The Role of Artificial Intelligence Ai in Customer Service

AI is an emerging field of study, especially suitable for providing innovations for managing and restructuring business processes, such as customer service. AI has supported users with intelligent systems, eliminating, replacing or empowering people by employing fully automated tools (Koehler, 2018). Over the past few decades, science has sought to imitate the brilliant habits and attitudes of human beings with machines, which has become simpler each day, given ICTs’ dissemination and evolution. AI is the science that studies such human habits and attitudes, and is a term coined by John McCarthy in 1956 (Igarashi, Rautenberg, Medeiros, Pacheco, Santos, & Fialho, 2008). In particular, technological innovation in AI has fostered business transactions and services, driving companies to develop new business models. Regarding the efficiency in business processes, Santos, Santana and Alves (2011) emphasize companies’ concern with the frantic chase of their strategic targets, seeking to improve customer service.

This strategy involves outsourcing customer service functions to a reliable third-party provider. Netflix’s generative AI acts as the recommender that works on Machine Learning and Data Analysis to suggest new movies and TV shows. The data used here is previous watches, preferences and behavior on the platform. The Netflix recommendation algorithm helps to quickly discover the content of their taste. Customer satisfaction is visible in longer subscription retention and content consumption.

Using AI to Track How Customers Feel — In Real Time

88% of customers have already experienced what it feels to interact with a chatbot when they call the service department. However, one should note that we need both AI and human agents for CX to be successful. At Webex, we believe artificial intelligence can create “super agents” as one of the most misunderstood beliefs about AI is that it will eventually replace human employees. AI will certainly change workloads, staffing  and processes that may lead to redefining how your contact center is staffed, but a primary advantage  of AI is that it augments agents to make them more scalable and efficient.

Customer service is a vital consideration for 96% of consumers across the globe when it comes to deciding whether or not to stay loyal to a business. In 2022, Chipotle began piloting a needs-based approach to kitchen management. If all of your chat reps are busy taking cases, the AI can tell the customer that they should use live chat for a quicker response. AI technology can be used to reduce friction at nearly any point of the customer journey. See how healthcare organizations can embrace the trend of conversational service while maintaining their HIPAA compliance requirements.

Ways Artificial Intelligence Can Improve Customer Service

Machine learning also enables chatbots and similar tools to improve responsiveness and solve problems based on the results of previous conversations, enhancing customer experience. Chatbots monitor customer activity and can provide answers to frequently asked questions, help with abandoned cart recovery, offer assistance during the checkout process, and more. Even if a chatbot cannot solve an issue, it can easily transfer a customer to a human agent. In the domain of customer care, the bank that has massively leveraged AI technology is China Merchant Bank, a leading credit card issuer in China.

They can also improve in-app customer experiences and reduce the cost of software engineering. For example, Xero, a cloud accounting platform for small businesses, uses Coveo to offer high-quality customer support. Around 95% of questions asked at Xero are answered by self-service help content powered by Coveo, deflecting over a million queries from Xero’s support team each month. Proactive AI-driven content recommendations help customers find what they’re looking for as they’re searching. Large lines of customer queries can be quickly alleviated by AI-generated responses and customer self-service guides based on real-time data.

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