Customer service and experience have a large role to play in an organization’s success. Improved customer service leads to higher sales and revenues. However, changing customer needs and requirements have made it difficult for businesses to enhance customer loyalty. In today’s competitive world, small and large businesses will need to invest in artificial intelligence technologies to enhance the customer experience. AI in customer service enables businesses to engage with their consumers quickly.
You may already know that various online brands have already incorporated AI in customer service. The application of AI in customer service is exciting. While chatbots are not new to the market, the chatbot usage is on the rise these days. The factors such as the domination of the mobile messenger, application fatigue, and dramatic decrease in chatbot maintenance cost denote the significance of chatbot. Besides, AI’s application in the customer service industry is enormous.
Understanding the Current Customer Service Industry
Over recent years, customers had to wait for long hours to get replies to their queries. Waiting for longer hours to get responses significantly impacted long-term customer relationships. But today’s modern customers have enormous expectations from all brands. Consumers expect to get instant responses to all their queries. When it comes to small queries such as knowing updates on a booking, tracking product details, and so on, customers had to wait for a longer time while connecting with customer care service. Today, customers have no or less patience to wait for a longer time. As such, the application of AI in customer service can benefit a lot. The chatbot is even used to address complex queries these days. An added advantage of using a chatbot is that businesses can stay online throughout the day.
Exploring the Application of AI in Customer Service
#1: Upgraded Accessibility of Big Data
To make data-driven business decisions, data is a must. Traditionally, businesses had to gather and analyze data manually. However, artificial intelligence has simplified this process. Brands can now access customer, market, and competitor insights using AI technology. The best thing is that the data gathered by AI technology is very much accurate. Using comprehensive data and insights, brands can better target their customers and increase customer service.
#2: Resolves Customer Queries
Customers don’t care whether a machine or human is answering their queries. They need accurate and instant response. Various queries do not usually require human interference; machines can quickly solve them. In situations where a bot is unable to address the issue, it can forward them to human agents. In this way, businesses can save tremendous costs on labor and keep their customers satisfied.
#3: Upgraded Customer Relationship Management
The robotic process automation or RPA has entirely changed the way how customer service was managed. The application of AI in customer service enables organizations to customize responses to their customers. The chatbot is fed with the required data. The stored data is used to respond to customer queries.
The artificial intelligence-powered chatbot can aid companies in the customer service industry to:
- Improve connections and interactions with customers
- Offer a ton of responses simultaneously
- Can be integrated into messenger applications seamlessly
- Provides enough time for customer service executives to address complex issues
- Ensures speedy response and less wait time for consumers
- Provides prompt reactions and resolutions
- Supports throughout the day
- Reduces labor costs and enhances customer experience
Key Takeaways The best thing about using AI in customer service is that it never needs rest. Artificial intelligence-powered chatbot functions throughout the day. Therefore, brands can save a large part of their labor costs. In general, AI technology is an awe-inspiring innovation.