Artificial Intelligence and Customer Service
Customer service is a huge industry that has created employment for lots of individuals. It is only for a while before we can no longer distinguish the HR manager from the AI one. Organizations like Apple, Facebook, Google, and Microsoft have invested heavily in this area and developed surprisingly realistic AI assistants who speak and react as you would expect from a real person.
Customer service is currently so heavily dependent on AI that most companies use this environment for all initial contacts and therefore do not even hire employees to do the work. We’ll take a closer look at some features of customer service that are heavily influenced by artificial intelligence.
Although many companies still offer 24-hour client service, it is not always as useful as presented. The price of creating an AI that responds to user requests is considerably lower than hiring, training, and paying an employee.
This does not mean that AIs are adequate agents for this work, but their convenience is guaranteed as it is essentially a set of code that reacts, adapts, and responds to situations that users need.
Even though a user wants to contact support at 3 a.m., a half-sleeping employee who does not want to work late will not greet them. You will be welcomed by an AI agent who is ready to process your request and use the information and tools provided to solve your issues
When a customer contacts support, they need their problem to be resolved immediately. However, if a support specialist is constantly asking you to postpone the issue or is waiting to consult, it can surely be annoying.
AI customer support is more reliable and dynamic. Most AI support agents are known as bots. The bots are fitted out with various tools with which they can support the user dynamically.
When communicating with the bot, you have several options to dynamically solve your problem. This is a fairly suitable technique that the user is happy with without taking much of their time.
Most individuals use Alexa to dim the lights or turn on music. But to greater extent companies are using Google Home, Alexa, and other AI robotics to make their clients’ lives easier.
For instance, banks connect to Alexa and Google Home so customers can plan transfers and payments on bills. In stores, you can order items by voice. In cinemas, they can select seats, pre-order popcorn, and buy tickets before leaving the alley – without jumping on their smartphone. Therefore, AI changes the customer’s perception, and these use cases only increase if AI goes beyond it.
Modern customer support services are already integrated into your accounts and record your previous questions and experiences with the use of your services. Current AIs can continuously train their users and develop according to the needs of the user.
It is a very helpful feature that allows the AI to react differently to the actions of individual users and to track their needs, habits, and requirements. Every time you contact AI support, it is expanded because additional information about your behaviour is made available.
When we compare this to the real customer care assistant, we find that the user has to guide them through everything and will constantly redirect you to different representatives. This is cumbersome and very inefficient for all users who previously asked for help. With AI your requirements depending on your needs are fully met.
The automation of communication processes is a technique that AI developers can use to allow the bots to comprehend conversations. So when you speak to AI, deep learning AI algorithms are used to evaluate the tone and construction of your sentences and deliver the meaning of what you are saying. The benefit is that AI can be automated to respond appropriately to each situation and customer response
Instead of receiving a general and useless response from a support professional, with effective programming, the AI always has an answer to a problem or a user request.
Finally, Artificial intelligence has a great impact on customer service. Many people have embraced it since it is making things very easy.
Ian Carroll, founder and director of Digital Funnel. They specialise in helping small and medium size businesses with lead generation and driving sales.
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