AI was once a concept that belonged to the realm of science fiction. There was even a major Hollywood movie with the same two-letter title. It may have been new back then, but things are very different in the 2020s.
Artificial intelligence, a term used to describe a group of technologies, has a huge impact on everyday life. AI transforms processes and activities in a variety of environments. In the area of customer service, AI transformation could go even further.
According to a 2019 report, the use of AI in customer service is on the rise. 24% of service teams surveyed were already using some form of AI. Meanwhile, 56% of decision makers said they were actively exploring ways to leverage technology.
The impact of AI on customer service will only increase as the new decade progresses. So there's no better time than now to learn about the relationship between AI and customer service. We'll take a detailed look at how technology is changing the way customer service teams work.
What do we mean by AI?
Before we dive into AI and customer service, it's worth clarifying what AI means. Artificial intelligence is an oft-used but often poorly defined term. In most terms, AI refers to any technology that acts in a more "human" way. Basically, the term refers to technology that performs tasks associated with human intelligence. Here are some prominent examples:
- learning
- pattern recognition Troubleshooting
- Planning
There are many different aspects of technology under the AI umbrella. Two of the most important aspects of customer service are machine learning and natural language processing. Before we dive into how AI is transforming customer service, let's take a quick look at what they are.
- Machine Learning: In machine learning, a network or system receives a large amount of data. It then uses the data to "learn" how to perform a task. This may be recognizing certain patterns or understanding written text.
- Natural Language Processing (NLP): NLP focuses on the interaction between humans and computers. They are programming machines that understand language as it is naturally used by humans. This can be done verbally or in writing.
How AI is Transforming Customer Service
Now that we have a better understanding of AI, let's take a look at its impact on customer service. As mentioned earlier, customer service teams are increasingly turning to AI. Businesses of all shapes and sizes are looking to technology as a cheaper and more effective way to improve customer experience.
AI can be used in different ways in customer service. We'll cover and discuss these applications when we look at the industry more broadly. The adoption of AI processes and capabilities will have a tangible impact on customer service teams. Here are four key ways AI is transforming the way these teams work:
- Self-service and automated support
- Automation of customer service processes We empower agents to deliver more
- Proactive problem solving.
Self-Service & Automated Support
Customer service is a multi-channel discipline. By this we mean that customers have multiple opportunities to ask for help. Most companies use a Unified Communications platform as a service to provide a choice of support channels. Customers can communicate with agents via phone, email, social media, etc.
AI adds a new channel that companies can offer their customers. Chatbots are software that can provide customer support without human intervention. They use NLP to process and understand customer questions and can provide relevant answers or direct customers where to find the information they need.
Live chat powered by an AI chatbot has the potential to transform customer service. With lots of simple requests or requests, you can eliminate service agents from the equation entirely.
However, AI does not mean the end of agent teams. As stated above, chatbots are not viewed by consumers as a substitute for human service. Instead, they see them as a way to get simple answers or a channel for more help.
Automation of Customer Service Processes
The larger a business, the more “behind-the-scenes” processes it needs to serve its customers. Let's take the example of a company that receives thousands of requests and complaints by e-mail every day. In order to effectively manage these emails, the business needs a process for routing messages to agents.
Often the process is as simple as sorting messages by subject line. All emails with a specific word in the Subject field are routed to a specific agent or team. It is anything but a perfect system. They can result in messages being returned by a service team and not being addressed as quickly as possible.
AI is beginning to transform this area of customer service through automation. Algorithms using machine learning and NLP can understand the meaning of messages. You can analyze the body of an email, identify what it is, and route it accordingly. They can do anything in a fraction of the time it would take a human to do it.
The more messages such an algorithm processes, the "smarter" it becomes. It is the nature of machine learning that the more data analyzed, the better the answers. As the Internet of Things continues to grow and connected devices generate more and more data, this is a notable benefit of machine learning.
Automating these types of processes makes a customer service team more efficient. Your agents don't have to redirect requests that went to the wrong place. Instead, they can spend more time answering customer questions and issues.
Empowering Agents to Deliver More
With all the talk of automation, it's important to say that AI will not replace social service workers. This is not the kind of transformation we are talking about. A 2019 survey found that consumer attitudes toward AI customer support vary.
The study revealed that 86% of consumers prefer to exchange messages with an agent. It is the opposite of a chatbot. Customers don't want fully automated customer service. Instead, AI is something that empowers human support staff to deliver more to customers. This can help advance UC platforms that are already helping to improve customer service.
The above types of automation take the strain off a customer service team. There are also other ways AI can help agents better serve customers. Consider, for example, how AI can help agents in a contact center.
Artificial intelligence solutions are being developed, such as internal chatbots that can spy on agent-customer interactions in real time. These solutions understand what is being discussed and help the agent provide a solution. For example, they could automatically extract relevant information from enterprise systems.
Sentiment analysis is another AI phenomenon that could redefine the contact center. This is where AI software helps agents identify a caller's mood or attitude. The agent will then better understand how to best proceed with your call.
For customer service teams, AI is more likely to provide useful support tools than to replace them. Whether they're handling instant messaging, email, or phone inquiries, agents can use AI to improve their support.
Proactive Problem-Solving
Traditionally, customer service is seen as reactive. This makes sense considering how much time customer service agents spend answering questions or complaints. However, with the help of AI, companies are starting to be more proactive in customer service.
An example is AI-assisted data analysis. Analytics engines can examine large sets of data from many sources. You can analyze customer interactions with a website, marketing materials, and more. Thanks to machine learning, the engines can also recognize remarkable patterns.
This can lead to new ideas. For example, you might find a common thread that links to site visitors who leave the site without making a purchase. This thread may be about a specific issue with your site or a specific objection. You can then fix the problem and make sure you don't lose another potential customer for the same reason.
Chatbots or virtual assistants are also effective in this area. Many companies use bots to create personalized recommendations for buyers. These bots guide customers to the right products in the same way a customer service representative would.
AI & Customer Service: The Start of a Revolution?
AI is one of the most exciting branches of technology development today. The processes and tools associated with AI are revolutionizing a variety of industries. The transformative impact of AI can already be seen in customer service.
Businesses of all shapes and sizes are using AI in a variety of ways. From chatbots to intelligent analytics engines, artificial intelligence tools are an important part of customer service for many businesses. The acceptance of such AI applications will only increase. In the coming years, more and more new uses of technology in customer service will be developed.
Thanks to AI, the functioning of customer service teams will never be the same. However, possible fears that AI could put agents out of work are unfounded. Robots and tools generated by technology will not currently replace human contact.
How AI is changing the way customer service teams work is more subtle. Enables agents to provide a higher level of service. AI can solve everyday and simple tasks. You can automate processes to make them more efficient. You can even provide tools that make it much easier to provide your customers with the best possible solutions.
Read Also : How New Technologies Help Startups Scale More Efficiently?
Christina Berglund 
AI was once a concept that belonged to the realm of science fiction. There was even a major Hollywood movie with the same two-letter title. It may have been new back then, but things are very different in the 2020s.
Artificial intelligence, a term used to describe a group of technologies, has a huge impact on everyday life. AI transforms processes and activities in a variety of environments. In the area of customer service, AI transformation could go even further.
According to a 2019 report, the use of AI in customer service is on the rise. 24% of service teams surveyed were already using some form of AI. Meanwhile, 56% of decision makers said they were actively exploring ways to leverage technology.
The impact of AI on customer service will only increase as the new decade progresses. So there's no better time than now to learn about the relationship between AI and customer service. We'll take a detailed look at how technology is changing the way customer service teams work.
What do we mean by AI?
Before we dive into AI and customer service, it's worth clarifying what AI means. Artificial intelligence is an oft-used but often poorly defined term. In most terms, AI refers to any technology that acts in a more "human" way. Basically, the term refers to technology that performs tasks associated with human intelligence. Here are some prominent examples:
There are many different aspects of technology under the AI umbrella. Two of the most important aspects of customer service are machine learning and natural language processing. Before we dive into how AI is transforming customer service, let's take a quick look at what they are.
How AI is Transforming Customer Service
Now that we have a better understanding of AI, let's take a look at its impact on customer service. As mentioned earlier, customer service teams are increasingly turning to AI. Businesses of all shapes and sizes are looking to technology as a cheaper and more effective way to improve customer experience.
AI can be used in different ways in customer service. We'll cover and discuss these applications when we look at the industry more broadly. The adoption of AI processes and capabilities will have a tangible impact on customer service teams. Here are four key ways AI is transforming the way these teams work:
Self-Service & Automated Support
Customer service is a multi-channel discipline. By this we mean that customers have multiple opportunities to ask for help. Most companies use a Unified Communications platform as a service to provide a choice of support channels. Customers can communicate with agents via phone, email, social media, etc.
AI adds a new channel that companies can offer their customers. Chatbots are software that can provide customer support without human intervention. They use NLP to process and understand customer questions and can provide relevant answers or direct customers where to find the information they need.
Live chat powered by an AI chatbot has the potential to transform customer service. With lots of simple requests or requests, you can eliminate service agents from the equation entirely.
However, AI does not mean the end of agent teams. As stated above, chatbots are not viewed by consumers as a substitute for human service. Instead, they see them as a way to get simple answers or a channel for more help.
Automation of Customer Service Processes
The larger a business, the more “behind-the-scenes” processes it needs to serve its customers. Let's take the example of a company that receives thousands of requests and complaints by e-mail every day. In order to effectively manage these emails, the business needs a process for routing messages to agents.
Often the process is as simple as sorting messages by subject line. All emails with a specific word in the Subject field are routed to a specific agent or team. It is anything but a perfect system. They can result in messages being returned by a service team and not being addressed as quickly as possible.
AI is beginning to transform this area of customer service through automation. Algorithms using machine learning and NLP can understand the meaning of messages. You can analyze the body of an email, identify what it is, and route it accordingly. They can do anything in a fraction of the time it would take a human to do it.
The more messages such an algorithm processes, the "smarter" it becomes. It is the nature of machine learning that the more data analyzed, the better the answers. As the Internet of Things continues to grow and connected devices generate more and more data, this is a notable benefit of machine learning.
Automating these types of processes makes a customer service team more efficient. Your agents don't have to redirect requests that went to the wrong place. Instead, they can spend more time answering customer questions and issues.
Empowering Agents to Deliver More
With all the talk of automation, it's important to say that AI will not replace social service workers. This is not the kind of transformation we are talking about. A 2019 survey found that consumer attitudes toward AI customer support vary.
The study revealed that 86% of consumers prefer to exchange messages with an agent. It is the opposite of a chatbot. Customers don't want fully automated customer service. Instead, AI is something that empowers human support staff to deliver more to customers. This can help advance UC platforms that are already helping to improve customer service.
The above types of automation take the strain off a customer service team. There are also other ways AI can help agents better serve customers. Consider, for example, how AI can help agents in a contact center.
Artificial intelligence solutions are being developed, such as internal chatbots that can spy on agent-customer interactions in real time. These solutions understand what is being discussed and help the agent provide a solution. For example, they could automatically extract relevant information from enterprise systems.
Sentiment analysis is another AI phenomenon that could redefine the contact center. This is where AI software helps agents identify a caller's mood or attitude. The agent will then better understand how to best proceed with your call.
For customer service teams, AI is more likely to provide useful support tools than to replace them. Whether they're handling instant messaging, email, or phone inquiries, agents can use AI to improve their support.
Proactive Problem-Solving
Traditionally, customer service is seen as reactive. This makes sense considering how much time customer service agents spend answering questions or complaints. However, with the help of AI, companies are starting to be more proactive in customer service.
An example is AI-assisted data analysis. Analytics engines can examine large sets of data from many sources. You can analyze customer interactions with a website, marketing materials, and more. Thanks to machine learning, the engines can also recognize remarkable patterns.
This can lead to new ideas. For example, you might find a common thread that links to site visitors who leave the site without making a purchase. This thread may be about a specific issue with your site or a specific objection. You can then fix the problem and make sure you don't lose another potential customer for the same reason.
Chatbots or virtual assistants are also effective in this area. Many companies use bots to create personalized recommendations for buyers. These bots guide customers to the right products in the same way a customer service representative would.
AI & Customer Service: The Start of a Revolution?
AI is one of the most exciting branches of technology development today. The processes and tools associated with AI are revolutionizing a variety of industries. The transformative impact of AI can already be seen in customer service.
Read Also : How New Technologies Help Startups Scale More Efficiently?Businesses of all shapes and sizes are using AI in a variety of ways. From chatbots to intelligent analytics engines, artificial intelligence tools are an important part of customer service for many businesses. The acceptance of such AI applications will only increase. In the coming years, more and more new uses of technology in customer service will be developed.
Thanks to AI, the functioning of customer service teams will never be the same. However, possible fears that AI could put agents out of work are unfounded. Robots and tools generated by technology will not currently replace human contact.
How AI is changing the way customer service teams work is more subtle. Enables agents to provide a higher level of service. AI can solve everyday and simple tasks. You can automate processes to make them more efficient. You can even provide tools that make it much easier to provide your customers with the best possible solutions.