AI in Customer Support: Empower Agents, Delight Customers
The use of Artificial Intelligence in Customer Support can help companies in myriad ways. It can help agents in responding to customer queries quickly and with confidence. Augmenting your customer services with AI can help you in automating various activities, drive innovation and derive higher RoI from investments.
This is the age of customer experience and delight. Keeping existing customers happy is much more rewarding than acquiring new customers. Companies that are looking to keep their customers happy have to rethink the processes of customer engagement leveraging AI. Artificial Intelligence has a lot of potential in customer support and we’re already witnessing some of its applications in the form of virtual assistants, automated transcript systems, and voice process systems.
Applications of AI in customer support
Online virtual customer assistants (Chatbots)
Organizations always consider customer service center as an optional model, so they opt for traditional low-cost models. which provides unsatisfactory results for both customers and companies. As service executives get tired and irritated by answering the same questions in a repetitive mode.
With AI chatbots, apps are designed to simulate real conversations with human users. A business entity can reduce the future cost with a one-time investment. This pre-described and customized AI design increases customer interaction time by solving problems like long waiting hours, manual phone procedure transcripts. When implemented well, the chatbots can resolve 80% of customer problems during the customer process. Here are a few examples of customized chatbots that are helping different industries:
care.AI– A bot that assists in banking-related services, the bot provides access to customers through normal messaging apps (Facebook, WhatsApp, wechat, etc.). It helps users in various banking activities like providing daily updates on transactions, account balance and service requests, amongst others.
Twyla – It is an intelligent conversation chatbot, that process both structured and unstructured data. It is mainly used in company CRMs & EPRs departments, which reduced the burden of attending 90% of phone calls.
Morph.AI– This advanced AI chatbot operates through various messengers, Andriod systems, and iOS devices which helps the management in operating 70% of CRMs activities annually. This system can answer customer queries through online conversations, plus it can self-learn based on outcomes. Currently, the business is running working prototypes to merge this chatbot with online marketing tools like Hubspot, Salesforce, and Zendeck.
Data Harnessing (AI has better crunching power than humans)
Nowadays every business is collecting data from various sources like social media, forums, etc. AI can be a helping hand in organizing, processing, and analyzing these data sets to derive accurate customer insights that are helpful for a business.
Often it is noticed that service executives take a lot of time in answering to a customer query which leads to customer dissatisfaction. AI can reduce the time spent by customer support executives by providing an optimized solution. With prenoted data from recognized trends in customer insights, the AI can provide solutions in less time as compared to the time taken by humans. It increases the phase of interaction and helps in understanding and solving customer problems.
Predictive analytics helps in understanding why a customer is churning out before a sale. These insights help a business to significantly increase customer loyalty. AI-powered algorithms can identify the customers at risk of churn and proactively provide personalized retention offers. With these predictions, the company can offer more personalized service/offer to the customers and retain them.
One of the toughest jobs in addressing customer queries is understanding the seriousness of the problem. Every day with a large number of customer complaints analyzing and addressing every problem and taking the next steps for solving is always a complicated process. As data is stored in different formats it becomes difficult to predict customer sentiments. The AI technology, in this case, using sentiment analysis can help agents in determining when to escalate issues and assign the task to the right person to handle. With sentiment analysis, tickets are automatically categorized as excited, frustrated, or other classifications, which helps agents in understanding how they should prioritize their work.
To enhance the consumer experience, companies spend billions every year. With the implementation of AI technologies, a company can create superior customer service and retain them for a longer time.
Do you want to leverage AI for your customer support? Qualetics, our data science platform, can help you build Ai-driven solutions for your business. To know more about Qualetics, book a demo here.