The digital era is not just upon us, it‘s here and it’s getting new upgrades on a regular basis. To keep up with it ” and continue coming up with new tactics to keep the highly demanding customers happy ” you have to stay up to date with the latest tech innovations. This means adopting them before your competitors do and ensuring that they are working in your and your customers‘ favor.
Enter Artificial Intelligence. These machine algorithms designed to automate operational processes and make the life of an everyday customer more efficient are a real game-changer. With AI potentially contributing $15.7 trillion to the global economy in 2030, it’s only fair to seriously consider incorporating it into your business.
Fortunately, customer service happens to be the area that can benefit from AI on a large scale. If implemented correctly, it can reduce the time customer service teams spend on routine tasks which, in turn, improves customer satisfaction levels. There are a few more perks associated with investing in AI software:
Increased customer acquisition
When most of the processes are automated, it becomes easier to focus on the main goal which is to attract more customers and boost profits. With Artificial Intelligence in place, you don’t have to manually send cold emails to prospects ” the deep learning algorithms take care of choosing the target audience without much if any contribution from your side.
Better customer retention
The same applies to customer retention. The more satisfied your customers are, the higher are the chances of them staying for the long haul. And since AI makes it easy to meet every customer’s need in a timely manner, there’s no reason for your clients to leave for your competitor.
Less room for human error
The analysis of internal and external processes becomes a lot more straightforward when customer service agents don’t have to watch for every mistake. Whether it’s the forecast of customer orders or the evaluation of the number of returning customers, AI helps eliminate human error like no other technology can.
4 AI-Based Customer Support Use Cases
As you can tell, Artificial Intelligence simplifies the majority of tasks related to improving customer experience. This is the reason why as many as 40% of organizations are willing to integrate it into their business processes.
To secure your spot among the companies that didn’t sleep on making the most of AI while it was still in its early developing stages, check out the following use cases:
Multichannel support
Today, great customer service is offered via a wide variety of channels. If there’s a way to reach the company both via phone and by writing an email, the customer is more likely to get a response and remain satisfied. Now, add AI to the mix, and you’re able to assist customers much more promptly.
If, say, a customer has encountered a technical issue while shopping for a specific product on your website, an AI-enabled system will direct him to the right support channel to resolve the issue ASAP.
24/7 support via a chatbot
Chatbots are one of the most widely used applications for AI in customer support and there’s a good reason for it. Not only do they help a company’s employees to supply the requested by the customer information in a matter of seconds but they also ensure the accuracy of the said information.
Instead of spending the limited resources on responding to the commonly asked questions, AI technology integrated into chatbots allows them to create templates that don’t feel robot-ish while still accomplishing the goal of giving customers what they asked for.
Automated detection of objects
Image recognition is AI’s right hand ” banking and insurance industries are already benefiting from it. Customer service agents can put it to good use too. With object detection in place, customers are able to upload their ID picture, take a selfie, and have intelligent algorithms to identify the authenticity of the documents without the interference of a customer service representative.
The same is true for Artificial Intelligence recognizing the item’s logo, brand, and price and letting the customer know whether the product he’s searching for is in stock or not.
Language evaluation
When integrated into customer experience, AI enables customer service agents to retrieve information from customer feedback and detect the tone, intent, as well as suggest the best response to the query. This improves communication between the company and the customer and ensures that there are no misunderstandings from either side.
AI software can also be used to transcribe information when on a call with a customer. Even if the customer has an accent that’s hard to recognize accent or speech that’s difficult to decipher, customer support agents can rely on AI to deliver the information verbatim.
Merging Artificial Intelligence (AI) with Customer Experience (CX)
Technological innovations like AI are meant to make it easier for companies to operate more efficiently. And while they can’t replace customer support teams, they can add an element of automation to allow these teams to focus on tasks that require their undivided attention.
When merged, Artificial Intelligence and Customer Experience create a concoction that ensures the ultimate customer satisfaction. When customers are happy, they are more likely to stick around and contribute to the increased profits. It’s a clear win-win.Â
