Today, we’re going to explain AI-powered customer service solutions.
- Why AI works with customer services
- How it improves workflows and productivity
- How to set it up and do use AI correctly
So if you want to boost customer experience, you’ll enjoy this post.
Why does AI-powered customer service work?
There are lots of benefits to using artificial intelligence in customer service.
Customer service requires hard effort. Not all of the businesses have enough resources to hire staff to get the efforts done. That’s why AI in customer experience (CX) comes in handy. It’s economical in the long run, easy to use and obviously helpful.
Integrating AI allows you to personalise and deliver your content to the right audience. This will provide your customer service better targeting.
Automating daily jobs gives you and your employees time to focus on more complex tasks.
Better Customer Experience
Chatbots for artificial intelligence customer service can work round the clock without leave.
Customers can have their inquiries with AI bots resolved 24/7. Also, they don’t have to wait hours or days for a response. This can greatly improve reliability and customer satisfaction.
These are just some of the key benefits to using artificial intelligence customer service.
In truth there are many more, such as:
- Cost savings
- Improved conversion rates
- Better customer retention
- Higher quality scores
- Greater precision
But to get ahead of the curb, you’ll need to use AI effectively.
How to effectively use AI in CX?
There’s an opinion that AI customer service is less personalised and effective. It doesn’t have to be the case, if done right. Here are the three hand-on tips on how to effectively use AI in CX.
#1 Start automating user-specific queries
Most people think AI bots answer only basic questions, like: What’s your refund policy?
More user-specific questions are usually considered better answered by human agents.
But that’s not necessarily correct.
Today, AI bot can answer even more specific queries, like: When will my order get here?
AI and bots can actively pull customer data from CRM platforms.
So, when a customer asks for an ETA on their order, the bot taps into the order management system. From there, it pulls the order data and gives the customer a precise answer.
Also, AI customer-facing bots can be programmed to learn from the past interactions. Still, they can’t do it on their own.
You have to program use-cases and commonly-asked questions specific to your business.
#2 Train your chatbots to learn from agents
You need to educate your AI customer support chatbots. The more they learn from your agents, the smarter they get.
Your AI bot needs to study successful agent-customer interactions from your experts. This way, it can respond with greater accuracy.
Also, it’s good to set up a deflection team to monitor your bot’s initial performance. Leaving your bot going solo can be nerve-wracking, even to the most confident of CX teams.
#3 Set up chatbots to assist agents
Customer-facing AI bots are extremely important.
Still, you need to think about setting up agent-facing bots, too.
They deal with ticket classification and routing, and relevant article suggestions for next steps.
Agent-facing bots route specialised tickets to the right agents.
This way, there will be no time delays. Also, Artificial Intelligence in call-centres helps avoid internal customer call transfers.
Looking for AI and helpdesk support?
Customer service is going through a period of change for the better all thanks to AI.
That’s why more and more companies choose to implement AI helpdesks.
Many businesses saw significant improvements after they’ve included AI service desks.
Do you feel like your organisation could benefit from AI and helpdesk support?
Or, you can just follow our blog to stay ahead of competitors.