Artificial intelligence (AI) can be a powerful tool for improving customer service. AI chatbots can be used to answer common questions and direct users to online resources for help, allowing customer service teams to focus on the highest-priority customer needs. AI-augmented messaging and AI-enabled email tagging are two of the most effective ways in which AI can be used to improve customer service. A technology company implemented a recommendation system using the history of tickets and corrections, interactions, etc.
This system, which had a data lake for different types of data, multiple NLP channels and a business graph, resulted in improved NPS ratings and reduced resolution time. AI and machine learning can analyze data quickly, allowing organizations to make unique decisions based on the needs and services of their organization. AI is capable of analyzing large data sets, extracting information such as climate and location, and suggesting relevant content to customers. By analyzing customer service calls, chats, and emails in real time, they can understand the conversation between the customer service representative and the customer. AI can be used to clearly identify customer needs and show the right information to agents, thus offering the best customer service.
At level five, the most advanced companies at the end of the maturity scale offer proactive service-based interaction, allowing them to manage more than 95 percent of their service interactions through AI and digital channels. Improved measurement practices allow real-time monitoring of performance compared to customer aspirations, objectives and service level agreements while new governance models and processes address problems such as the accumulation of pending service requests. Therefore, a redesigned and AI-backed customer service model encompasses all touchpoints - not only digital self-service channels but also options supported by agents in branch offices or social media platforms - where AI can help employees in real time deliver high-quality results. AI is transforming e-commerce customer service through chatbots, personalized recommendations, voice assistants, fraud detection and image recognition.
