In customer service, Artificial Intelligence (AI) is a powerful tool that can be used to improve the customer experience and create more pleasant interactions with consumers. Technologies such as chatbots and feedback analysis can help streamline workflow, respond to customer requests more quickly, and proactively anticipate customer needs. From data collection to voice recognition and response times to messages, AI can improve the customer experience in almost every way if applied correctly. Here, 15 members of the Forbes Business Council share their expert view on how organizations can leverage AI to improve their customer service.
Agents can be more effective in customer interactions with the help of AI. A technology company created a recommendation system that used the history of requests and corrections, interactions, etc. With this solution, which had a data lake for different types of data, several Natural Language Processing (NLP) channels and a business graph, Net Promoter Score (NPS) ratings improved and resolution time was reduced. AI can also see how different customer messages work and then suggest to brand marketers which one to send to customers in real time.
AI can also help you harness your customers' emotional and cognitive responses in real time to better enable measurement programs. As mentioned above, AI in customer service makes it much easier for human agents to work on fundamental problems, while support agents focus on complicated cases that require human knowledge, empathy, and attention. AI learning can analyze what traits and behaviors employees bring to customer interactions, raising the bar for everyone.
Benefits of AI in Customer ServiceWhen implemented correctly, an AI-based customer service transformation can generate significant value for the company, creating a virtuous cycle of better service, greater satisfaction and greater commitment to customers. Therefore, a redesigned and AI-backed customer service model encompasses all touchpoints, not only digital self-service channels, but also options supported by agents in branch offices or social media platforms, where AI can help employees in real time deliver high-quality results.
And this learning can be extended to provide a great experience, even for customers who never interact directly with a customer service agent. If the customer calls, the agent can not only answer an immediate question, but also offer assistance that deepens the relationship and potentially prevents an additional call from the customer later on. Two-thirds of millennials expect real-time customer service, for example, and three-quarters of customers expect a consistent multi-channel service experience. In general, AI doesn't usually require a large initial investment if you plan to use it for customer service.
But the compulsively antisocial part of my psyche that makes me not want to make phone calls also appreciates these changes toward the use of AI in customer service. AI can improve customer experiences when implemented effectively by reducing wait times, personalizing experiences, and providing them with more resources to resolve issues without having to contact an agent.
How To Implement AI In Customer ServiceIt may seem incredible, but you only have to follow a few steps to set up AI in your customer service. First of all you need to identify what kind of tasks you want your AI system to perform. Then you need to decide which type of technology is best suited for your needs: machine learning algorithms or natural language processing (NLP).
After that you need to collect data from your customers so that your system can learn from it. Finally you need to integrate your system into your existing customer service infrastructure. Once you have implemented your AI system into your customer service infrastructure it will be able to provide automated responses to common queries as well as provide personalized recommendations based on past interactions with customers. This will help reduce wait times and provide customers with more resources so they don't have to contact an agent.