Artificial Intelligence: Transforming Customer Service

One area of critical importance for any business is Customer Relationship Management (CRM). Artificial Intelligence (AI), that includes Machine Learning and Natural Language Processing is an important tool for business leaders to improve the efficiency of CRM. AI-powered customer service provides 24/7 support for customers of companies.

Artificial Intelligence Customer Service Automation is employed to enhance human efforts and to eliminate certain employees. This improves customer satisfaction and reduces customer service costs. According to the Bureau of Labor Statistics, there are almost 3 million employees in customer service in America. They make on average $35170 annually.

In this piece, we'll explore the benefits that AI can bring to customer service, as well as some of the applications, and examine the future of AI in this sector.

Benefits and Real-World Application Examples of AI in Customer Service

Thanks to AI solutions, it's no longer essential that human customer service representatives be removed. They can collaborate to make the most of both. Humans can focus on objectives they are best at and Machine Learning improves the operations. Here are a few instances of how AI already adds value to businesses.

LivePerson is among the companies who introduced messaging augmented by AI to the market. They have formed a partnership with IBM Watson and gained approximately 200 million dollars last year. LivePerson provides chatbots to assist agents. Chatbots can be confusing for some customers. However, bots when utilized in conjunction with humans can make life more simple. Although generalized chatbots are not effective, this company believes that bots can be improved by having specific routing tasks.

Artificial Intelligence for customer phone calls

There are two main reasons why it's way harder for AI to do well in the context of a voice chat. The first is accents, various sounds, poor pronunciation, and unidentified speech patterns. The other reason is that customers generally call with complicated and complicated issues. Text chat cannot aid them in finding the answer.

Artificial Intelligence to manage emails

If someone reads each email in the company's mailbox this can take quite a long time. If you add the fact that the worker has to figure out what the customer wants and how he can help in this case - it can take even longer. Companies have already adopted AI to cut down time in this area. DigitalGenius provides this kind of solution as the primary journeys customer service product in their arsenal. Technology scans emails , and tags them to ensure they are delivered to the correct recipient.

The Future

Artificial Intelligence is rapidly becoming a vital part of modern CRM. According to Gartner by the year 2020, nearly 80percent of customer service interactions can be handled by AI without needing involvement by people. It is certain that AI will be a part of the future.

Conclusion

Artificial intelligence can assist your company become a more focused on its customers. It can make customer interactions and experience more efficient, easy, and personal. Your business can rise to a new level by integrating AI technologies like chatbots or other AI-enabled communication into your CRM.