Introduction
Modern customers need speedy, tailored, and timely customer support. Reports reveal that around 90% of customers expect an immediate response when asking a support question. That’s a huge volume of people waiting for a reply from the support team. This fulfilling of the expectations can be difficult, especially when businesses are scaling. AI customer service is a robust solution, empowering businesses to deliver a smoother support experience through multiple channels.
In this article, we will explore five powerful use cases of AI in customer service and how they can help you overcome your customer service pain points to deliver customer satisfaction.
What is AI customer service?
AI customer service involves artificial intelligence technology to improve service offerings and boost customer experience. AI increases customer satisfaction and also assists the human agent in performing tasks by streamlining and automating critical and repetitive work.
With AI in customer service, it is also possible to personalize responses. While a human agent may take some time to understand the customer and establish rapport to personalize responses, an AI tool can do it in just a few seconds.
70% of Customer service leaders believe chatbots are becoming skilled architects of highly personalized customer journeys.
Let’s understand how AI customer service can be applied in workflows to improve customer service experience.
Best ways to use AI customer service for improving customer experience
Market dynamics and customer expectations are shifting faster than we can adapt. The best way to withstand customer expectations amidst challenging market conditions is to future-proof customer service with the help of AI technologies. Let’s look at some of the best ways to use AI customer service;
Organizing tickets
If you’re receiving support tickets at volume, then all can only be successfully resolved if categorized, labeled, prioritized, and routed to the right agent.
Organizing tickets can be one of the most important ways of improving your customer service, as it will help you keep track of all the tickets while working on the most critical ones.
AI customer service tools help you automate this task by simply analyzing customer tickets and categorizing them based on pre-defined categories in your centralized ticketing dashboard. The AI tool matches the keywords from the customer query and adds to the categories tagged to with the keywords. There are various ways to categorize tickets based on the business type.
Once tickets are categorized, they are easily assigned to available agents or routed to specialized departments.
Agent assistance
One of the unique advantages of AI technologies is that it augments human capabilities. From a customer service perspective, it empowers agents with quick data access, content summarization, empathetic response suggestions, grammar corrections, and more. It is like a personal assistant enhancing the agent’s productivity by closely working with them.
All the while, it can also analyze their performance and suggest improvement plans. It can suggest skill improvement training courses that can easily train new employees onboarding for the role, helping them cope with their role.
Customer engagement
The advancement in AI technology has allowed the development of instant content generation through AI tools. They are now much smarter at comprehending customer sentiment and providing contextually appropriate responses. These features have explored their application in responding and interacting with customers, and AI tools are good at producing human-like conversations.
While AI is taking care of routine queries, human agents can focus on matters that require their undivided attention, such as in-person relationship building with important clients.
Quality assurance
Artificial intelligence systems can analyze customer queries and tally them with the agent responses to ensure the quality of the resolution provided to the customer. While it defines the performance of the customer support team, the same can be used to improve their performance by setting some benchmark parameters for customer support.
Out-of-office support
While human agents have specified working hours, AI customer support tools do not require break time. They are perfect as your backup to assist with queries when you are out of your business hours.
AI advancements allow businesses to offer a consistent customer experience around the clock. AI chatbots are efficient at responding to common FAQs, troubleshooting requests, and simple queries or sharing acknowledging so customers don’t feel ignored.
For more critical issues, AI tools can prioritize to route the query to the specialist team as soon as they resume their working hours.
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Benefits of AI customer service
Recently, the world has witnessed an explosion in AI advancements and its rapid applications in various industries. Businesses worldwide are actively looking for ways to integrate AI technologies into various workflows to improve efficiency and productivity and reduce time consumption. Let’s look at the benefits that AI customer service offers for your business.
- • Cost reduction: Implementing AI customer service in your business offers to optimize your budget by reducing the need for hiring a larger team. An AI can multi-task to engage with multiple queries simultaneously without compromising the quality of the responses. They are good at recognizing human sentiments, intent, and tone to provide appropriate responses.
- While the capabilities of AI tools allow them to handle more repetitive tasks in less time, this offers scope for human agents to devote their time to strategic thinking and productive collaborations.
- • Improve support: AI systems built on machine learning principles are good at analyzing customer behavior, buying patterns, etc, to predict support requirements. AI systems can initiate proactive support steps toward the customer by accurately estimating support.
- Proactive customer support improves customer experience with your business and reduces the burden on the support team by reducing ticket volume.
- • Reduced turnaround time: Artificial intelligence can quickly analyze vast databases for the appropriate responses. While it may take a human agent a lot of time to locate and summarize the right format of response, an AI customer service tool can do it in a fraction of a second. Thus, improving the response time for a query. Reducing the customer wait time impacts improving the customer experience.
- • Improve agent productivity: Artificial intelligence augments agents’ capacity and improves their productivity by handling tedious, repetitive tasks. They are also efficient at streamlining processes that reduce the time required to provide customer resolution for the agent.
- Agents can do more things by integrating AI tools into their workflow and boosting productivity.
- • Multilingual support: One of the standout features of AI technologies has been the ability to communicate in multiple native languages fluently. It enables AI in customer service tools to cater to global customers in their native languages and strengthen relationships.
- These systems can also help agents translate a foreign language document and generate accurate native language responses while on a live chat with customers.
Conclusion
To stay competitive in today’s market, AI is now a must for customer service. AI has the potential to help businesses reach new heights of customer interaction, satisfaction, and relationship-building from anywhere on Earth. Embrace AI in customer service. No longer is it simply about keeping up with the market, but providing experiences that are so extraordinary that they will be referred by everyone for years afterward.
Frequently Asked Questions
Integrating an AI tool with your customer support system is not a big deal as most platforms these days offer APIs and integrations with most CRM and service desk applications.
Some of the best practices to implement AI customer service are first to set a clear goal, select an AI service desk platform, extensively train the AI on real-time cases, and actively monitor the performance with consistent user feedback collection.
The key metrics for measuring the success of an AI customer service system are: customer satisfaction rate, time taken for response time, response quality, accuracy of the responses, and also agent productivity.
Nisha Sneha
Nisha Sneha is a passionate content writer with 5 years of experience creating impactful content for SAAS products, new-age technologies, and software applications. Currently, she is contributing to Kenyt.AI by crafting engaging content for its readers. Creating captivating content that provides accurate information about the latest advancements in science and technology has been at the core of her creativity.
In addition to writing, she enjoys gardening, reading, and swimming as hobbies.
