Artificial intelligence (AI) is fundamentally altering the way we work in a variety of industries. Customer service has long been a part of these industries, whether in retail, finance, manufacturing, or the legal profession. Experts believe that in the coming years, it will be impossible to tell the difference between a human and an AI agent.
Early applications of artificial intelligence in customer service demonstrated its ability to reduce costs, improve employee retention and loyalty, increase revenue, and drive customer satisfaction. Given all of these incredible benefits, industry-wide adoption of the technology appears almost inevitable.
In this blog, we will look at how artificial intelligence is developing and supporting customer services, as well as why business leaders should invest in technology.
Artificial Intelligence for Call Centre
While there is an acknowledgment that data protection is important, it is extremely frustrating as a customer when you call a customer service representative and they don’t know anything about you. Personalization across all channels has evolved into a customer expectation rather than a nice-to-have feature. With all of this information at their disposal, customer service representatives never have to go into a call blind.
Predicting Customer Needs
Big data platforms are used by AI and machine learning tools to predict customer needs. A chatbot, for example, can reach out to customers who appear to be stuck on a specific website page.
Customer satisfaction
This is difficult to quantify, but AI should improve the overall customer experience by providing constant availability, quick response times, and the ability to provide the right answers. There are some who argue that nothing beats traditional customer service, but in today’s fast-paced online world, consumers are becoming more accepting of automated solutions as an overall experience.
Customer service is undergoing a positive transformation as a result of AI. Schedule an appointment with Cegura Technologies to know how AI can be a game-changer for your organization.
