What are the uses of AI for customer service?

Have you ever had to wait on hold for what felt like forever?

Marko is waiting on the phone for a customer service rep, subjected to 1980s pop music and growing frustrated as each minute ticks by. But what if there was a faster way to get his answers? Enter AI!

AI can revolutionize customer service and make things like Marko's experience a thing of the past.

Artifical intelligence (AI) for customer service is "the use of intelligent technology to create support experiences that are fast, efficient, and personalized."

Image created in Bing by Marko Scantlebury

The video below explains how AI can revolutionize customer service:

Interesting? Isn't it?

Image created in Bing by Marko Scantlebury

AI enhances customer service and offers significant business advantages:

1. Cost savings: AI lowers customer support expenses by automating repetitive tasks, freeing teams to focus on more important tasks.

2. Increased satisfaction: AI chatbots provide round-the-clock assistance, reducing wait times and increasing client satisfaction.

3. Better productivity: AI handles monotonous jobs, speeding up issue resolution by giving live agents insights and instant support.

4. Enhanced operations: AI finds tasks that can be automated and optimizes processes to increase productivity.

5. Personalization: AI provides agents with consumer insights that offer customized solutions.

6. Scalability: The need for teamwork reduces because AI can handle large volumes of support requests through various channels.

AI for customer service is revolutionizing how businesses automate routine tasks, making processes faster, smarter, and more efficient. But what exactly are these tools and techniques?

AI-Powered Chatbots

AI-powered chatbots can instantly:

• handle simple inquiries like FAQs

• track orders or schedule appointments

• improve response times and overall customer satisfaction

Example: AI Order Tracking GPT Agentcan immediately assist customers with tracking their orders.

Natural Language Processing (NLP)

NLP enables AI to:

• understand and naturally respond to human language

• powers virtual assistants to engage with customers in real time

• help solve complex queries with a human-like touch

Example: Capacity can answer customer questions about product details and availability or troubleshoot technical issues using conversational language.

Sentiment Analysis

AIuses sentiment analysis to:

• assess the tone of customer messages

• understand the emotions behind their words

• prioritize issues and tailor responses based on the customers' mood

Example: Brandwatchcan detect frustration in a customer's email and flag it for immediate attention by a support team member, ensuring the issue is resolved quickly.

Automated Ticketing Systems

AI streamlines customer service operations by:

• automating the ticketing process

• speeding up resolution times

• reducing the workload on service teams

Example: When a customer submits a support request, Zendesk can automatically assign it to the right team based on the nature of the issue.

Personalised Customer Support

AI enhances customer interactions by:

• using data to deliver personalized support

• analyzing customer behavior and preferences

• providing tailored recommendations and responses

  Example: Helpshiftcan recommend products or services to customers based on their purchase and browsing history, creating a personalized shopping experience.

Sarah ordered a new laptop online, but it hasn’t arrived on time. Frustrated, she visits the company's website and interacts with their AI-powered chatbot for help. The chatbot quickly pulls up her order information, identifies a shipping delay, and provides Sarah with an updated delivery date — all within seconds!

How did the AI chatbot assist Sarah?

A. It predicted when her laptop would be delivered.

B. It manually looked up her order information.

C. It quickly retrieved her order details and identified the issue.

AI for customer service can automate routine tasks, improve response times, and deliver personalized experiences, helping businesses scale their support operations efficiently.

Explore moreAI tools in customer service: