Nearly every industry out there has been introduced to the wonderful world of Artificial Intelligence (AI for short). This has brought forth an ease of workflow and has made a lot of tasks easier than they used to be.
One of the industries that has been significantly improved through the integration of artificial intelligence is the customer service industry. There are a lot of factors such as chatbots and deep learning that have made the process much easier than it used to be.
For instance, Xfinity is a pretty well-known name in the internet industry when it comes to providing a good customer service. What’s their secret? A smart integration of Artificial Intelligence. All customers have to do is contact Xfinity Customer Service and you leave the rest to the AI-powered chatbots to handle. How else can AI help with customer service? Let’s find out.
Contents
Attention to Every Individual Customer. 1
The Effective Use of Algorithms. 2
· AI Helps in Reducing Costs
One of the key benefits of incorporating Artificial Intelligence into your business’s customer service is that it helps you cut down on costs.
If you develop a chatbot that has machine learning and deep learning capabilities, it will observe the behavior of your customers to cater to them better. This eliminates the need for customer support agents in the near future, but we are still waiting for AI to reach that level of intelligence.
If you look into Spotify support, you are usually directed to a chatbot first and a customer support agent is the last resort that they would use.
· AI Pays Attention to Every Individual Customer
Imagine if a customer support representative paid attention to every single customer, their behavior, their needs, their preferences, and even their purchase history so that they could help said customer out.
Sounds impossible, doesn’t it? That is because it actually is, considering the amount of people an agent has to cater to in a single day.
However, that is totally possible if you use Artificial Intelligence instead. The AI technology is able to analyze customer data at an individual level and the digital footprints they leave behind so that it can give them better solutions to their queries.
An example of how AI is used for this is how Netflix’s algorithm takes note of the kinds of shows and movies you watch so that it can recommend something similar. Similarly, Starbucks AI also reads customer data and preferences to customize orders according to what they would like.
· AI Provides 24/7 Support
You never know when your customers may go through a crisis and need help with one of your products or services, even on a weekend. Therefore, it is necessary for you to have customer service that is available 24/7.
If you incorporate the artificial intelligence technology into your customer service, then you can actually make 24/7 availaibility possible[IZ4] . All you need is a chatbot that is always ready to respond and the best part is, it never gets tired! You just need to “train” it in a way that it solves as many of your customers’ issues as possible.
This way, your customers can reach out to customer service whenever they have an issue and your chatbot will fix their issues.
· The Effective Use of Algorithms
Did you know that with the power of coding, you can achieve (almost) anything that you want? For instance, if you write the perfect code and make an amazing algorithm, you may even have your AI system give you a forecast about when your customers might raise a complaint!
It will look into the purchase history of your customer and will see whether or not your customer has been facing any issues or not. It will also pick up data on the performance of your product or your service to determine how well it is performing. Your AI can also keep a log of previous complaints to see the track record.
This way, your AI already knows about the problems that your customers are facing and how it can be fixed by the chatbot . However, if the chatbot is unable to do so, the customer is redirected to an agent and you would have to rely on human intelligence all over again.
At the end of the day, human intelligence beats artificial intelligence but then again you want to make things easier for yourself in the most accurate way possible. That is where Artificial Intelligence kicks in to keep your customer service afloat!
[TA1]https://www.zendesk.com/blog/ai-customer-service/
[TA2]https://pathmonk.com/artificial-intelligence-improve-customer-experience/
[TA3]https://www.credera.com/insights/10-ways-artificial-intelligence-can-improve-customer-service
[IZ4]make what possible?
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