An Introduction to Leveraging AI in Customer Service

Artificial Intelligence

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Posted on March 24, 2023

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Customer service has never been more important. Today’s customers are becoming ever more discerning, and brands are having to do more than ever before to attract the attention of new customers, and retain existing ones. 

One key way in which businesses can easily differentiate themselves from the competition is by offering standout customer service that’s fast, friendly, and reliable – but doing so can be challenging. 

For growing companies operating on tight budgets, it can be difficult for support teams to field customers’ queries as quickly as expected. This can feed into a vicious cycle where, as a brand scales, so too do customer service inquiries. 

If customer service offerings can’t keep up with the rate of growth, things can quickly go downhill. When this happens, we often see a decline in the quality of customer care, with agents at risk of burnout. However, technology now offers an answer to this age-old problem.

AI can now be used in customer service to significantly reduce the burden on customer service agents and allow a business to grow without making any sacrifices in terms of the level of customer support 

Businesses are now using AI to improve customer satisfaction in a fast-paced and competitive market. The technology is opening the door to new opportunities for customer service teams, capable of driving lightning-quick response times and boosting customer satisfaction scores. 

In this article, we’ll introduce some of the key opportunities that AI presents in customer service.

How to Use AI for Customer Service

AI actually dates back to the early 1950s but the technology at that time would be nearly unrecognisable now. Its role in customer service has taken many forms over the years as well but most of the modern world now has AI within their fingertips via Amazon’s “Alexa” or Apple’s “Siri” applications. 

In other words, the advancements have made AI more accessible so it is almost presumed that the realm of customer service would have its own set of advances as well. Let’s take a look at some of the ways companies are now leveraging this technology to better customer service.

Chatbots 

When customers have a problem, they want it solved quickly in the most convenient way possible. That’s why many customers opt to try chatbots whenever they’re available.

These bots can resolve a series of common questions and issues which frees up  time so teams can focus on other business needs. For example, the Helpshift in-app chatbots also capture details so the users never have to repeat themselves and the agents aren’t doing double the work.

Take a look at Helpshift’s in-app chatbots to learn more about the difference AI makes.. 

AI Customer Support Software 

In addition to empowering the customer with self-service solutions, AI can go as far as allowing the user to complete purchases or request returns. AI technology has come a long way since the days of Microsoft’s ‘Clippy’ and is now more effective at providing assistance. 

These days, AI emboldens the customer service experience to new heights and the technology is only just rearing its head with cutting-edge potential. 

The software now extends beyond this universe by making waves in the multiverse. As customers and their needs advance, so too does the technology needed to support them. 

RPA (Robotic Press Automation) is the technology behind many of the most exciting examples of bot automation that we see today – and its capabilities just keep getting better.

Machine Learning and Predictions 

Companies are using machine learning in a number of ways. For instance, it can analyze past conversations to unveil frequently asked questions and common issues. 

Outside of this, AI and machine learning are helping organizations gain a better understanding of their customers through gathering social, historical and behavioral data and then learning from it to predict what they might be looking for next – before they even think of it!

This gives chatbots and customer service teams greater power to offer solutions, escalate problems to the right teams, or enable users to self-serve at a much faster rate.

How do companies benefit from AI customer service? 

Companies benefit from AI customer service in all kinds of ways, from improvements in time management amongst staff to a reduction in the cost of providing accessible customer support 24/7. 

A major goal in today’s customer experience process is to meet the growing need for instant gratification with streamlined resolution options. AI enables companies to offer this, without compromising the quality of their service.

Complex issues can still be dealt with by a human agent, of course, but AI is capable of identifying queries or complaints that require the attention of an agent and then quickly routing those tasks to the best person for the job.

If a VIP customer is identified, they too can be automatically routed to an agent. When this happens, the agent in question will be fully equipped with information about the user and their problem, enabling them to resolve the issue more easily and effectively than they would have done without the help of AI and automation tools. 

Let’s take a closer look at some of the key advantages that AI support software provides.

Lead generation opportunities 

The more marketing teams know, the better equipped they are to make the most of lead generation opportunities. AI is enabling automation within the sales funnel. Here, chatbots can ask specific questions in order to prequalify leads. Prospects will then be directed to the most appropriate team.
Better time management 

When a company introduces AI customer support software, it immediately frees up huge amounts of time for staff who might otherwise have been dealing with recurring issues. 

Chatbots can then field simple, frequently asked questions, only handing them over to a member of the team if a customer’s request is more complex or requires urgent attention. And chatbots are brilliantly effective at recognizing queries that might require the help of a human agent.

Automated intent classification allows chatbots to quickly identify the best path to resolution, providing customers with the best possible experience. Find out more about how it works here

Fast response times 

AI allows teams to provide proactive customer support that solves issues before customers become frustrated, improving the customer experience and ultimately having a positive impact on retention.

AI-powered customer service software is one way for companies to offer best-in-class customer support that can be relied upon to resolve queries in a matter of seconds, 24 hours a day. 

Learn more about leveraging AI in customer service 

Businesses are now leveraging AI in customer service to reap the rewards of this truly transformative technology. Automated customer service platforms, chatbots, and self-service options are putting the power in the hands of customers, enabling them to resolve issues in seconds. 

The modern support offering yields ROI, faster resolution times, and higher CSAT. It’s saving companies 88% on operational costs, and dramatically improving the customer experience that businesses are able to offer. 
To learn more about Helpshift and how it works, schedule a demo or get in touch with a member of the Helpshift team to request more information.

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