In this article, we discussed the meaning of ai in customer service and support, the ways to use AI in customer service and the benefits.
Definition
AI in customer service refers to the use of artificial intelligence systems to enhance the customer experience and aid the agent workflow.
Using service enables support teams to work more efficiently (and therefore be more productive) and provide better customer support.
Using AI in customer service
Here are ways to use AI in customer service.
Triaging tickets
Triaging refers to categorizing, tagging, prioritizing, and routing support tickets to the appropriate customer service agent or team.
The triaging process is a critical part of a well-oiled support operation, as it helps ensure everything is flowing in the right direction at the right time.
Agent assist
Agent assist refers to surfacing relevant knowledge to support agents. By presenting related information, agents can solve issues faster.
Gone are the days of sifting through failed searches of internal wikis, furiously switching between screens, and copying and pasting information from place to another. AI saves agents time by bringing this information directly into the ticket.
Directly responding to customer requests
AI-based Answer Generator tools can help support agents promptly respond to customer’s requests or queries. All they need is to pass the topic or queries of customers through such a tool, they will analyze and predict human-like answers.
Benefits of using AI in customer service
Lower cost
Using tools like chatbots saves costs compared to hiring a bigger team. With that being said, the winning strategy for adopting AI is to combine it with a human touch.
AI isn’t replacing humans in . It should be seen as a way to help customer support agents do their jobs better and be more productive.
Faster support
Pretty much every support team has resolution time as a key metric they track, and improving this often has a direct correlation to improved customer satisfaction.
AI can help support teams resolve customer inquiries much faster. Whether through AI directly handling a customer issue, or an agent being assisted and will start to see faster resolution times.
Multilingual support
Similar to enabling teams to offer 24/7 support, AI can help teams provide support in multiple languages. For global companies, this is one of the most important and difficult parts of building a world-class support team.
Proactive support
AI machine learning tools can analyze user patterns and initiate a proactive experience, effectively helping before they even ask for help.
This works by analyzing and identifying patterns, and training the AI software to predict a customer’s behavior. They can send a suggestion based on what it knows about the issue.
Conclusion
Experience is a must-have in today’s business world. Customers are seeking help from various parts of the world at all times of day, and their expectations are higher than ever.
Pairing AI with a team of skilled customer support agents is a critical part of building a world-class support team. Leveraging AI and machine learning tools makes support teams that much stronger, more efficient, and ready to tackle any problem that comes their way.