The development of artificial intelligence (AI) is offering the potential to make remarkable improvements in customer service for businesses around the world. AI can be applied to various aspects of customer service operations, such as automated communication, problem solving, and personalization. Here, 15 members of the Forbes Business Council share their expert opinion on how organizations can leverage AI to improve their customer service. One of the most important ways in which AI can enhance customer service is through AI-augmented messaging and AI-tagging emails. This technology can help agents become more efficient in customer interactions by collecting data, recognizing voice commands, and responding quickly to messages.
A technology company created a recommendation system that used the history of tickets and corrections, interactions, etc. With this solution, which had a data lake for different types of data, several NLP channels and a business graph, NPS ratings improved and resolution time was reduced. AI can also be used to anticipate customer needs and address them proactively. This can benefit both consumers and companies alike, as it provides personalized recommendations while also improving the customer experience. However, despite all that AI can do on different channels, only a third of companies are currently using it to make phone calls.
This could be due to certain AI tools being limited or because companies are not aware of what AI can be used for in customer service. To make the most out of AI in customer service, organizations should consider investing in the right technology and training their staff on how to use it effectively. By doing so, they will be able to provide better customer experiences and improve their overall customer service.