With the growth of social media, customers are now more likely to expect immediate contact from a business/company to solve their requests. Customer service AI technologies can significantly help modern-day support centers and teams.
According to Harvard Business Review, 36% of companies primarily incorporate AI to optimize internal business operations, including business process automation and customer engagement. In addition, as more and more people choose to hold communications via chats, artificial intelligence becomes a number one option for business development and scaling.
Implementing Customer Service AI: What, Where, and How?
Artificial intelligence is not something from futuristic movie scenes. Some may not realize it, but AI has been around for a long time, especially in customer support. In this case, artificial intelligence in customer service is represented by a unique computer system and is usually used for visual perception, voice recognition, language translation, and decision-making. Moreover, the practice of virtual assistants, which is extremely popular in customer service nowadays, is also based on artificial intelligence technology.
Besides that, implementing the technology of AI in customer service also means using machine learning and NLP (natural language processing) practices to solve customer issues without human interaction. Especially popular is a narrow AI that can guide and answer customers’ questions and requests. Some other main manifestations of AI in customer support are live chats and chatbots, customer self-service, automatic monitoring and maintenance of factory equipment, and automated call center services.
Main Benefits of Using AI in Customer Service
AI and customer service is an efficient and powerful combination that improves business productivity as it helps provide more quick and personalized services to clients and relieves employees from mundane tasks. However, these are not the only advantages of AI technology.
Unproblematic Handling of Large Data
The more clients you have, the more information there will be for you to collect. Unfortunately, manual data analysis is not efficient as it takes a lot of time. That’s where the power of AI steps in. For instance, with AI-powered applications like CRM, customer information analysis will take just a few seconds. It will assist in forming a reliable picture of the most typical queries, behavioral trends, and client history.
Reduced Average Handling Time (AHT)
The speed of customer service is one of the leading quality metrics in the field. The quicker you can help your customers, the better experience they’ll get. That’s why chatbots, NLP Systems, and passive voice biometrics have gained so much popularity. These customer service AI tools can give instant responses and 24/7 support for most common inquiries leaving time for customer support agents to handle more complex requests.
More Personalized Approach Toward Customers’ Needs and Expectations
It can be difficult to achieve high standards of client satisfaction. And personalization is the solution to the issue. It might be difficult and time-consuming if only the support staff members are involved. The human element may also be problematic. So it makes sense to use AI for customer service to identify clients’ demands. Having analyzed a large amount of data, the AI system will generate a comprehensive report that will tell the agent everything they need to know about client behavior and requests at a look.
Easy Performance Tracking
To boost customer support service, tracking the performance and success of the employees is essential. How else would a business know where they need to improve? With AI-powered solutions analyzing team performance in and out won’t be a problem. Besides giving objective feedback, AI tools also take little time to research possible data, from the number of phone calls to answering time, regardless of the number of employees in the support team. Thus, with this technology, businesses can have the most optimized SaaS customer support service.
Future Trends Prediction
As artificial intelligence customer support tools can analyze almost anything and everything, they can give insights into current behavior and future trends in customer interaction. From calculating the busiest hours to future market predictions, an AI system can help the business determine how to level up customer service efforts to reach maximum success.
Conclusions
The role of artificial intelligence in customer service optimization can’t be arguable. Combining human interaction with ML and AI-powered tools can enhance the customer experience and satisfaction rates bringing your business to a whole new level.
Choosing the right AI solution can be tough, so don’t pass on the opportunity to ask the experts. As the technology world constantly evolves, there will be more vast opportunities for business improvement, and it’s important to choose them wisely.
