Scaling service and improving the experience are just two of the benefits of using artificial intelligence in customer service . The truth is that AI offers a series of advantages, such as immediate and quality support, 24 hours a day, 7 days a week , through channels that consumers are used to dealing with, such as WhatsApp.
Not to mention the many tech consultant benefits for companies, which increase their Capability to serve countless Users , with lower costs and greater efficiency, without relying on human agents to resolve simpler cases.
By the way, Users’primary goals go beyond price. In fact, 61% of consumers say that good service is more important than price or product excellence. That’s why 72% of companies say that improving customer Acceptance is their top priority right now.
Summary
- The application of artificial intelligence in customer service responds to the new demands of consumers, who seek quick feedback to their needs, without having to wait on the phone or wait for outcomes via email.
- Customer service bots that are programmed with artificial intelligence resources make it viable to: receive information from the customer, process data, make decisions, offer appropriate outcomes and even learn from each collaboration.
- Companies can connect and add bots to Interaction channels, optimize teamwork and create the best experiences for their Users, as well as generate reports to analyze team performance.
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In the article, you will learn
- A path to improving customer experience
- How does artificial intelligence work in customer service?
- 9 contributions of artificial intelligence in service to Users
- Artificial Intelligence Chat: Where to Start?
Improving customer experience
Will using robots to serve my Users improve service? What if they don’t like this type of bond? These are very common questions among entrepreneurs who have not yet adopted AI in service to Users.
Without a doubt, you need to know your company’s customer profile before adopting any new strategy. Nonetheless, it is worth noting that 35% of people prefer an instant outcome from a bot rather than a delayed outcome from an agent.
Additionally, chat is the preferred support channel for millennials (those born between 1981 and 1996), and 86% of B2B executives prefer to use self-service tools rather than chat with a sales rep.
It’s also worth looking at the market and understanding how companies are behaving in relation to this technology. In these cases, 81% of organizational leaders see customer experience and support as growing priorities in the coming year.
Combining this information shows us that avoiding the use of AI in customer service, for fear of offering a bad experience, may be exactly what will harm the bond between the customer and the company .
It is undeniable, even among companies that are wary of using artificial intelligence in service to Users, that Users want answers to their needs immediately. They do not want to wait on the phone for a support professional, much less wait for answers via email.
We live in an era of immediacy and this is even more present in the bond between companies and Users.
How does artificial intelligence work in customer service?
Ok, now that we understand the role of artificial intelligence in customer service, Let’s get started on understanding how it works in practice.
In this regard, it is interesting to consider that AI is a branch of computer science that develops technologies that replicate the human ability to reason and make decisions . All of this is done through software such as customer service bots .
The AI customer service bot can be integrated into Interaction systems such as WhatsApp, Facebook Messenger, website chat apps, and more. From this channel, the AI customer service bot:
- receives customer information;
- reason about them;
- search for the best solution;
- processes data;
- makes decisions;
- offers an answer;
- learns with every collaboration.
All of this also happens with a human support agent. They receive the customer’s support request, think about the best way to resolve the issue, evaluate the possibilities, make a decision about what to pass on to the customer, learn from each contact and move on to other services.
Therefore, it is viable to use a customer service bot with artificial intelligence in customer service, integrating the system with WhatsApp, for example, and offering intelligent service through this channel.
Artificial intelligence is, therefore, a sector that aims to develop machines with cognitive Capability, that is, with the ability to reason, think, make decisions and learn.
All this technology allows machines to perform complex activities, such as customer service .
In short, artificial intelligence in customer service works through customer service bot software (the famous customer service robots) integrated into messaging platforms .Examples of artificial intelligence include bots on WhatsApp and website chat.
These bots have cognitive capabilities , being able to understand your customer, select a good outcome and learn from each collaboration.
For all of this to be viable, a series of technologies are used in the construction of an AI system in customer service, such as:
- simulation of human thought processing;
- machine learning (self-learning systems);
- data mining;
- natural language processing;
- among others.
Artificial intelligence makes it easier to store key customer data, making it viable to personalize their experience.
According to the research 62% of consumers think companies could be doing more , and 59% want companies to use the data they collect to create personalized experiences .
In other words, artificial intelligence is, without a doubt, a safe way to provide Users with a memorable marketing agency service experience, increasing their acceptance and retention levels.
9 contributions of artificial intelligence in customer service
Now that you know how an artificial intelligence chat works, it’s worth learning more about the list of benefits of artificial intelligence in customer service and asking questions about the company’s adoption of the system.
Check out the main advantages!
- Scaling customer service: When you only have human agents, the service Capability is related to the size of the team. To serve more Users, you need to expand the team, making growth more expensive and restricted.
- Better support on the channels where the customer is: examples of artificial intelligence include bots for WhatsApp, Facebook Messenger or even SMS. This way, you allow the customer to resolve a demand without having to go to another channel, such as email or the company website.
- Immediate 24-hour service: no one likes to wait. And your Users, even less so. Many demands arise outside of business hours and the customer service bot with artificial intelligence can meet these needs quickly.
- A bot can serve multiple Users at the same time: the volume of service provided by the bot can be significantly increased, while a human attendant needs to dedicate himself to one customer at a time.
- Quality omnichannel service with low investment : be present on all channels your Users are on and offer the same experience with AI in customer service.
- No more waiting time for service: Users no longer need to wait on the phone to be served, nor in the website chat queue.
- Support team productivity: the team can focus on more strategic activities or more delicate support.
- Data integration: to have a better view of customer demands and needs, aiming to create strategic solutions.
- Improved customer experience: The benefits listed above bring us here! Better experience, greater loyalty, more business and greater profit.
Artificial Intelligence Chat: Where to Start?
It is common for many people to still be scared by the term artificial intelligence, and there are still entrepreneurs who believe that this type of technology is far from the day-to-day of their companies. Nonetheless, the truth is that hiring a customer service bot service with artificial intelligence is already very simple and accessible.
