AI technologies can enhance business productivity by up to 40%. But can artificial intelligence really be useful in customer support, an industry that requires a lot of human interaction and personalized communication? More and more people prefer communication via chats. Here, AI comes on stage, giving businesses numerous opportunities for scaling and development.
In this article, we'll cover:
Advantages AI Gives to a Customer Support Service
83% of businesses notice they have already got significant benefits from using AI. But how exactly can a customer support service be improved by implementing it? Its advantages are not limited to saving time and cutting costs. We may highlight five major improvements this technology can bring to a business process.
Personalized Interaction With Customers
A survey shows 84% of digital marketing leaders believe Artificial Intelligence helps deliver personalized experience to customers. Technologies help memorize and analyze all interactions with a customer. They create personalized recommendations, improve customer experience through providing better content, products, or support according to their specific needs.
Access to an entire history of interaction with a customer makes support service communication much more effective and personalized.
Handling Massive Data Volumes
Collecting data from an interaction with customers is a must for a good service. Handling a massive amount of information manually is impossible, but it’s the easiest task for a machine. Research shows 91% of businesses using a CRM system, to handle and organize customer data. At the same time, only 37% of companies say they have implemented an AI solution into their processes.
AI can help businesses analyze the history of previous and existing customers from the CRM system, define the most common questions customers ask, their behavior patterns, and more.
Reducing Average Handling Time
One of the main metrics for customer service quality is the speed. The results of research devoted to live chats show 79% of customers prefer this communication channel because of a quick response. Solutions that use Artificial Intelligence, like chatbots, or NLP systems help speed up the process even more. AI can answer most common questions instantly and spare consultants’ time for handling more complex requests. It allows reducing their workload, and significantly decrease response time even in the peak hours.
Easier Performance Tracking
36% of businesses use AI-powered technologies to improve their internal operations. No feedback on agents’ work can be more objective than the one provided by a machine. This kind of performance management is completely data driven and eliminates human factor in the evaluation. It also collects information from different sources and managers can easily optimize it to track the specific metrics important for the business.
Customer Behavior Prediction
AI provides customer service with a massive amount of analytics and easy access to it from a CRM system. Such analysis gives a bunch of insights into customer behavior. It can easily track the most active hours when consultants receive the biggest amount of calls and help optimize the service during them. Along with the basic trends, AI can give business an ability to predict future directions of the market. A company can use this information to build up service improvement strategies or to anticipate how successful a new product will be. Statistically, forecasts made by ML algorithms turn out to be 15-50% more accurate than human-made ones.
Final Thoughts
AI implementation in customer service is not a short-term trend, but a new reality. SupportYourApp experience shows that a combination of human interaction, ML, and AI-based tools can push customer support to a new level of efficiency and provide a much better customer experience. The technology is constantly improving and opening wider perspectives for the business. We can assume this is the trend most players in the market are going to follow in the near future.
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Anastasiia is a professional writer with a diverse background. She used to write about IT, logistics, business, but now her main interest is customer support and communication. Anastasiia’s biggest passion is reading — she prefers books over anything. She believes that the greatest thing a keen reader can do is to write themselves.
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