The use of AI to serve customers is common today. Fifteen ways to exploit the power of artificial intelligence have been mentioned, but the list can become longer. Among the major companies that use AI to improve customer services, we have large brands, such as Apple, Facebook, Deloitte, Microsoft, Volvo and KFC.
What does the use of AI mean in customer service in practice? To answer this question, we have gathered the advice of some AI and innovation experts and created three key areas covering almost any possible application of this technology.
The first area of use of artificial intelligence: ensuring speed, comfort and effectiveness
Connecting to traditional customer service is frustrating, especially from a mobile phone. After a set of questions users have to answer by clumsy pressing the small uncomfortable buttons in their cell phone keyboard and then waiting to answer.
This is not the end. Once it is postponed, there is a long wait. No information is provided if it takes seconds, minutes or hours.
Using ARTIFICIAL INTELLIGENCE to serve customers can change that. artificial intelligence-backed bot chat provides instant answers with a polite and friendly tone of voice and manages the most basic and common questions for any customer. Not surprisingly, 62% of users welcome the idea of having some chat bot to carry them when accessing customer services.
Voice ARTIFICIAL INTELLIGENCE can do more than just avoid waiting for calls. For example, voice artificial intelligence can start a real conversation with a user in the first second of touch and avoid customers with a bad experience to flop into small keyboards in their mobile phones, especially when they are in situations such as standing in a crowded place. Train or bus.
In short, using artificial intelligenceto serve customers provides a better and smooth user experience; we all know that a better user experience saves organizations much more money in terms of more conversions and reduced traffic loss.
How does AI help speed up customer service chat programs and make them more efficient?
When accessing technical details, how can ARTIFICIAL INTELLIGENCE enhance customer services? There are at least three ways:
Artificial intelligence-backed sat bots can handle multiple queries simultaneously. It eases the pain of today’s busy call centers, which receive thousands of calls per minute. Response time decreases dramatically and saves organization time.
Artificial intelligence can select the best agent available to meet the customer’s needs. This means that your customers will communicate in due course with the person most able to help. Then, with the consequent increase in terms of time savings and satisfaction.
Artificial intelligence provides more functions and ways to connect people through digital channels and applications. For example, Slack, WhatsApp, and other reporters suggest relevant actions, such as sharing a site or sending a poster. This has created a completely new way of communicating and exchanging messages that are typical of social networks.
Second area of AI use: customer rating and data management
artificial intelligence needs data to understand customers’ needs and serve them with the most appropriate resources. AI robots can drill customer-related data in two ways:
By classifying customers. This means extracting thousands and thousands of data parts that can be collected by tracking customer conversations, movements, and behavior in general.
By accessing the organization’s CRM data, the data then needs to be processed. The typical data operations of the artificial intelligencerobot are:
Get real-time insights across all customer communication channels.
Improve proxy availability, waiting times and proactive service delivery opportunities.
Escalate cases and classify them automatically using predictive sensitivity analyses and domain experience.
Powerful chatbot to provide knowledge using automated workflows.
Enable field agents to provide service based on access to CRM data.
Provide personal services anywhere.
Improve scheduling and guidance using full CRM data.
Remember that customization is the strong point. artificial intelligence-supported customer service needs a human touch:
artificial intelligenceallows companies to deliver these smarter, customizable and predictive experiences that customers expect
Another possible use of artificial intelligence to serve customers is to recognize biometrics, face and voice for service users, emotion analytics and predict intentions.
While identifying users through artificial intelligence still shows problems, predicting intent is almost safe and already widely used by many platforms. Just to give an example, it’s the intention forecast that allows Google to automatically fill out a search query using a few user numbers.
In customer service, expecting ai’s intention means guessing the next step or requirements for the customer. An AI robot can do this by translating customer signals (clicks, views, purchases, scrolling, clicking) into predictions that enable the robot to provide answers even before the customer requests them, such as contacting the right agent.
Emotion analytics is associated with understanding customer feelings by analyzing a set of signals that are usually textual analysis of what customers write on social media, emojis or other non-verbal signals they send.
Data collected can be used by emotion analysis to guide customers to the right team based on their mood. If the customer is angry, for example, the customer retention team is more convenient than the sales department. The opposite is with happy and satisfied customers.
The third area of AI use: taking advantage of understanding natural language
Understanding natural language is the last area I have discovered in the use of artificial intelligence to serve customers. This is kind of a new frontier for artificial intelligence. The goal is to have chat bots that talk and communicate like humans.
Using real-time analysis of customer service calls, chats and emails, the AI-backed ChatBot can understand the conversation between a customer service representative and a customer. AI can provide ways to improve the customer experience by understanding the level of customer frustration and the need to escalate and solve problems faster.
An AI robot can understand much more than just a human operator by listening to a conversation. This is possible because the AI robot can perform cross-analysis with other data at an impossible pace for humans.
In conclusion, the use of ARTIFICIAL INTELLIGENCE in customer service has become one of the strongest trends in the new millennium because of the power of ARTIFICIAL INTELLIGENCE to solve the most annoying problems of traditional call centers, or to say it more simplely, because AI represents significant progress in customer service technologies.
As always, the figures provide evidence: According to a survey conducted by Tata Consultancy Service, 32% of large companies around the world use AI customer service technologies, with investments of more than $4.5 billion.
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