You order a pizza and do not get the delivery on time.
You call the customer support but are navigated through a web of confusing options only to be put on hold for several minutes.
After much frustration, you hear these words - “How may I help you today?”
We all might have experienced this once in our lives. However, have you ever thought of being on the other side of the spectrum?
Imagine being asked the same question 1000 times by 1000 different customers daily!
This is where AI can come in handy to provide prompt and uninterrupted services to the customers.
In the forthcoming sections of this write-up, we will focus on the best ways to leverage AI customer service outcomes.
But, before that, let’s look at some startling statistics which will highlight the importance of AI in enhancing customer service outcomes.
According to Servion Global Solutions, AI will empower 95% of all customer interactions by 2025. This includes telephone and online conversations. (Source: financedigest)
Gartner predicts by the year 2020; customers will manage 85% of their relationship with the enterprise without any prominent interaction with human beings. (Source: Gartner)
78% of brands have already executed or are planning to implement AI and VR by the year 2020 to serve customers better. (Source: Oracle)
68% of service leaders believe that bots and VCAs will be significantly critical in the next two years. (Source: Gartner)
By the year 2035, AI technologies are expected to enhance business productivity by 40%. (Source: Accenture)
As promised earlier, let’s now focus on the best ways to leverage AI customer service outcomes.
In the last few years, we have already seen social media flooded with people who are readily accepting messaging apps.
They depend entirely on messaging apps.
This is not only while communicating with their near & dear ones during the recent COVID-19 pandemic. But also to engage with brands they are curious to learn about or get familiar with.
Here AI-powered, customized, real-time messaging Chatbot services come into the picture.
These Chatbots provide an incredible chance for businesses to connect with new and existing customers to foster an exclusive revenue stream.
A prime example of that is Facebook Messenger.
It leverages powerful chatbots that are integrated with cognitive capabilities based on this particular idea.
Recently we are seeing other leading industries galloping towards this space. This includes tourism, food chains, airlines, fashion, e-commerce, hotels, among others.
It is quite a delight for customers as they welcome the new AI technology for different services.
They are also delighted to converse with their favorite brands for different activities. This includes booking flights, travel trips, accommodation, or getting fashion tips.
I am incredibly excited to see the next industries to adopt this particular trend.
For example, look at the UI concept of SEVEN, an AI Messenger.
Every business today thinks about the costs involved before getting into something new.
However, when it comes to call center practices, you need to spend a lot of money and time hiring and training staff for customer service and erecting the entire brick-and-mortar infrastructure.
For example, if you recruit ten support individuals, it can cost you as much as $5,000. Now imagine if the attrition rate is relatively high as it is in the call center industry, so if the recruits leave frequently, it can prove to be a nightmare for the company involved.
Whereas, if you utilize automated responses through AI-enabled customer service platforms, it can give enough time for your customer support team to concentrate on more urgent tasks. It will also help you save time and cost.This is what Acquire, a one-of-its-kind customer engagement software does.
It automates customer support, speeds up response times, boosts conversion rates, and generates leads - all with a single software!
It is a pre-programmed intelligent system that consists of its very own knowledge-base.
You just need to provide a one-time training. If there are new process changes introduced, simply re-configure the software instead of retraining your entire support team. How ingenious is that?
If you think that AI technology is limited to merely giving direct assistance to customers, you are wrong! It can also be handy in ushering the customer service path.
Sometimes customer service teams receive complicated issues that can not be solved by the intelligent support system. However, AI has a particular capability through which it can direct customers towards parallel support channels.
A prime example of this scenario is HOAS (The Foundation for Student Housing in the Helsinki Region) virtual assistant Helmi.
The chatbot, when integrated on your site, works 24x7. It has the capability of handling more than 59% of customer queries.
However, once a customer asks a complicated question or a customer wants to speak directly with a live agent, Helmi, the chatbot, ascertains whether any customer service agent is available at that point in time and redirects the client to him/her.
Thus AI for the customer service process provides an all-inclusive balance in the support system.
This way, customers receive efficient solutions, and customer service executives fulfill their service commitments and relieve the already loaded channels from the frantic rush.
Although not directly but indirectly AI helps both customers and customer service executives in the same way.
With the help of AI, human representatives have the chance to take additional assistance they require to serve the customers.
This can ultimately speed up the resolution process by discovering and delivering solutions in time in place of the human agents.
The good thing about AI is that it learns from repeated issues that are resolved frequently.
This machine learning ensures customer support to be prepared for tough challenges that chatbots sometimes fail to address.
A call center with AI machine learning capabilities has the acumen of performing at the optimal by suggesting precise solutions to specific issues.
Thus, AI’s learning potential to sense human behavior patterns can help both customer service executives and customers. For example, one of the first bots on Facebook Messenger was 1-800-Flowers.
With its chatbot's help, users can easily send flowers and gifts just like any other phone-in app.
The AI-based chatbot first asks you to opt for items based on the type of event (birthday, wedding, engagement, etc.) and then give recommendations for different presents using the machine learning mechanism.
The AI does all this by learning human behavior, and the different types of flowers and gifts people give out on specific occasions.
Then you purchase the flowers from the bot and receive updates from the delivery.
It is a perfect example of AI machine learning to provide additional support to the customer.
With time as the customers have evolved, businesses have to look out for newer means to offer unquestionable reliability and flexibility in resolving the customers' queries.
In the digital era, customers expect a great deal of maturity in the way enterprises propose service solutions.
By using intelligent chatbots' cognitive knowledge, service-based industries can maximize the effectiveness of their everyday interactions with the customers.
If used properly, AI technology can provide a high magnitude of reliability that is hard for human customer support executives to achieve.
With the use of chatbots, it is possible to surmount all potential barriers and pain points experienced by human customer support executives.
With the help of an AI-based Chatbot, you can:
After the introduction of Amazon's sensible Alexa and Apple's Siri, ideally, one can say that AI technology is getting smarter on a day-to-day basis.
But, indeed, there is still ample scope of improvement and innovations.
However, despite the growth of AI for customer service, AI software's machine learning capabilities still need to work on specific aspects like refinement and human-like sensibility.
This is especially true in case of handling email support.
An AI robot should ideally make suggestions and write proper drafts to resolve customer queries through emails.
But, it is the email support where the automated responses tossed directly to the customers do not produce the right results.
This makes it even harder for businesses to cope up with the incoming queries.
Here, the role of AI-powered customer service platforms comes into the picture.
With the gradual developed ability of AI to learn from large dataset, AI email support can provide meaningful solutions similar to chatbots.
It can come in handy while suggesting a help article by employing an NLP system.
It can even fetch certain parts of the email draft for people working in a call center.
Since precision is most important when it comes to email writing, AI can prove to be a worthy investment for service structures where the overall volume of support conversations is in thousands on a monthly basis.
This is where an intelligent system like AI can prove to be a catalyst in providing efficient solutions.
We have already seen an enormous amount of data being collected from a website.
However, the exciting part is, only 1/3rd of it is worth scrutinizing.
In case the data is analyzed and harnessed correctly, organizations can utilize it to transform their business successfully and boost brand engagement.
Once enterprises start collecting such enormous data, it can use the combination of Big Data, AI, and machine learning capabilities to make the customer journey more personalized.
With its help, brands can envisage their product theories or personalized recommendations for each customer.
This way, they can create an unparalleled stream of customers daily.
Today, it has become easier to collect customer reviews and feedback, proving to be a blessing to navigate their needs and browsing pattern.
With the help of AI-technology, such level of personalization can directly have a tremendous impact on:
As time has gone by, we have seen AI-augmented customer service maturing as major enterprises across the globe, starting to make a strategic investment in artificial intelligence.
We have already discussed that AI provides attractive benefits to customer service outcomes like efficiency improvements, fast resolutions, precise assistance, brand reputation, and increased revenue.
With time, organizations have started to realize that instead of executing fully automated front-end AI-powered bots, they need to invest in AI-assisted human agent models.
Under this model, human customer service representatives are supported by AI technology.
Front-end chatbots handle the mundane first-level queries by learning from historical data, FAQs, and support documents.
This way, it helps in optimizing human agent time to a greater extent.
With the help of machine learning of AI, customer service representatives have the scope of minimizing escalation events, promoting First Contact Resolution (FCR), and cutting down agent training costs.
So, when are you applying these different ways to leverage AI customer service outcomes in your business?
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