How is AI transforming customer support services by providing smart & seamless solutions?

Published in

The Startup

5 min readJan 17, 2018

Customers nowadays expect faster, better and smarter support for their queries. According to Gartner, non-voice customer support interactions will rise to about 85% by 2020 from 55% in 2015. More people will seek automated solutions for their queries without human interaction paving way for AI-powered customer support services.

Round-the-clock Customer Support Services

67% of people expect to see/use messaging apps when talking to a business — Chatbots Magazine

AI-based customer support solutions can offer real-time assistance with more personalization and run 24 hours, ceaselessly. In the modern age where customer experience is the key to success for any business, this can serve as a boon for enterprises, helping them interact with customers and delight them in a much better way. AI-based customer support can resolve customer issues as soon as they are reported, ensuring a prompt response, building credibility for the enterprises.

Sophisticated and Reliable Service Infrastructure

AI-powered chatbots have transformed the customer service landscape by providing a reliable customer service solution to enterprises. These solutions are focused on their core motive- resolving customer issues and do not face the problem of inefficiency like their human counterparts. They can go on to solve queries for days without being inefficient or tired. Also, they are not triggered negatively while handling even the rudest customers but helps them in most professional manner, efficiently. They are all focused on improving satisfaction quotient of a customer in the best possible way.

Cost-efficient Well-bred Services Increasing ROI

AI-powered customer support solutions are a better alternative to hiring and training fresh recruits. Instead of training customer support staff, investing in pre-programmed customer support solution that learns from interaction and becomes more efficient with every instruction is a better move.

Also, in an event of process change, the whole software can be re-programmed and configured to provide automated solutions for basic customer queries. This not only will save the time of existing workforce but will provide relief from providing standardized solutions to human support staff. Human staff can then focus on challenging solutions for catering to complex support needs.

Also read: Why You Should Invest In Artificial Intelligence Enabled Mobile Apps?

Facilitates Personalized Support Services

According to a survey, almost 79% business leaders agree that AI will change the way businesses interact and gain information about customers.

AI will help enterprises to know about customers and improve customer satisfaction quotient through personalized services that will ultimately build trust and loyalty.

AI-powered customer support solutions can actually help organizations in understanding a customer better. By capturing customer data during interaction and analyzing the same using AI, big data, machine learning, enterprises can develop highly-personalized solutions for every customer. This will not only ensure he/she gets perfect support at the right time but will also increase his satisfaction levels. Businesses can use the data to analyze every customer’s preferences, habits, and choices, and provide a personalized experience during every interaction. This will not only improve customer delight but will turn a customer into a loyal asset who will be motivated for repeat purchases.

The rise of AI in customer service

AI is enhancing the overall customer experience by helping customers and making them feel valued with its amazing services. AI has the power to analyze and prioritize the needs and actions for your business. It has been assumed that there will be $3 trillion business value created by AI till 2021.

Investments in AI-powered customer support

There are so many companies making a huge investment in AI-powered customer support that will enhance their overall business communication process effectively. Gartner suggests that above 55% of companies have started investing in the AI or are planning to make investments by 2020.

Aligned with Modern Customer Expectations

In the modern era, the millennial population has influenced every domain. The millennial population prefers avoiding human interaction. In such a landscape, AI-powered automatic customer service solutions are the best fit for an organization looking to improve self-servicing capabilities. According to a survey,

72% of the millennial population believe a phone call is not the right way to solve customer issues.

AI-based customer support solutions align well with such tech-savvy customers, who search for self-servicing digital solutions.

AI Promotes Easier Scalability

With the help of AI-powered solutions, an enterprise can easily upgrade their customer service endeavors without much investment. Chatbots and AI-powered customer support tools are faster, cheaper to acquire and train and can take care of thousands of queries at a time without fail. In case of a surge in queries, automated AI tools can be re-configured and shifted to bigger servers to handle a large number of queries, promoting scalability without hassle.

How to use AI for enhancing customer experience?

AI has the power to assist your customers in the best possible manner and provide them the best and improved customer experience. AI has the full capability to learn over time and handles business-specific requests more efficiently.

Real-world examples of AI-powered customer support

• Automated responses for social media messages

• Smart suggestions for emails

• Auto-ticket creation based on the conversation

• Enhanced interactive voice response systems

• Automated routing and resource management

• Face and voice recognition

• Chatbots

AI is the future of customer service and as AI-powered tools learn from every single interaction, they can be leveraged for providing a much more personalized experience to the customers. Without any great investment, businesses and brands can quickly handle customer interactions, making their operations customer-oriented, thus improving their future growth prospects.

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