5 Ways Artificial Intelligence Is Impacting Customer Service


Ever since Artificial Intelligence (AI) has come into the business scenario, it has become a talk of the town because of the unique utilities and benefits it has brought to our day-to-day work. It has now started suggesting humans about what to do and what not and also influencing the decision-making of humans.

It is highly likely that in the coming future, AI is going to grow and become more intelligent with the help of technological advancements and other data analytics. Data analytics is the key to artificial intelligence, and the insights coming from the data are only going to make AI more equipped in terms of decision-making and to have the power to replace humans. But that time is yet to come.

If we talk about the presence of Artificial Intelligence in the customer service industry, it has given some unprecedented results that make AI even more reliable in terms of addressing customers issues faster with precision and accuracy.

Remember? Last time you were on the live chat of a company’s website to know about the product or service, it is highly possible that it was a sophisticated software application with a human name and a human touch making conversations. That is one of the contributions of AI to customer service. Let’s look into it with further details.

1. More Accurate Results

In the customer service environment, Artificial Intelligence paves a way towards providing amazing results with some powerful insights. For example, if we talk about the retail sector that serves thousands of customers daily, the role of AI has become highly impactful and result-oriented.

In this context, the dynamic pricing structure is one of the models that has been accepted widely by the e-commerce industry. Such dynamic pricing is based on the idea of Artificial Intelligence. Dynamic pricing model takes care of the demand and supply figures and adjusts the price accordingly. Amazon is a good example here that changes its product prices in a matter of minutes by dynamic pricing.

In a way, dynamic pricing is a result of considering a perspective of business intelligence, and it calls for sifting through the data and show the price by using an algorithm, automatically. Such a pricing structure is leeway for the customers to take decisions on their own without speaking with the agent about the pricing. And with the help of Artificial Intelligence, it is only improving with the higher number of customers going for it.

2. Better Service Environment

It is for sure that it will take a long time for AI to replace humans completely. A better part of decision-making is still in the hands of humans. However, the speed in finding the relevant results out of a bulk of data is going to be shifted to Artificial Intelligence backed up by an algorithm.

In this context, the role of AI as assisting service professionals or agents is producing amazing results. For instance, in the hospitality industry, hotels want to keep customer experience palatable and personalized at every stake.

And to keep this idea intact, one of the leading hotel brands has developed a customisable AI analytics system to deliver promising results. It can check the reviews given by thousands of guests and deliver the results for helping the hotels to strategise and plan better service for its customers.

3. Improved Call Centers

‘Chatbots’ are the biggest example of AI in the customer service environment and they have disrupted the customer service process. Gone are the days when customers had to wait for an agent to get free for a simple response even on the live chat. It has become highly essential for companies to have a chatbot who frequently deal with customer queries.

A waiting customer is an unhappy customer, and the AI-powered chatbots evade every possibility of making any individual customer wait to find a response. Chatbots are basically software programs that engage with customers with purposeful conversations and resolving their issues by sifting through the existing database.

Chatbots help in improving customer experience, automating online purchase, maintaining better communication with the customers, and in improving the response rates in a limited time. We can say, chatbots have improved the scope of self-service as well by making the process user-friendly and efficient.

4. Highly Optimized Data

Every digital interaction with the customer leads to some data, and the role of AI has become essential to get insights from this data and have some decision-making information handy with it. Once the mining process of this data is over, these insights can be used by the chatbots and also help in making intelligent responses.

The customer inclination and behaviour changes with time, and so does the data related to it. So, this data should be optimized from time to churn out some relevant information out of it. Artificial Intelligence has turned out to be a unique way to optimize the data for powerful insights. AI helps in creating some exceptional customer experience because it also helps in recognizing patterns in the customer data to provide some meaningful points to take action.

All in all, AI is a data data-driven intelligence, and this intelligence can be enhanced with the help of feeding more meaningful data or devising a better algorithm. If AI is trying to reduce the role of human intervention, the core of artificial intelligence can be improved only by human intervention.

5. Customer Engagement with Personalised Experience

To make the customer journey frictionless and highly personalized, the essential thing is to make your products and services engage with the customers with customer-centric interactions focusing on a better customer satisfaction level.

AI is perpetually helping agents to understand the customers they are talking with. In other terms, by analysing the order history of the customers, preferences made on searches and insights related to product selection, AI is getting more precise with the customer service.

AI is helping with such data analytics to connect with the customers on various touch points by making some interactions that lead them to some solutions that they are looking for. Research has suggested that by 2020, 85% of all the customer interactions will be handled without human intervention. And one can bank on advanced technology like AI to witness this idea coming true in the coming future. 

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