In the modern world, customer service is no longer confined to digital self-service channels or physical stores. AI-driven customer service models are revolutionizing the way businesses interact with their customers. From data collection to voice recognition and response times to messages, AI can enhance the customer experience in almost every way if used correctly. Fifteen members of the Forbes Business Council have shared their expert opinion on how organizations can leverage AI to improve their customer service.
AI-powered chatbots can help streamline the workflow of support teams, respond to customer requests more quickly, and proactively anticipate customer needs. Companies are already using chatbots of varying complexity to manage routine questions, such as delivery dates, the balance due, the status of orders, or anything else derived from internal systems. AI can also help you capture your customers' emotional and cognitive responses in real time to better enable measurement programs. With AI-enabled customer service, a personalized shopping experience is enabled.
AI can tell customers that they should use live chat to respond more quickly if all your chat representatives are busy dealing with cases. This helps companies save money on customer service costs and improve the efficiency of their customer service operations. If a loyal customer hasn't engaged with you in a while, set up systematic AI to proactively point them out and notify your team to contact them. In conclusion, the AI industry is growing rapidly and implementation in the area of customer service is following suit.