as customer service agents capable of handling many tasks is revolutionizing the relationships between companies and their clients. From handling various tasks, troubleshooting, or interacting with potential customers, companies are finding much value from AI powered bots. AI powered chatbots are capable of helping a large number of customers 24/7 without the need for an actual human employee. Because of this, AI-enabled chatbots are increasingly being used as the front-line of customer engagement. Using chatbots as a first interaction can help identify consumer needs in a way that can easily identify more complex problems and ensure that the correct people are looking at them. 

2. Customizing the User Experience

Beyond the use of chatbots, AI is proving to be incredibly useful when it comes to customizing user experiences. Companies like Netflix and Amazon are currently using AI to analyze customer data and tailor products to their users. Originally, recommendations were based off of general categories such as Top 10 lists or generally popular items. The introduction of AI to this process has dramatically improved recommendation engines. Rather than a system identifying that someone bought a product in a specific category and then offering them further things based off of that category, AI is capable of analyzing data sets and adapting in real time to offer products or services that match specific needs rather than basic categories. 

3. Privacy Concerns

Of course whenever companies are using customer data there are concerns over data tracking and privacy. Customers want relevant content, and are willing to hand over a certain level of data to get that however, when have brands gone too far? Some who think brands already have too much information about their customers and their buying behaviors raise concerns.

There is always the potential for the abuse of any sort of system that tracks and collects data, but the benefits of getting  quick and easy resolutions to problems and getting perfectly tailored offers that suit your specific lifestyle makes it easy to see why these AI systems are gaining in popularity by companies. In the future, we can look forward to enjoying the convenience of a fully customizable, always available user experience with our favorite businesses and groups.