When people buy electronics such as vacuum cleaners, heaters, or refrigerators, people often get into trouble while they try to fix them or turn them on by themselves. During this process, people get frustrated and call customer service for help. And at that time, one of the things they hate the most is to hear a never-ending voice message telling you to wait for assistance. Solving those customers’ problems in a timely manner increases customer satisfaction and became a vital part of business operation. So far, organizations have relied on various technologies and platforms to be easily accessible, and it is natural for AI to become the new trend in creating a better consumer experience.
Customer centers have always aspired to improve their services by upgrading with the latest technologies. Initially, customer support was based on physical mails, which later evolved with telephones, emails, and web-based chat support. As you know, all these methods required human customer support representatives. In such cases, it is important to train and ensure that all the representatives solve any customer queries efficiently while conveying your brand’s core values. Enforcing this practice is hard, isn’t it? Introducing AI in the equation is the answer here to transform the entire customer experience for your business.
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Despite our best efforts, customer support might not always be convenient, and many customers still face numerous challenges. Often, users can’t connect to customer service executives because of traffic, face annoying delays, get service in limited business hours, or even get addressed by a lousy customer support executive. The conventional method lacks consistency when it comes to immediate and effective customer service. For example, most insurance companies’ customer service phone line is always filled with hours of waiting line for customers wanting immediate services. This lowers customer satisfaction and results in an inefficient operation that may affect retaining their existing customers.
Often traditional customer services lack prioritization in all the incoming customer queries. As such, sometimes important queries do not get answered on time, leaving customers on their own at the time of crisis. These limitations can tarnish your tireless efforts to deliver quality and value. Artificial Intelligence is the key to address these challenges. AI can respond to customers immediately, scale itself for incoming traffic, help or assist manual customer support executives, and prioritize incoming queries.
The key to automated and quick responses with AI is Natural Language Understanding. AI can understand your customer’s message and intent through text, speech, or image recognition through omni-channel such as a chat window on a webpage or a messenger app. Their queries are also analyzed with AI using deep QA to get a better understanding and resolve queries beyond predetermined responses with the help of a meticulously designed knowledge base. Deep QA was initially used in IBM’s Watson, a computer that won the quiz show ‘Jeopardy!’ by defeating all the other human contenders. Now, AI has the capacity to resolve questions beyond their predetermined logic².
Furthermore, these queries can also be answered accurately with the help of AI. Natural language generation allows AI customer support to respond with automated text response or can revert with voice generation. All these processes can be directly supervised by your customer support representatives for assurance. It significantly reduces their efforts and helps them prioritize their attention where it’s actually needed.
AI-based customer service centers offer a handful of advantages against traditional methods. To list a few, these benefits include 24×7 instant customer support, reduces customer support operational costs, offers uniform response quality, and improves productivity for support staff. This instant customer support especially has a positive response among customers. According to one research, 55% of customers welcomes chatbot in customer service as it assists problem instantly and makes the process more efficient². Additionally, AI also ensures that the customer service experience keeps improving over time as the model gets trained.
AI will enable you to provide superior customer support and insights into customers’ interests or challenges. Therefore, adapting to AI will allow you to improve your offering and engagement, leading you to get higher profits eventually!