How AI is transforming customer service

It hasn’t been less than a year since Open AI introduced ChatGPT and created a magnetic

influence to attract whole world towards it. Organizations have seen it as an opening of a new realm with massive opportunity to improve their customer services.

Businesses have always tried to utilize technology in the customer service area, but it was only a castle in the air taking about customer service automation until the inception of ChatGPT. At the year 2024 went by, we have already seen AI customer service trends followed by multiple organizations. With the exponential growth in AI, we can say that this is just the beginning, and it is about to take a massive leap forward.

Advancement of AI

AI in business is already being used as chatbots, virtual assistant, typing agents, unearthing

customer FAQs, automating call transfers, quality scoring, spotting gaps in knowledge base and many other crucial areas leading to a complete customer service automation.

Advanced AI applications can use weblinks, the knowledge base, CRM and various customer

database to understand customer intent and respond their queries swiftly and accurately. A

report suggests that chatbots can respond to 80% of query successfully a customer can have.

Harnessing the LLM (large language model) as we have witnessed in ChatGPT virtual agent

can be created to generate conversational responses. It can understand customer queries more effectively and provide a fallback response for which it wasn’t even trained for. It can flag the knowledge base gap for such queries and send data to contact center management.

A leading company in AI The Foster Wave has recently developed a cCaas leader which can

monitor the real-time trend in agent’s behavior and sentiment and alert supervisor for any

deviation. By spotting knowledge gap, errors and agent’s sentiment and behavior artificial

intelligence in customer service automation enhances efficiency and improves quality while

reducing the burden from human agents significantly.

Successful implementation of AI in business can boost customer interaction and engagement and provide them a personalized experience with satisfaction Carefully designed AI algorithms can also identify patterns in customer behavior by analyzing large chunk of data to generate personalized solutions, recommendations and interactions to individual customers.

It can create separate database categorized into query types, customer types and demography etc. to enable businesses tailoring responses and crafting personalized marketing messages, product suggestions and responses to individual customers or a set category. As stated in a report by Adobe, 72% of customers express their confidence in response generated by AI and are happy with the enhanced CX.

Benefits of AI

AI in business has only started and it is only speculation about how dramatically it can change customer service segment. Meanwhile organizations are keen to gain maximum utility of AI to shift the dynamic from human to AI customer service. AI can take the responsibility of routine human task to perform it more efficiently and leave only complex issues for us to handle.

AI can support for collecting customer data, categorizing, visualizing or creating them faster and efficiently than humans. It can support agents to find patterns in customer behaviors, queries and their feedback to improve the process.

Advanced AI can evaluate and analyze data in real time with each customer interaction and categorize standard queries from personal query to setup an automated response system. It will reduce the efforts in answering all queries by human agents and ultimately help in cost reduction for business. A developed customer service automation can help immensely during peak times not to leave any query unattended. AI comes as a savior during peak hours which helps to cement customer relationships.

Conclusion

The advent of artificial intelligence is termed as the fourth industrial revolution, but many believe it is more than the invention of the steam engine which was the fundamental pillar of first industrial revolution. It may not only improve the business practices rather it can alter the course of it completely. However, none of us are fully aware of the end game. Till then harnessing the power of AI in business specially in customer service automation is wise and effective.

AI is here to work with humans as team mate not as a competitor at least until now. Unarguably it has explored and unexplored great advantages, but it has certain limitations as well. AI can present wholesome of data in the blink of an eye to support customers’ query but merely data is not helpful all the time. Customer may seek sympathy, emotional intelligence and subjective decisions which requires human agents.

So, AI in business is effective and essential in customer service automation. However, 100% AI

customer service without human interactions is still far-fetched yet with careful implementation AI can improve customer service and customer experience efficiently and effectively.