Today, companies are ahead of those who know their customers well enough and serve their needs and lifestyle accordingly. Excellent customer service is an absolute must these days.
However, this is often quite a challenge for a company. Hire and train support workers, buy expensive tools, work in shifts; the list goes on. But don’t worry, there is a solution!
The use of Artificial Intelligence (AI) in customer service can easily solve all these problems. AI can be incredibly helpful in improving your support without sacrificing too many resources. Believe it or not, a reliable Internet Service Provider (ISP) is all you will need to get on the AI bandwagon. You can consider Cox, which is one of the leading ISPs in the market. Cox internet prices are economical with a wide range of packages for their customers. These can be customized to suit your requirements.
Assuming that your internet is ready to use, let us tell you more about AI in customer service.
What is Artificial Intelligence?
Artificial intelligence consists of two innovative skills designed to improve the performance of customer service agents. Its cognitive computing power enables companies to offer efficient services to their customers.
Natural Language Processing (NLP) stimulates your daily interaction with AI software through the ability to process and interpret spoken or written messages. Some of the best examples of NLP include the infamous Siri and Alexa.
Use of AI in Customer Service
With the rise of AI adoption, the potential impact on customer experience is now manifesting itself in several valuable ways. Learn about the likely uses of AI on customer experience by reading on.
A helpdesk chatbot is a bot that uses AI and machine learning to answer basic customer questions via business messenger. For example, questions such as, “Is the product available?” or “What is your price?”
AI chatbots use your existing resources, such as FAQs or blogs and articles, to answer and resolve your customers’ queries. You can recognize and answer multiple forms of the same question, and you can learn to give instant answers in your favorite voice and tone.
2. Sentiment Analytics
Sentiment analysis allows brands to quickly understand the feelings of customers. Companies use it to track social media mentions, determine the perseverance of support requests, and understand customer feedback. Tracking social media conversations will help you find out what customers are saying about your product or service.
Sentiment analysis and social listening tools ensure you never miss a mention of your brand online and 24/7 monitoring means you can act instantly.
With AI-powered sentiment analysis, you can immediately identify critical or urgent issues and prioritize them. You can then set up rules to automatically send emergency tickets to the right team or agent.
3. Increased interactions
The best use of artificial intelligence is not to replace human interaction, but to improve it and reduce friction in the customer experience. For example, if there are technical questions such as password resets that can be answered with AI, that’s a good use of the resource. However, companies must be careful not to overwhelm customers by dehumanizing the process.
Use AI to personalize communication. Organizations can embed AI-generated content into customer communications. Want help from the support team with the voice of Homer Simpson? AI can do it in a split second. This can be a winning strategy for companies competing in a creative niche. Another example is the personalization of purchases based on customer characteristics, similarities, or preferences.
5. AI insights
AI for Customer Service Insights uses artificial intelligence to help you identify and adapt current and emerging trends, improve brand engagement, and encourage customer loyalty. By using forecasting to identify and resolve issues before they affect customers, you can improve the customer experience.
AI-powered technology enables informed decisions to improve resolution, reduce latency, and reduce customer service costs. You can use case-to-case insights, backlog trends, and historical assessments to gauge agent performance, and business impact, and eliminate inefficiencies in your system.
6. Streamlined communication
AI-powered chatbots can optimize customer interactions by quickly and accurately solving common problems and answering frequently asked questions.
Many customers are hesitant to contact support agents when they need simple help, like finding the right product page, tracking their order, or clarifying their return policy.
However, they are more likely to scour your site to find the information they need, a process that can take a long time and lead to a downbeat customer experience. With AI chatbots available, they can save time and receive their answer by simply typing into the chat box.
Customers are happy at the end of such a service experience, realizing that they were in complete control of the interaction and received the assistance they needed, without having to wait for hours. Brands should be aware that the main goal of customer service is to achieve the highest customer satisfaction possible. Traditional customer support methods, combined with advanced AI technology, can certainly help companies provide a pleasant customer experience.