Exceptional customer service becomes more than a priority, as poor customer service worsens the situation. Whether it be a call, visiting a website or using a mobile app, customers expect businesses to deliver smooth and fast delivery or more personalised services and provide more innovative experiences. Companies that are built under a long-term strategy can understand the significance of maintaining novel customer service solutions, and they continue to offer a high service standard to their clients.   

Since the world is undergoing a new industrial revolution with the advent of Artificial Intelligence in almost every sector, all are integrating AI tools into their production and service delivery processes. With this cutting-edge technology, they are taking the chance to accelerate, streamline and enhance various domains of their operations. AI can overcome the friction of traditional support and deliver high-quality customer care by automating self-service actions and answers.   

Three of the significant benefits of integrating AI into customer services are:  

• Improved Customer Support Workflows- Artificial Intelligence can be utilised to minimise friction during any stage of the customer’s journey. AI-powered chatbots will help customers to get immediate responses to routine questions from new customers.  
• Reduced Response and Handle Times- AI enhances the workflow, resulting in improved customer response metrics. With these AI chatbots, we can automatically respond to the customer’s live chat within a few seconds. This will reduce the first response time of the support team to a great extent and result in a decrease in average handling time as the team will be taking less time to resolve the issues.   
• Better Predictions of Customer Behavior- AI can be used to optimise real-time data to make predictions. This proves that by using AI, we can understand how customers are likely to behave according to their purchase history, buying habits and personal preferences. Predictive AI assists you in identifying patterns and proactively making improvements to customer services.  

Given below are ten ways in which AI can be used to enhance customer service in your business:  

AI chatbots  

The Artificial Intelligence integrated chatbots are programmed in a way that they can interpret the problems of customers to troubleshoot the issues. They are time efficient for representatives and customers as the chatbots respond immediately and automatically and are available 24/7.   

Voice Analysis  

With voice AI, call centre interactions can be automated more easily. The tools can be trained in predictive call routing and interactive voice response to serve as the first line of defence for the customer’s inquiries.   

Sentiment Analysis  

Most AI chatbots nowadays have sentiment analysis tools such as NLP to better interpret customer responses. This enables the bot to respond to the customer when they behave in a certain way so that the bot won’t escalate the customers’ emotions while helping them.   

Predictive analysis  

Machine learning makes it easier to predict customer behaviour through AI. The process consists of analysing large quantities of data and pulling out actionable insights to predict trends, customer sentiments and future problems.   

Augmented messaging  

Though chatbots excel in troubleshooting minor errors, they are not always the right option to tackle complex or sensitive cases. Augmented messaging can help in this scenario. This AI tool can optimise the opportunities where human representatives should be involved and support the customers with added personalisation.  

Request analysis  

AI can also be used to identify the keywords put forth by customers to determine the nature of the request before handing it over to the representatives. Such AI tools enable businesses to observe customer issues, urgency, and more. This is another time-saving process.   

Self-service resources  

Building a robust knowledge base or FAQ page is time-consuming. Hence, self-service resources are vital regarding good CX. AI writing assistants such as ChatGPT and Jasper.ai can help in such scenarios. Such tools use AI to synthesise information and output copy based on the topic. This copy can later be used to create a knowledge-based article or even generate answers to common questions about a particular product.   

Omni-channel service  

AI can be a better assistant in the omnichannel service strategies of businesses by helping enterprises direct the customers to the appropriate support channels, whether live chat or more personalised support.   

Data management  

Unlike the usual AI tools, some AI features are not customer-facing. Some of the most useful tools are the ones that are integrated into the internal software of these businesses. For instance, AI can be integrated with the CRM of companies to recall customer data for service agents.   

Multilingual support  

Now, most AI chatbots can quickly generate content in various languages. This predominantly helps international businesses. AI can easily detect customers’ language and translate it before it reaches the support system.

• https://www.forbes.com/sites/forbesbusinesscouncil/2021/07/22/15-ways-to-leverage-ai-in-customer-service/?sh=322cc0420bbd
• https://www.hubspot.com/products/crm?hubs_content=blog.hubspot.com%2Fservice%2Fai-in-customer-service&hubs_content-cta=CRM&hubs_post=blog.hubspot.com%2Fservice%2Fai-in-customer-service&hubs_post-cta=CRM
• Photo by Steve Johnson on Unsplash