Artificial Intelligence (AI) is the successful cloning of human intelligence processes with the help of machines. These types of machines include computer systems and tools that achieve learning, problem-solving skills, reasoning, and perception. Customer service can be a major area of application of AI-based tools and technology.
According to a recent study, over 80% of the customer interactions will be successfully managed without the presence of a human agent in the next few years. There are numerous enterprises that are using Artificial Intelligence and the number will continuously grow to 60% by the end of this year. AI-powered techniques have the capability to achieve the following tasks and activities when it comes to customer service and interactions.
How AI Is Improving the Future of Customer Service in 7 Ways
1. Precautionary Actions
AI-powered monitors can offer the customer support and service team an incredible ability to evaluate the primary customer issues. The systems can offer real-time support to the customers for the resolution of such issues. The huge group of web applications can be gathered and studied to eliminate the issues even before their occurrence. This offers the power to the business organizations to lower the customer abandonment rates and enhance user engagement.
2. Messaging Platforms
The use of messaging platforms and applications is not limited to getting in touch with friends, family, and coworkers. The brands are using these AI-powered applications for customer interaction and the usage is set to increase further. The use of social media applications and in-house messaging applications allow the brands to have a real-time interaction with the customers to take care of their queries and issues.
3. No Continuous Training
The average cost of hiring a customer service agent and training the member can be between $4000 and $5000. Also, it becomes important to organize regular training sessions. However, by using AI-based platforms, continuous training is not required that can reduce the costs to a huge margin.
4. Round-the-Clock Services
Customer service agents cannot be made available throughout the day. The department of human resources works for particular hours in a day and may remain unavailable in case of an incident. The scenario can be completely different from the use of automated support and customer service tools. These AI-powered tools and applications can interact with the customers at any hour of the day and are available 24/7. The customer queries and incidents reported are automatically recorded and reliable response is also provided matching with the reported query.
5. Automated Options
According to a recent study, over 72% of customers do not prefer phone calls for their queries or issues. Automated options for customer service are increasingly high and the use of chat-boxes and online forums has significantly increased. AI has boosted the easy development and usage of automated options and the companies that are still not utilizing such platforms will be required to incorporate AI-based tactics in the future for enhanced customer relationship management and services.
6. High Accuracy and Flexibility
Customer service and interaction have a major role to play in customer engagement and relationship management. According to a recent survey, 42% of the customers increased their purchase after a good customer service response while 52% of customers reduced their engagement with the organization after a poor experience. AI platforms can enhance the reliability of service with their non-stop availability and unbiased customer interaction. The AI tools can also be scaled up or down as per the requirements and change in the technology. These applications can also simultaneously handle a wide number of customers without any impact on speed and performance.
There are advanced customer services and assistance that can be provided by artificial intelligence. Using a few automated applications can actually lower the costs by 80%. Resource and training costs along with the cost of the infrastructure are eliminated with the incorporation of AI tools.
It is often assumed that Artificial Intelligence will replace the jobs currently being handled by the human resources. There are over 10 million jobs that will be replaced by AI tools and applications in next ten years. However, in the case of customer service, automated assistance can only resolve 10–35% of the customer queries. Human assistance and capabilities will be required in the rest of the cases. The business organizations must research the AI applications and platforms that they may incorporate in their customer service interactions.
AI will have a large impact in the next few decades and will eventually take control of tedious tasks. If you are looking for AI-based services or have a complex project to accomplish, reach out to the experts at ITSolution24x7.