#13-Digital Ecosystem Playbook-ARTIFICIAL INTELLIGENCE IN CUSTOMER SERVICE EXPERIENCE

Artificial intelligence as a concept is growing quickly. It has become very powerful and popular too. Several industries and sectors are using AI, but its effects on customer services has been encouragingly phenomenal. Businesses in all fields use artificial intelligence to augment human customer services.

1. LIVE CHATS: All industries need a medium for feedback and providing services to the customers. Manually done by agents in the past decades, live chats are now AI driven and have proven to be better than any of the agent-driven chats. This has been a huge change in this sector.
2. PERSONALIZES CUSTOMER EXPERIENCE: Almost every customer wants their problem to be dealt with in a way that precisely suits them. Insights of the customer’s request along with machine learning provides just what the customer wants. This is also helped by the previous call records and requests that the customer has made to the business
3. BIG DATA IS NOW MORE ACCESSIBLE: AI has brought one big change in most businesses and that is transparency, due to which customers can access data which instils value and trust in the company.
4. RELIABLE SERVICE IS GUARANTEED 24*7: Unlike people, machines don’t take sick leaves or breaks. Reliable service is delivered to customers whenever and wherever they ask for it. This has been helpful in building a bond of loyalty between the companies and their customers.
5.  SELF SERVICE OPTIONS: Today’s generation is more independent and smart than any of their ancestors. They are more self-reliant and want services to be given on their specific terms, thus increasing the demand for self-service options. AI has provided them with just what they required, building different apps for the purpose.
6. TRAIN YOUR BOT JUST ONCE: The need to constantly update your software and technology ceases with AI. You only need to train your bot once after which it will keep on learning new things and updating itself, all on its own.
7. AI ALONG WITH SPEECH ANALYTICS IMPROVES AGENT PERFORMANCE: AI not only reduces manual effort, but also teaches agents how to interact better with the customers. With the help of speech analytics, a customer’s mood, state of urgency, needs and other such things can be understood and AI provides the best possible solution for the situation.
8. MONITORS CALLS: AI also helps in monitoring calls for quality control and sees to it that the customer’s requests and problems are well dealt with.
9. PRE-EMPTIVE ACTION: The response rate of AI is much quicker than any human response and thus deals with the need for speed.
10. INNOVATION WITH COST SAVINGS: AI is not just innovative with development and technology but also cost effective as it reduces the requirement of manual labour.

KEY QUESTIONS

• Is AI customer service secure and immune to hacking?
• How can a standard service be set up for all customers if the procedure is personalized for each customer?
• Is it possible that AI chatbots can completely eradicate the requirement of live agent calls?