Artificial intelligence (AI) and automation are becoming increasingly accessible to small and medium-sized businesses.
These technologies have the potential to increase efficiency, reduce costs, and more.
Using machine learning, AI recognizes behavioral patterns that you can use to intelligently automate processes in almost all areas of your business.
In this article, we explore how AI in customer service can bring huge benefits to your customers, such as: B. Providing reliable 24/7 support and tailored sales and service trips.
Here’s what we cover:
Benefits of AI in customer service
AI technology works best when continuously fed with large amounts of data, making it well-suited to improving multiple facets of customer service.
Greater customer support
Using AI applications, companies can support customers 24/7.
Since customer activity is often higher outside of regular working hours, AI customer service applications like chatbots provide customers with support whenever they need it.
While automated chatbots can only respond within a certain framework, AI-powered chatbots can continuously learn from previous experiences to provide better support.
Chatbots never get angry or frustrated with customers and can be programmed to escalate problems or unknown questions to human managers.
Personalized sales and service trips
AI software can collect and analyze customer data far more efficiently and effectively than human employees.
With access to detailed information, companies can gain a deeper understanding of their customers and, in combination with other AI technologies, create individually tailored customer experiences.
Artificial intelligence customer service applications can use machine learning to recommend items based on a customer’s previous purchases and behavior, or redesign websites in real time to adapt to the customer’s browsing habits or service needs.
Providing personalized experiences to customers can increase customer satisfaction with service levels and increase sales and brand loyalty.
Artificial intelligence for self-service
The way customers prefer to engage and engage with brands is changing. Most customers, especially tech-savvy millennials, prefer to solve their problems themselves and not interact with people.
AI applications can collect information such as the customer’s online actions, past orders or usage, and previous conversations with support teams.
This information can then be used to make assumptions about what the customer needs to solve their problem.
Solutions could include personalized help pages, specific product options, or AI chatbot support.
Disadvantages of AI in customer service
Since AI technology is relatively new and has only recently entered the mainstream, there are still some issues that need to be addressed.
With the further development of AI applications, these disadvantages should largely be overcome.
AI has no access to the aging population
The British population is getting older. In the UK, 18% of the population is over 65 years old and this trend is expected to continue.
By 2036, 25% of the population will be over 65 years old.
Traditionally, older people have difficulty using technology. While most of us see the internet as an important part of life, 2.6 million British citizens over 75 have never used it.
A similar trend will occur with AI technology.
If older populations don’t or can’t use modern technologies, companies may not be able to reach older customers with AI and internet-based technology.
On the other hand, this problem may become smaller as older people become more responsive to new and ever-changing technologies.
Some companies have found creative ways to address this problem. Barclays’ Digital Eagles program, for example, aims to increase customer trust in digital technology.
GDPR and AI software
A natural characteristic of AI applications is their ability to collect and process large amounts of information.
While customer privacy and security is an important concern for any company that processes data, GDPR exacerbates these concerns even further.
The GDPR, the most significant overhaul of data protection and confidentiality in decades, has drastically changed the way companies in the European Union can collect information about customers and therefore also impacts artificial intelligence.
Some critics have protested that GDPR will kill artificial intelligence. Finally, the regulations require customers to consent to data collection and companies are not allowed to profile customers using an algorithm.
It certainly appears that GDPR regulations are hindering AI capabilities. The full impact has yet to be determined and court cases will likely make the final judgment.
Artificial intelligence lacks the human touch
AI customer service applications may be able to understand human queries and make logical decisions, but they are unable to show empathy or deal with emotions.
Therefore, they may not provide a great experience for customers who are angry or stressed.
The best customer service experience requires a mix of human elements and AI applications.
Customers want both emotional and practical support during a crisis, but human representatives can often resolve issues more quickly using AI technology.
Forbes recommends that companies only use AI technology for objective yes or no queries or to produce results via an algorithm. For everything else, companies should use human representatives.
It’s about finding the right balance.
How to integrate artificial intelligence into your customer service
Before integrating AI into customer service, there are a few things you should consider. Having clear customer service goals and objectives will help you answer the following questions and implement AI tactically or strategically.
- How would AI be used to achieve these goals?
- How would AI achieve better results than your current strategy?
- Which customer segments do you want to serve with AI?
- How would AI fit into your current customer service methods?
- What relationship would AI have with your employees?
- At what point in the customer journey would AI appear?
Available AI customer service applications
With a plan in place, you can then look for the most suitable AI solution. Thorough research is always required, especially when it comes to integrating it into your tech stack. However, some of the solutions listed below are currently popular choices.
Chatbots
AI-powered chatbots are one of the most widespread forms of artificial intelligence. Most AI-powered chatbots use natural language processing to understand customer queries and provide “smart” responses.
Smart emails
AI-powered email apps can help you increase engagement and open rates by choosing the right words, writing catchy subject lines, and increasing personalization.
Case studies have shown that customers are more likely to interact with emails written by computers, sometimes up to 10 times more, than human employees.
The future of AI in customer service
With so many applications and benefits, it won’t be long before AI customer service becomes the norm.
It’s worth taking the time to figure out how you can use it in your business.
With the benefits that AI offers, you may find that you have happier customers.
Editor’s Note: This article was first published in September 2018 and has been updated for relevance.