How Artificial Intelligence Creates A Better Customer Service Experience

31 Jan 2017

Let me start with a question, what can you relate Technology with? It can be being instant, accurate, trustworthy, upto the mark and many more. Apart from transforming the way businesses are done, technology, especially mobile technology in churning out new ways and methods to upscale the level of customer satisfaction. One such technique is Artificial Intelligence that will not only automate the process of customer service but also enhance the proportion of customer interaction.

The business benefits are also clear as with AI as the organization can always offer scalable customer service with minimum amount of cost and in a more personalized way. For businesses with limited amount of manpower, Artificial Intelligence can carry out a large collection of tasks in an exciting prospect and converse with the consumers using the Chatbots.

The inclusion of AI in customer service is a win-win situation for both the customers and the company. For customers, they can get their tasks done via platform of their choice, at their convenient time and place. For companies, it would bring the maximum possible customer retention by putting in comparatively less efforts as the customers would get their queries solved at a rapid pace.

Artificial Intelligence provides answers to the customer’s question in a natural language without keeping them waiting and thus gives a huge boost to customer experience. Let us get a detailed look at AI technology making customer service even more comprehensive for the organizations.

The Importance of Customer Service in Businesses

Radical analysis and business reviews reflect that customer service is one of the few areas where companies can differentiate themselves from their contemporary competitors. In addition to this, studies show that companies spend millions every year just to fix their poor customer service process. In a way, companies are shifting towards technology for a solution to develop a well synchronized customer service system which doesn’t complicate things in the long run while also having an end open to add new and better aspects on-the-go.

AI can be instrumental in enhancing the manners in which customer interaction is done and also provide prompt solutions and feedback. This process in turn will increase the positivity about your company and product and also will uplift the social media response. With Chatbots at the fore, customers can type queries through mediums such as simple SMS or even a phone call and get an automated response without the intervention of a human being. AI saves the companies from giving a delayed response to their customers and infuriate them.

Seizing on the Micro-Moments

When the companies start to treat their customers as numbers, they are bound to feel insulted. Therefore, it’s important for them to seize in the micro moments so as to stay ahead with the time and their competitors. By using AI for voice automation, they can increase customer loyalty and thereby increase the profits. Companies that deploy the mobile technology to capitalize on the decision making moments of the customers, are more likely to formulate their plans to perfection and make their mark on their user’s buying process.

As in this hard fought technology world, the margin for error is very less, usage of AI and voice automated system could prove to be a game changer. By amalgamating clean data related to the customers, the companies can prioritize their actions and can also voluntarily share data with their customers. With deliberate and conscious efforts, the companies can educate their users about the functioning of their products in detail and also keep them informed about the latest know-hows. The AI automated voice tools are capable enough to communicate with the customers in a simple, lucid style and also provide them real time validation to their queries.

It leads the organizations to closely evaluate the customer’s journey and look to add a few natural touch points. The bifurcating process of the interaction points i.e. virtual and live can be done so as to leverage them to the optimum.

Enhancing Customer Engagement

In this always connected, mobile-first world, companies need to drive our exceptional customer service experiences in order to stand-out from the rest. For this, they have to use the user data synchronically in order to map out the customer’s journey and deploy Artificial intelligence to drive better engagement.

For this, the companies need to proactive in-terms of their customer database management. AI and Chatbots can make sure that the meeting points of customers and organization are kept in check while mastering the pain-points to engage and deepen customer relationships.

By giving impromptu reply with AI, the companies can increase the level of personalization for the customers thus restoring their ROI. Moreover, advanced systems can be made so that the customers can contact directly with the mediums of their choice. Enhancing knowledge management and tracking customer queries can be done with much ease  and will help the company to develop more customer centric products in the future.

Also, the inclusion of human element in AI will create a technology that has a tinge of emotional intelligence so that it would be able to show empathy when the customer is angry or not in good mood. Moreover, AI enabled customer service tools can adapt and understand to different tone of language and treat the customer according to it.

Closing In:

The more we try to map the customer characteristics or their behavior habits; there will be some exceptions every time. With the inclusion of Artificial Intelligence, you can really respond to your customers in a meaningful and comprehensive manner and cordially concentrate on the things they want. The 24×7 connectivity by AI enabled customer service tools will be instrumental in gauging and rectifying the customer queries without any fuss or delay.

Pratik Gothaliya

Pratik Gothaliya is the Founder and CTO of Quest Infosense, A web & Mobile app development company. Pratik has accomplished over 9 years of experience in the software industry. Being an integral part of the company he assures uncluttered functionality for service or products development to clients. he promptly stands with unparalleled accomplishment for his clients and people.


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