Customer relationship can be considered as a key success factor for most companies. The goal is to create a lasting relationship with customers and improve their satisfaction, which requires regular and personal contact with them. The task of maintaining this relationship can be difficult and time consuming if done manually. That’s why more and more companies are using Artificial Intelligence (AI) to provide better customer service.
Before we examine how AI is being used to improve customer service, let’s first look at what AI is. Artificial intelligence is an umbrella term that describes computer algorithms designed to simulate human cognitive activity, such as decision making and machine learning. It can be said that it gives machines a rudimentary “consciousness”, allowing intelligent behavior without direct human intervention.
What are the benefits of using AI in customer service?
AI is often associated with automation or conversational interaction with customers. These technologies are used by companies to provide 24/7 customer service, which means they can respond instantly to queries and resolve problems quickly. For example, an AI system can be programmed to recognize certain phrases or keywords and provide personalized responses based on those phrases.
In addition, the use of AI can help companies analyze data from customer communication channels to better understand their needs and preferences. Companies can then use this information to tailor their services to their customers and build stronger, more lasting relationships.
What types of AI are companies using to improve customer service?
There are several types of AI that can be used to improve customer service. First, there is natural language processing (NLP), which is a technology that allows computers to understand and respond to human language. Conversational bots also fall into this category. They are designed to converse with customers and provide automated responses based on predefined templates.
Then there is machine learning which is artificial intelligence that learns from available data and can be used to extract useful insights and find improved solutions for businesses. Finally, there is computer vision, which allows computer systems to recognize and analyze images and videos.
The main applications of AI in customer service
Companies are using AI to improve their customer service in a variety of ways. Some companies use conversational bots to answer frequently asked questions and help customers navigate their website. Others are using AI to analyze customer conversations and detect sentiments or trends to improve their customer service. Companies can also use computer vision to analyze images or videos sent by customers to gain additional information about their products or services.
Some examples of AI use in customer service
There are many examples of the use of AI in customer service. For example, Sephora has implemented a chatbot to answer customers’ frequently asked questions and help them find the product they need. Amazon uses conversational bots to help customers find the right product for them, and Apple has implemented a voice assistant that helps customers find the information they need to make a purchase decision.
In addition, AT&T has implemented a voice recognition system that recognizes your name when you call and can provide additional information about your account before the customer service representative speaks to you. UBER uses sentiment analysis to monitor driver and passenger conversations and respond to complaints and other issues. Finally, Walmart uses computer vision to analyze images and videos sent in by customers to test products, especially large items that need to be assembled by them.
Examples of the limitations of using AI for customer service
While AI can be very useful for improving customer service, it also has some limitations. For example, AI systems are primarily designed to solve specific problems, which can result in a limited customer experience. In addition, AI systems can sometimes be too rigid and not respond properly to complex customer requests. Finally, AI systems can be expensive to implement and require skilled experts to configure and implement them properly.
While AI can be very useful for improving customer service, it also has some limitations and requires a significant investment. However, overall, the use of AI can be extremely beneficial for companies looking to provide faster, more efficient, and more personalized customer service.