AI in Customer Service: How to Enrich Your Customer Experience

Exceptional customer service is an absolute must today.

For a business, however, this often involves a lot of struggle. Hiring and training support agents, buying expensive tools, shift work - the list goes on. But don't worry, there is a solution!

Using AI in customer service can easily solve all of these problems. AI can be an incredible help in improving your support without sacrificing too many resources.

AI in customer service

Artificial intelligence (AI) is intelligence produced and demonstrated by machines and computers rather than human brains. AI comes in all shapes and sizes.

Generally, AI is of two types: narrow AI and general AI. Narrow AI is what we see in computers and smartphones in our daily lives. They are intelligent systems that perform specific tasks without necessarily being programmed.

Examples of narrow AI are speech and voice recognition systems like Siri or Alexa, visual recognition systems in self-driving cars, medical AI analyzing MRI results, etc General AI, on the other hand, is something we see more often in movies, the kind of AI that can teach itself to do all the tasks humans can.

Narrow AI has broader application in customer service. She accompanies clients by guiding them and answering any questions or requests throughout their journey. Additionally, it manifests in the form of customer support chatbots, customer self-service, machine learning to analyze customer data, natural language processing for voice recognition and assistance, and many more. potential use cases.

AI in customer service is not that new. In fact, the very first chatbot ("chatterbot" as it was called) called ELIZA was developed in the mid-1960s. It was a psychologically intelligent assistant that helped doctors diagnose and treat patients.

The first trading bots appeared just as the internet became a big thing. Call centers are no longer just call centers, contact centers have introduced new modes of text-based communication. In the 1990s, the first real customer service revolution happened, and customers were inspired to talk to brands and businesses in an entirely new way.

How is AI used in customer service?

AI is a great tool for most support teams to deliver exceptional customer service. Chatbots undertake a variety of activities, from reminding customers to review their shopping cart to collecting feedback and asking them to write reviews. AI in customer service means 24/7 worldwide availability in any language, which inevitably attracts new customers and increases customer satisfaction.

AI can also work hand-in-hand with human support agents, replacing them in solving basic tasks while allowing them to focus on more complex cases. AI solutions such as chatbots easily recognize voice triggers and provide relevant information and guidance without human agents.

AI is also integrating into customer service through data collection and analysis. The amount of data generated by customer communications is considerable and can provide valuable insights into customer behavior, preferences, churn, etc.

Thanks to AI, you don't have to analyze the data and draw conclusions manually. AI can also help gain a holistic understanding of customer intelligence, interaction intelligence, and conversational intelligence.

At this point, it's obvious that all kinds of AI are widely used in customer service. However, how exactly can they help improve customer experience and satisfaction? What are the most compelling benefits of integrating artificial intelligence?

Let's find out.

How can AI improve customer service?

AI solutions can do a lot for customer service. They are powerful tools that can help you with virtually any day-to-day task performed by a human assistance agent.

Here are some ways AI can improve customer service:

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