Revolutionizing Customer Service with AI Solutions

You could name tens, if not hundreds, of examples when you contacted customer service for a damaged product or for your delivery timelines. Requests to change monthly plans, issues with invoices, deliveries, etc. are only the tip of the iceberg. Customer service receives tons of such requests daily, and this is independently of the industry it is placed in.

On the other side of the coin, there are businesses competing fiercely to get customers' attention. They seduce not only with their products, but also services. Because, let's agree, you'd come back to the place where you received excellent experience rather than where you had a bad support. As a result, AI-based solutions seem like a relief for both sides. They improve experience, productivity, and the overall interaction between customers and businesses.

Let's see what has already been implemented in the field. How are AI solutions already transforming the customer experience of our days?
Existing Customer Service AI Assistants That Top the Charts
The solutions businesses implement today across industries have multiple functions. The majority of them aim to improve efficiency of customer support, reduce manual tasks, and increase productivity. Even though more and more solutions emerge every year, we can regroup them in these three main categories:

Virtual Assistants and Chatbots
This group of AI implementation is the most widespread. Built on machine learning algorithms, assistants are trained on the historic company's data. This way, they help customer support agents accomplish their daily functions. For example, at https://cosupport.ai/ you'll find a number of AI-driven solutions for your enhanced business performance. There is an option of Cosupport Agent - an AI assistant for customer support agents that optimizes ticket processing time. It creates response suggestions for human agents that are delivered to a CRM such as Zendesk or Freshdesk. You can also opt for Cosupport Customer, which is a solution that provides up to 100% automation of customer's requests processing
Another example is a chatbot created on different platforms (e.g. Microsoft Azure Bot Service https://azure.microsoft.com/en-us/products/ai-services/ai-bot-service). Implemented on the sites or in chat channels of retail stores and other businesses, chatbots answer general questions and solve public inquiries. They thus help agents to focus on more strategic tasks.

Self-Served Platforms
Similar to chatbots, AI-based self-served platforms interact with customers or end users directly. They are usually trained on a company's materials, guiding the users to take actions themselves. They analyze the inputs and, based on the databases in the cloud, they guide how to perform the task. The widespread examples of tasks that can be challenging for users include troubleshooting, downloading a document, resetting passwords, etc.
For instance, the Answer Bot from Zendesk https://www.zendesk.com/blog/introducing-answer-bot/ is integrated across various channels and is trained on the knowledge base of the company. By guiding customers in their general inquiries, it manages simple requests, leaving the most complicated ones to the agents.

Predictive and Sentiment Analytics
Predictive analytics is known to everyone from our online shopping. Think of the algorithms of Amazon or any other online store that recommend you products based on your historical purchases. But predictive algorithms work not only in shopping. Banks use them to prevent fraudulent or unusual activity from your account.

In its turn, sentiment analytics is widely used to analyze customer's feedback, reviews, and attitudes. Based on natural language processing (NLP) algorithms, this feature is integrated in customer service tools. They analyze customer responses to surveys and reviews on social media pages. This way, companies identify the areas for improvement and increase customer satisfaction.

How AI Solutions Improve Customer Service
It's important to understand that the aim of AI assistants, bots, and platforms is not to completely replace customer service. They are built to increase our capabilities and save our precious time on simple, repetitive tasks. When you opt for an AI-solution of any kind for your customer support, you get the following perks:
● Reduced waiting time. Well-trained bots have enough knowledge to answer customer requests immediately. The answer can be sent to a customer even before a new ticket is created. This way, customers receive quicker responses, which in turn improves customer experience.
● Cost efficiency. The AI-solutions require the investments at the beginning. But with time, each interaction with a customer accomplished by a bot becomes cheaper. It may even beat the same interaction accomplished by an agent.
● Round-the-clock customer support. As soon as bots and assistants are trained and integrated into CRM systems, they can provide support 24/7. This becomes beneficial to companies that provide services in different countries and time zones. This way, they ensure continuous support to their customers.
● Customer personalization. Such features as predictive analytics allow creating personalized suggestions tailored to customers' needs. It transforms customer experience into a more targeted one.
● Efficient quality control. With AI, the analysis on customers behavior and interactions can be done continuously. As soon as companies better understand their pain points, they can adjust their customer strategies. By doing so, they can improve their products and services, which proactively eliminates any issues.

Empowering the Future
All the AI solutions in customer service we see today are not only the current trend, penetrating all industries and companies. It is the new reality, moving the shift of customer service towards more customer-centric experience. With the customer in the heart of all operations, businesses implement bots and self-served platforms. They analyze customer behavior and adjust their strategies accordingly.

Leveraging AI in customer service has become a necessity, besides putting the companies in competition. With all the advancements in artificial intelligence, it will be crucial for businesses to continuously evolve with these technologies. This way, enterprises will meet and exceed customer expectations. As a benefit, companies will not only keep pace with their competitors but will also set new standards in customer care.

Deira- Dubai
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This release was published on openPR.