Is AI the solution to a seamless customer experience?

Digital transformation is better articulated as the merging of digital technology into all company lines, intrinsically altering the way an organization addresses its most complicated company problems and providing value to its clients. The goal of digital transformation is to use digital technology not only to replicate / digitalize an existing service or process, but also to transform the whole process or service in a way that adds value to both the organization and society.

One area in which digital transformation and artificial intelligence has been making leaps and bounds is customer service. Since customer expectations are higher than ever, businesses are increasingly looking for advanced technological capabilities to bridge the customer expectation gap. Eighty-two percent of customers have left a company because of a bad customer service experience, an area that could be improved vastly by implementing artificial intelligence, and not extra manual labour.

What and how does artificial intelligence work?

Artificial Intelligence (AI) is machine simulation of human intelligence, including teaching, making decisions, and self-correction. You may also hear the word enhanced intelligence, another term for artificial intelligence that some prefer to use as the latter often incites unrealistic concerns associated with popular culture.

 This has brought individuals from a company perspective to discuss AI and its significance. Many managers and representatives at the business have issues like:

How REAL for me is AI?

Can I better predict with AI?

Can my activities in the warehouse be more effective?

How is it going to assist my marketing team make more deals than ever?

Can AI-driven chatbots decrease the price of my customer service?

And as far as the IT teams are concerned, they wonder about:

How are we going to begin? 

Do I have AI competencies? 

How will my current IT / application infrastructure be used?

 What are the correct set of AI tools? 

How much is it possible to achieve automation and intelligence, and what is the ROI? 

Do I need information or information set to be efficient for AI?

The strategy of implementing AI is not to see it as a technical alternative but, see it as how to solve a company issues with this. This will provide a bit deeper level of knowledge in Artificial Intelligence is needed for executives and leaders to be ready to take such choices. Although the first response is that AI helps to reduce manual effort (read Cost), it may not be the case always.

One of the main goals of implementing AI solution is to demonstrate the future of your company. Take an instance of governments building new highways and roads. While the general goal is to decrease traffic, they make it future proof by making sure that there will be at least the same amount of traffic condition after 5 years. This alone is an enormous accomplishment.

To share an illustration of AI driven Chat BOTs, the current customer services team may or may not be reduced. However, it can guarantee that more clients can be managed by the same set of client service officials:

·        Handle day-2-day queries that require a human response (what is the status of my order?).

·        Reduce the friction due to language, accent and other environmental variables that may be present.

·        Understand the user behavior pattern and take the necessary action.

·        Seamless hand-over to the human agent as and when necessary.

How can Customer Service use AI?

By incorporating AI-powered instruments to your client service system, you can enhance client experience, loyalty, and brand reputation, all of which have many broader company consequences such as reduced client churn, greater sales, reduced personnel turnover, enhanced development, etc.

By 2020, it is anticipated that customers, governments and companies around the world will invest more than $6 trillion in digital transformation alternatives. To reap up the benefits of real-time surveillance of machines and devices, organizations can understand the advantages of conversion across procedures, thus optimizing the maintenance process.

Wrapping Up

AI-powered customer service is pushing the envelope of innovation and revolutionizing the way customers are aided. AI delivers high-quality customer experience, personalized support, speed & efficiency, and cost-saving. Of all business segments, customer service is the one where Artificial Intelligence is hugely embraced and companies are confident about how chatbots can efficiently handle first-level queries and significantly minimize operational cost. 

There are huge benefits that come with implementing AI within your customer service teams, including increased revenues and customer experiences that are second to none. Without it, businesses will become stagnant, they won’t be able to advance and compete with AI-led companies, whose customer service teams are delivering personalized customer experiences, as well as valuable insights.

It's time to give seamless customer experiences!