4 Ways Artificial Intelligence Will Improve Customer Service

Feb 07, 2018

By Kirsten Oelrich

When was the last time you called customer support and navigated through a web of confusing options and choices only to be put on hold for several minutes before you heard these words – “Hello, how can I help you today?”

We’ve all had this experience at some point, but have you ever imagined being on the other side? Picture yourself being asked the same question 100 times a day by 100 different customers. Or even worse, not knowing the answers to any of those questions. That’s the problem customer service teams deal with on a day-to-day basis.

In a world of rising customer expectations and fading customer loyalties, how do brands ensure prompt and unhindered experiences for customers? The answer lies in Artificial Intelligence.

Let’s have a look at the 4 ways Artificial Intelligence will impact customer service.

1. Chatbot-based customer support

Customer service teams today are tasked to handle a large number of customer calls per day and at the same time bring down the average resolution time for each customer issue. Chatbots have an important role to play in addressing both these challenges. Not only can chatbots provide prompt answers with lightning fast responses in real-time but also reduce the burden on human agents by resolving a substantial number of customer queries with the highest accuracy and human-like behavior. In fact, according to Gartner, more than 85% of customer interactions will be managed without humans by 2020.

2. Cost reduction and resource optimization

According to IBM, businesses across the world spend over $1.3 trillion on 265 billion customer service calls each year. Chatbots can help businesses cut customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions. A perfect example of this is call computerization, which combines machine learning and advanced speech recognition to improve conventional interactive voice response systems, whilst delivering a 60% – 80% cost saving over human-powered outsourced call centers.

3. Round-the-clock, round-the-year support

Customers today demand service on their terms. This means brands must be available and responsive to customers at all times throughout the year. Automated customer service makes it possible. This allows organizations to deliver always-on customer service and resolve issues as soon as they arise. This means customers can have their inquiries resolved 24 hours a day without having to wait for long periods to get a response. Not only would this go a long way in increasing customer satisfaction but also improve brand reputation and drive higher customer loyalty.

4. Improved human interactions with customers

Artificial intelligence can play a big role in augmenting human interactions with customers. Two of the most significant ways AI is augmenting customer service is through AI augmented messaging and AI email tagging. AI augmented messaging enables customer service agents to handle a big part of customer queries with the help of chatbot assistants and with AI email tagging, humans can save the time required to read every customer email by having AI-powered programs scan emails, tag them, and direct them to the right office. This would help human agents save time and focus on the more complex tasks that cannot be completed without human intervention.

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