The World Has Forgotten How to Wait: The Rise of AI in Customer Service
AI in Customer Service: Why’s It Important?
Customers run into problems every day. When they do, they’ll invariably reach out to customer services to voice their concerns. "I ordered Product X last week, but it still hasn’t turned up?" "Why doesn’t Product Y work?" "Why can’t I access my account for Service Z?" The nature of the queries can vary wildly. But the issues themselves are less of a concern. It’s how your company solves them that impacts your Customer Lifetime Value.
5 Ways AI Can Transform Your Customer Services
There are plenty of reasons to use AI in your customer services. But the most significant benefit of all is that the technology will help boost your revenues. It does this in several distinct ways, including the following five:
1. Answer Customers Faster
Some two-thirds of consumers prefer self-service support over talking with an agent. The approach allows them to get near-instant responses both day and night. But companies can only offer this by using NLP in customer services in the form of a chatbot.
2. Give Real-life Agents Time To Handle Complex Queries
Artificial intelligence can solve up to 80% of routine queries. That not only translates to a great customer experience. It offers agents a morale boost. In place of answering the same questions day-in, day-out, they get to tackle the job you hired them to do.
3. Personalize Every Touchpoint
Support services can extend beyond mere troubleshooting. If you integrate your solution with other CRM systems, you can personalize everything you say.
4. Leverage Multiple Channels
These days, customer service spans social media, live support, chatbots — and more. 95% of customers use at least three channels in any single interaction, including the likes of WhatsApp and Facebook Messenger.
5. Continually Improve Your Customer Service
Customer service can be a USP for any company, but it takes time to make it so. That said, AI is always crucial, as machine learning tracks customer interactions over time, analyzing conversations before revealing meaningful insights that improve your service.
Use Cases: AI in Customer Services
You can see the benefits of using AI in customer services. But in which part of the customer support experience should you deploy it?
How to Automate Customer Service?
Artificial intelligence is integral to automation. Algorithms use training data to learn a process, then perform set tasks while continually optimizing the approach. But it takes a specific skill-set to develop service-centric AI. How can you access such expertise? Well, there are two ways. You can go on a hiring spree to bring the right skills in-house. Or you can outsource your AI development to a specialist team.
Conclusion
The world has forgotten how to wait. And this lack of patience is putting businesses under strain. Customers expect queries to get an instant response — and if a company fails to deliver, they’ll often lose the customer for good. AI in customer services can help you address this issue by providing fast, personalized, and omnichannel support. By automating your customer service, you can free up your agents to focus on complex issues, improve customer satisfaction, and increase revenue.
FAQs
Q: What is AI in customer service?
A: AI in customer service refers to the use of artificial intelligence and machine learning to improve customer service experiences.
Q: Why is AI important in customer service?
A: AI is important in customer service because it can help provide fast, personalized, and omnichannel support, leading to improved customer satisfaction and increased revenue.
Q: How can I use AI in customer service?
A: You can use AI in customer service by integrating it with your existing customer service systems, using chatbots to provide quick and easy support, and leveraging machine learning to analyze customer interactions and improve your service.
Q: Can I outsource my AI development to a specialist team?
A: Yes, you can outsource your AI development to a specialist team, such as DLabs.AI, to access the expertise and skills you need to develop a successful AI-powered customer service solution.
