Artificial intelligence will revolutionize the way customers experience service and how companies deliver this service. Customer satisfaction and improvement of the overall experience are the ultimate goals for long-term success. Bloomberg estimated around 300 million dollars were invested in AI technologies promoting customer satisfaction last year.
There are many areas of the overall customer experience which are impacted by AI-powered solutions. This will raise the stakes for providing the best and most efficient customer service amongst vendors. What is one of the main benefits of implementing various AI technologies into a customer service setting? Definitely more precise predictions into customer reactions and lower handling times. Data collection, FAQs and machine learned processes from previous customer contacts will enable the tools to improve customer service and provide details into the customer needs, prior to the first contact with the service center.
The customer service experience of the technology-infused future will cover multiple areas of the customer experience.
Quick response time
First level requests and support will benefit from chatbots automatically answering a large number of recurring FAQs and also serve as a much faster pre-qualification device in order to transfer customers to the right service agent. Automated chatbot supported workflows will enable agents to respond quicker and on a more qualified and customized level. Incoming calls can be streamlined by AI-assisted technologies, qualifying the kind of request, identifying features of the caller’s voice and routing them accordingly. Deep learning and AI-powered technologies can analyze messages or meta data of incoming requests prior to the agent handling them, and already suggest the proper answer or solution.
Interactive response systems will be able to answer customer questions based on an immense amount of data collected. Algorithms from the collected data will be able to predict the desired outcome even faster and based on more details, to improve satisfaction for the consumer. Questions will be answered within a shorter timeframe and more accurately as the tool, for example a bot, will calculate the perfect response based on an algorithm within a fraction of time. This can then provide a guideline for agents once the request enters a more detailed stage.
Loyalty programs will respond faster and more customized to better cater to the individual need. Offers and responses are based on much more detailed data that is now stored, allowing the tool to make suggestions based on human-like traits. Customer expectations will increase with time as customer loyalty has become a consumer battleground. Knowledge about the individual customer interests will open the door to connecting with consumers on a deeper level, and thus building more loyal relationships.
Procedures that include a personal interaction, a human touch and relationship building will benefit from the data collection and algorithms offered by AI-supported technologies. This personalized engagement is expected to gain importance, especially in B2B settings. Offering customized solutions will remain a highly human-managed task. AI technologies that support the workflow will allow for even more quality time an agent can spend with the customer.
As a natural outcome of measuring the customer engagement, AI-powered technologies will allow to better predict (and adapt) the customer journey by collecting, storing and analyzing each step within the engagement. This will enable agents to engage proactively in customer interactions, service delivery times and insights.
Expand your knowledge base and future opportunities
While there are different models to support, grow and improve customer service, the AI-powered bot and the AI-assisted human agent, both have their separate responsibilities and benefits, depending on the branch of work.
AI-powered bots can take over standard replies, for example for large merchant banks, such as balance inquiries or trading information. AI-assisted human agents are in direct contact with the customer, but use answers provided by the bot, after the agent adapts the answer to better fit the customer’s situation. Travel services are one of the areas where this technology is used.
Powerful insights into the massive data amounts used to provide AI-powered tools to customers will also require the human interaction more than ever. Artificial intelligence is an opportunity to connect with customers on a deeper level (such as evaluating data outside of their interaction with the company) and provide more detailed solutions.
Ultimately, AI-supported technologies that are implemented into running customer service operations will allow companies to make better, faster and more informed decisions that will benefit the customer, with the help of highly specialized professionals that provide the human factor.
The future is here to provide better service – through customer service specialists and technology alike.