According to PwC’s Global Artificial Intelligence Study, artificial intelligence (AI) will bring $15.7 trillion of revenue to the global business economy by 2030. Automation in vital areas of business operations, especially customer service, increases productivity rates to escalate company performance.
How artificial intelligence revolutionizes customer service
AI is slowly becoming the frontline support of customer service teams. Customer service centers use artificial intelligence to assist their agents in taking calls, recommending solutions, and evaluating their performance.
Artificial intelligence revolutionizes customer service by automating repetitive day-to-day tasks and prompt responses. This way, human support can focus on addressing more significant issues that might be too complex for computers to handle.
Aside from attending to customer concerns efficiently, AI tools assess the worker’s performance right after a call. Changing the face of call centers, AI pushes companies to train and upskill their workforce, giving them more areas to grow in the industry.
Why customer service companies should invest in AI
Customer service is more than just taking inquiries and sending recommendations, and it goes beyond maintaining the brand’s image and reputation.
Excellent customer service boosts the possibilities of customer retention by leveraging word-of-mouth marketing. AI-powered customer service companies enjoy the benefits of customer retention through reduced customer acquisition costs (CAC).
Moreover, AI helps process data to give decision-makers an in-depth understanding of business predictions.
Artificial intelligence is an investment that does not focus merely on profits but on creating valuable insights for business expansion and development.
Ways to use artificial intelligence for systemized customer service
Highly optimized customer contact centers can utilize artificial intelligence’s power to solve both internal and external business issues. Building systems in customer service will benefit not only the company but, more importantly, the customer and the support agent interacting with one another.
Here are some ways companies use AI as the main tool in strengthening their customer service centers:
Chatbots
Picture a building receptionist smiling as you make your way to their help desk to inquire. However, a human receptionist leaves after the designated working hours, giving no guarantee of their 24/7 availability.
Chatterbots or chatbots are not limited by working hours and locations. With automated messages, customers can expect a response within a few minutes.
It is assuring for customers to know that their message is received and acknowledged by the system. This type of communication maintains a connection with the customer by stimulating conversations that will narrow down to address the client’s situation.
Rule-based chatbots, intellectually independent chatbots, and AI-powered chatbots are the three main types of chatbots that exist today. AI-powered chatbots follow principles from the other two types of bots in assisting customers while contextualizing the conversation for future references.
Chatbots work best in answering frequently asked questions and empowering customers to solve basic issues independently. Prompt responses and solutions save resources for both sides of the conversation.
Call streamlining
Nothing relieves process and work fatigue in customer service like a well-structured workflow system for both inbound and outbound calls. Call streamlining is one of, if not the most effective, ways to solve the chaotic nature of call centers.
Streamlining simplifies tasks by tracking similar patterns and putting them into one stream where they best fit. This way, customer service companies optimize both their processes and resources.
Artificial intelligence in customer service streamlining includes assessment of common concerns, ranging from basic to complex issues. Then, companies can invest in a software system that will organize information and possible solutions.
Advanced computer technology like AI uses natural language interfaces (NLI) that sort out matters of calls into categories by analyzing their context. This will redirect the caller to a more suitable support provider, skipping the queues and endorsement steps.
AI-powered recommendations
One of the most common challenges call center agents face is irate callers who have little to no patience to wait until a solution is available. Different factors like customer service inefficiencies and process disorganization cause frustration on the client’s end.
Customers have different ways of communicating with a support agent, and with human assistance alone, it can be challenging to pinpoint what they genuinely need. AI-powered technologies solve this problem by recommending solutions for internal and external concerns.
Externally, artificial intelligence is helpful in giving customers a personal experience.
AI-powered recommendation systems cut down operational costs and reduce call times through predictive features.
Mapping their profiles, buying patterns, and behaviors in every transaction will empower support specialists to choose the proper response to each client. The faster clients get what they want, the more satisfied they will be with the customer service. They are also more likely to recommend the brand to their family and friends.
Capitalizing on artificial intelligence for customer service
Today, call centers are more than just taking care of customer complaints. They have now become one of the best places to generate greater revenues if utilized well. Business leaders capitalize fully on artificial intelligence to give the best customer service to their clientele.
It is about time companies turn their customer service centers into one of the most profit-generating departments for their business.
