Artificial intelligence (AI) technology for customer service is evolving and continues to grow each year. Customer experience is the top important factor for a successful company. A business should put effort into making sure their customers enjoy their experience with a company or service and that they share that positive experience with others.
Customers want their questions resolved in a quick and seamless manner but can be hard for companies to do this especially if they are quickly growing. This where AI technology comes into play so it can help support customer support teams and improve relationships. If you do not have AI technology yet for your business, read on to find out how it can benefit your small business.
To Help Answer Questions Fast
Although every customer is essential, the importance and urgency of the issue varies and some need to be responded quickly than others. It can be frustrating for a customer if they do not get the help they need in a quick manner. With AI, chat bots and live chat experiences are helpful additions to get them help quickly. These are usually available 24 hours a day, meaning customers can get answers they need at any time.
Studies show that a majority of people do not care if they are interacting with humans or bots as long as their issue gets resolved in a timely manner.
AI Customer Service Makes Tasks Easy
The basic information you need to resolve a customer problem is their name, account number, address, and more. By using an AI customer service platform, this information will already be collected in the system making the process easy for both parties.
Customer support teams spend a lot of time researching answers which can increase the wait time for a customer waiting for a response. AI can have these answers stored and can be automatically inserted based on the content found in the support ticket.
Companies use AI with predictive insights to improve their work. For example, if a customer needs help with a product, a customer support agent needs to be able to quickly scan the inventory to recommend similar items for the customer and AI can help do that instantly.
With the help of AI, any customer complaints or problematic transactions are automatically flagged. This is helpful for the company because the bot can look at historical data, find incidents that have the same problem, and determine if there is a bigger problem at hand.
Helps Cut Costs
By using AI customer service in your business, it will free up your employees and you can automate your marketing campaigns. The chat bots are smart so you do not have to train your agents or hire new ones. This helps you save money and time on these operations.
Improves Customer Experience Through Data
Using AI gathers customer information quickly and easily. Some metrics that it can gather include how many users there are, number of messages, and retention rate. By analyzing this data, you can have insight on what your customer’s needs and wants are. For example, it can help predict what products your customers are interested in, their behavior and purchase patterns to create a better online experience, and understand how your customers engage with your customer service agents so you can make any changes or improvements.
Gives Your Brand an Interactive Voice
When you use a bot, you can control the language, tone, and voice you want that matches your brand the best. From casual to professional the bots will give a standard greeting or even consistent auto responses. Chat bots can also help assist someone answer questions and direct them to a human representative if necessary.
Disadvantages of AI
Although there are tons of benefits, it does not mean there are not drawbacks. The following are potential downsides of using AI technology.
- Cost and maintenance: not only the system is expensive but also the upkeep of the chat bots and AI services are too.
- Improper escalation: customers who have unique issues may encounter problems when trying to get it fixed with a chat bot and might need a human representative instead.
Doing business with AI technology is one of the best ways to improve a customer’s experience. AI is only growing, and more advancements are made every year improving its ability to navigate and adapt to situations. Although it is expensive, the benefits mentioned here will benefit the entire business and improve people’s lives.