Artificial Intelligence Customer Service Benefits and Applications

Prasanna Dasari

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4 min read

What is Artificial Intelligence Customer Service?

Artificial intelligence customer service is a task processor created and displayed by devices without the involvement of human brains. Instead, it uses tools such as machines and computers. Regarding its applications, AI customer service is available in various forms.

There are Two Variants of AI: 

Yes! It basically comes in 2 types; general AI and narrow AI. The one we find in computers and smartphones for inquiries or to complete some task every day is narrow AI. They can carry out certain tasks without necessarily following a set of instructions.

Some of them include medical AI that scans MRI results, self-driving car vision recognition systems, speech and voice recognition systems, and so on. On the contrary, general AI is something that can train itself and perform most of the tasks humans can do (we see this often in movies).

Computerized Customer Service:

Customer service is an area where narrow AI has a lot to play. When interacting, AI assists customers by guiding them through responding to their inquiries or requests. Furthermore, chatbots are the best form of today’s customer care, self-service for customers, customer data analysis, speech recognition and support, and so on.

Importance of Artificial Intelligence Customer Service:

Especially for larger companies, AI is an excellent tool for delivering top-notch customer service. Chatbots can help customers with a variety of tasks while checking their shopping carts again and soliciting opinions and ratings. In addition, AI in customer service entails global 24/7 availability in any given language. That is how this computerized application can attract new clients and raise satisfaction levels.

AI is scalable and collaborates with human staff to solve some routine tasks so that they can handle more complicated issues. Also, AI technologies like chatbots can identify voice triggers and offer pertinent information and direction.

Other Reasons For AI Deployment:

Data gathering and analysis is one more reason why AI is integrated into customer service. Customer communications create a tremendous amount of data that can give important insights into customer behavior, needs, and other factors.

You no longer need to manually examine the data and derive conclusions anymore. Because AI can aid in developing a thorough understanding of customers’ conversational interaction.

Today, we are aware that customer service utilizes a variety of AI. AI potentially enhances client pleasure and experience and there are compelling advantages of using artificial intelligence.

Now, let us travel through the ways Artificial Intelligence can support an organization with the best customer service.

Artificial Intelligence Customer Service Promotes Lead Generation:

AI streamlines the purchasing process and results in more profitable transactions. It examines browsing patterns on business websites and identifies clients’ needs to draw them.

Additionally, it proactively serves the customer. It enables companies to spot client problems before clients are even aware of their existence. Hence, lead generation is effortless.

Workflow Planning and Streamlining:

As previously said, AI in customer service can streamline the work of human agents. Basically, an AI chatbot can handle routine questions for you. They keep track of client behavior and respond to frequently asked queries, checkout processes, and more. A chatbot transfers a consumer call to a human agent only when it is unable to resolve the issue.

Facilitates Successful Customer Service:

With the development of artificial intelligence, customer service has become extremely quick and effortless. With the deployment of AI, an organization can benefit from customized and designated help, quick reaction times, and multilingual availability. This list is a subset of the things that further develop and bring new degrees of client dependability.

Cost Savings: 

Need not say, the first motive of a business leader is to gain more while spending less. As any business expands, computerized customer service is practically less expensive than hiring human resources. You can use free AI solutions for simple tasks. Chatbot’s pricing varies from tool to tool. However, through the use of AI for customer service, you can save a significant amount of finances.

Prevents Employee Fatigue:

Human account managers are not always available. It is expensive to work shifts and cover too many people. On the other hand, the team may experience fatigue and burnout. It can lead to some other consequences like understaffing.

AI customer service can support round the clock or it can replace human teams to some extent. In simple terms, AI can assist the staff in completing easy tasks to foster a healthy work-life balance.

Chat Bots:

Today, chatbots are the most widely used AI-powered applications. In essence, it can cut down wait times and always be ready to respond to the customer. Intelligent chatbots collect information from customers over the course of a conversation. It is intelligent enough to understand whether a customer requires human assistance so that it can immediately put the call in a queue for an agent.

Chatbots are deployed on a variety of platforms including websites, mobile apps, and even social media. They are easy to interact with and can perform simpler tasks. a bank customer can use the chatbot on the bank’s website or app to get the required information about their account balance, bank statements, and more. Minor tasks can be completed in a few minutes rather than calling an agent or going to an ATM.

In other words, automation can make life easier for your clients. As a result, you can create loyal customers when you are ready with such attentive and effective customer service.

The AI will also improve its own performance as it learns by itself. Chatbots based on AI are one type of self-service product.

AI Tools Can Reduce Human Error:

The backbone of customer support is seasoned individuals (humans). They can try to reduce errors but not completely eliminate them. Human error includes the mistakes made by agents.

In relative comparison, an automated customer service can respond faster than a human. If the customer is waiting in line to speak with an agent, a chatbot will intervene right away. Such instances can frustrate the customers. These are minor but can easily discourage customers from selecting a superior service provider.

However, automation can erase these errors. The AI will read the customer’s prompts and respond accordingly. The AI is programmed to respond sooner the customer contacts the company with a question. First contact resolution is increased and response time is decreased consequently.

Conclusion:

AI is meant to be embraced and invested in by every customer-centric company. Customers themselves expect more convenience because of automation. Today, AI is deployed by many businesses. Also, they are upgrading with new solutions.

Planning for the future is necessary for an enhanced customer service team to compete with others in the market.  Forecasting the workforce is crucial. One must make the best choice for the reason that workforce and customer service levels are directly interlinked.

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Published: November 30th, 2022