How AI Can Open Doors To Real Time Self-Service For Online Customer Service
Automation of services has picked up its fastest pace by now, giving users the much-needed facility to fulfill their regular tasks. With advanced systems powered by automated solutions, users can now book a restaurant reservation, order a pizza, book a movie ticket, hotel room and even make a clinic appointment. Customer service industry is gaining much momentum especially due to disruption of Artificial Intelligence – a technological breakthrough that has taken almost every business industry by storm.
By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your businessincluding online customer experience, loyalty, brand reputation, preventive assistance and even generation of revenue streams. Digital market moguls project that by 2020 more than 85% of all customer support communications will be conducted without engaging any customer service representatives.
This blog delves into the subject a little more to convey how AI-powered customer service can possibly help customer support agents online.
AI For Customer Service: What Is Real?
According to a recent Zendesk study, as much as 42% of B2C customers showed more interest in purchasing after experiencing good customer service. The same study also goes to claim that 52% of them stopped purchasing due to a single disappointing customer support interaction.
There is no argument that forward thinkers consider AI technology as a solution that will open the doors for real-time self-service for customer service platforms. Also, it is true that the technology has power enough to change the way customer service solutions are designed. However, there is a massive hype floating around about how AI assisted responses will completely replace the need for human agents.
Though most of the excitement about AI is due to its two major capabilities:
a)Machine Learning and
b)Natural Language Processing (NLP)
Machine learning is attributed to a powerful computing system that churns a large amount of data to learn from it. Facebook messenger, request suggestions and spam folders are everyday examples of AI machine learning process.
Natural language processing supports your daily interactions with AI software using its ability to process and interpret spoken/written messages. Siri, Cortana, Alexa are best examples of evolved NLP.
Artificial Intelligence mainly revolves around these two innovative capabilities to power the job of customer support agents. Its cognitive computing power enables businesses to offer efficient services to customers.
A recent Gartner report suggests that 55% of established companies either have started making investments in the potential of artificial intelligence or are planning to do so by 2020.
Let’s see how much AI can really do for today’s customer service representative working in a call center and for businesses they work for.
AI As A Brand Messenger
In last five years, we have seen social media flooded with people devouring messaging apps. They are generously relying on messaging apps not just to communicate with their closed ones, but also to engage with brands they are curious about or familiar with.
This is why AI-powered, customized, real-time messaging bot servicescould provide an incredible opportunity for businesses to connect with new and existing customers and foster a unique revenue stream.
Facebook Messenger leverages powerful chatbots integrated with cognitive capabilities based on this idea. Other leading industries that are now seen galloping towards this space include fashion, tourism, food chains, airline, ecommerce, hotels, etc. Consumers are thrilled to welcome new AI technology for services they avail, and they are happy to interact with their favorite brands to book flights, hotel accommodation, travel trip, or get fashion tips. The world is watching eagerly for next industries to adopt the trend.
AI For Well-Informed Actions
AI is swiftly disrupting the customer service space with its massive power to multi-task and quick- respond to automated queries. By limiting research time and offering considerable action plans, AI-assisted automation of customer service platforms can generate responses with accuracy and speed that humans can’t deliver.