Why AI-powered support is the future of customer service

Consumer demands have always been in flux, but the global pandemic streamlined the changes and compelled consumers to rethink their needs and values. To keep up with the growing competition, try to use AI in customer service. It can give your support more personalization and make it frictionless.

So what do customers expect??

According to the Achieving Customer Amazement survey, 52% of customers are willing to spend more in almost every industry if companies provide excellent customer service. And 93% will likely make repeat purchases from those companies.

The bottom line: superior customer service has become a key differentiator and a profit-generating factor in and of itself.

Traditional methods, like live agents answering queries, no longer cut it. Companies need the right technology to meet evolving demands. That’s where AI steps in.

AI in customer service: What does it bring in?

Artificial intelligence is a powerful tool to boost customer engagement, cultivate brand loyalty, and grow retention.?

AI can’t replace humans, but it can arm your support reps with insights and handle repetitive time-consuming tasks.

Once you’ve adopt AI in your customer service, you will get:

• 24/7 availability

Modern consumers demand immediate access to the service, making round-the-clock availability a must to remain competitive. AI-powered support let you provide reliable customer support 24/7.

• Short response times

60% of today’s clientele consider quick solutions one of the most important aspects of a good customer experience. AI minimizes your average response time by finding solutions faster than any human can.

• Better resource management

AI chatbots are intelligent enough to analyze customer details and their previous requests to drive conversations quickly. They learn from interactions and get smarter over time.

• More satisfied, loyal customers

A study by Aberdeen Strategy & Research found that companies using AI in customer support achieve a 3.5 times greater increase in customer satisfaction rates, compared to companies that don’t use AI.

• Reduced Costs

Companies can see their customer service costs reduced by up to 30% in as little as three years after investing in AI.?

Does AI actually work for customer service?

People often associate customer support AI with chatbots. Surely, modern chatbots empowered by AI and natural language processing (NLP) can imitate human conversations. But chatbots aren’t the only AI tool for customer support.?

1 Supercharge email support suggestions

AI can generate a selection of canned text replies that your customer service reps can either send as is or modify according to service needs.

2 Automated ticket creation

A help desk with AI? can automatically create support tickets based on the context and details of conversations between an agent and a customer, or based on customers’ social media posts.

3 Ticket routing?

AI-powered support solutions can triage tickets based on topic and sentiment and route them to the best-suited support rep in real-time. Thus, they handle requests faster and more efficiently.

As you can see, the hype around using AI in customer service is warranted. It has diverse applications in customer service to streamline support interactions and handle repetitive and resource-consuming tasks.