In recent years, Artificial Intelligence (AI) has become an increasingly important tool for businesses to revolutionize customer service. AI can be used to automate customer service tasks, analyze customer data, and provide personalized customer experiences. AI-augmented messaging and AI-enabled email tagging are two of the most prominent ways in which AI boosts customer service. AI-augmented messaging allows customer service agents to manage a large portion of customer inquiries with the help of chatbot assistants.
With AI email tagging, people can save the time needed to read all customer emails by having AI-based programs scan emails, tag them, and direct them to the right office. This would help service representatives save time and focus on more complex tasks that cannot be completed without human intervention. AI can also be used to collect data about customers and their preferences. With Zendesk, for example, the Intelligence in the Context panel comes equipped with information based on artificial intelligence that allows agents to access the intent, language, and opinions of customers so that they know how to approach an interaction. All relevant data is stored in a unified workspace, so agents don't have to switch between applications to get the information they need. AI is also transforming e-commerce customer service through chatbots, personalized recommendations, voice assistants, fraud detection and image recognition.
AI simplifies the collection of data and unifies it to create a single view of the customer, based on customer behavior patterns. Leveraging AI to increase customer satisfaction, improve employee experience, and simplify support can help businesses grow and prosper. Some examples of AI and automation in customer service include chatbots, natural language processing (NLP), facial and voice recognition, interactive voice response (IVR) and intelligent virtual assistants (IVA). AI-based automated assistants respond to customer inquiries instantly, collect complete details about the product or services, and advise customers to help them make the right decisions. By creating customer profiles, companies can focus on individual buying patterns and better understand each customer. AI is transforming the way companies interact with their customers by providing faster support and creating more efficient agents.
According to our customer experience trends report, 72 percent of business leaders say that expanding the use of AI and bots in the customer experience is a major priority over the next 12 months. As companies invest resources in customer service AI, more benefits emerge. AI helps guide the agent through the interaction and provides the most relevant answers for the agent to use based on the customer's perspectives and context. On one hand, as a representative and innovative industry using AI applications, the customer service industry updates its staff team structure by replacing human agents with chatbots and consequently reducing labor costs while improving efficiency in solving problems. AI is capable of analyzing huge data sets, extracting information such as climate and location, and suggesting relevant content to customers.
Generative AI can quickly analyze and classify large amounts of customer data to identify information about customer opinions, behavior, preferences, patterns, and trends which can improve customer experiences and identify potential problems before they become major issues. Companies are taking advantage of the learning capabilities of AI to try to make interactions and transactions faster and easier for their customers.