Improve customer retention An AI-powered customer service chatbot can help retain your customers by responding to their queries right away or helping them find what they need. These chatbots can make the customer journey much easier. Nowadays, companies often strive to provide an outstanding customer experience. For many, the solution lies in artificial intelligence and the ability of AI to run chatbots.
Focusing on AI as a way to improve the customer experience can help brands not only keep their promises, but also differentiate themselves from the competition. From data collection to voice recognition and response times to messages, AI can improve the customer experience in almost every way if applied correctly. Here, 15 members of the Forbes Business Council share their expert view on how organizations can leverage AI to improve their customer service. Agents can be more effective in customer interactions with the help of AI.
A technology company created a recommendation system that used the history of tickets and corrections, interactions, etc. With this solution, which had a data lake for different types of data, several NLP channels and a business graph, NPS ratings improved and resolution time was reduced. It also facilitates proactive support, allowing companies to quickly identify customer problems before customers know they have them. Bots powered by AI or other systems used for customer service are capable of managing several tasks at once.
While chatbots are a popular approach to AI in customer service, modern AI solutions offer much more. The 1990s saw the first real revolution in customer service, and customers were inspired to talk to brands and companies in completely new ways. The idea that AI and chatbots transform the customer experience (CX) has been around for some time, but recent advances in machine learning offer companies the opportunity to gather new data and ideas about their customers and, therefore, improve the customer experience. As artificial intelligence becomes more advanced, customer service bots learn exceptionally quickly.
Rather, it supports process automation, which can handle many conventional customer service and support issues, allowing humans to tackle more extensive tasks. Automated customer service processes can help you identify potential customers who could convert into customers. AI is capable of analyzing huge data sets, extracting information such as climate and location, and suggesting relevant content to customers. AI can also work hand in hand with human support agents, replacing them in solving basic tasks and allowing them to focus on more complex cases.
The expansion of data collection and customer touchpoints allows companies to learn more about the customer experience than ever before. For example, research by Intercom revealed that chatbots increased sales by 67 percent, accelerated customer service response three times, and improved customer service satisfaction by 24 percent. It's worth going beyond buzzwords to understand how the incorporation of artificial intelligence can contribute to improving customer experiences. AI-based customer care allows you to develop deeper insights and create a better user experience.
AI can offer ways to improve the customer experience by understanding the level of customer frustration, the need to scale it up, and resolving problems faster. AI simplifies the collection of data and unifies it to create a single view of the customer, based on customer behavior patterns.
