Key Use Cases for AI in Customer Service

Fremont, CA: Artificial Intelligence (AI) is increasingly being used to make groundbreaking changes across industries of all types. AI is already enabling companies to automate repetitive tasks more efficiently, allowing employees to put their effort into value-adding tasks.

In today's tech-driven world, AI has become a game-changing tool for businesses. However, finding the right applications for AI is a tough task. That is one of the reasons why an estimated 85 percent of AI-related business projects fail.

The advantages of AI implementation are undeniable for businesses that get it right, and there's one area where almost every type of business can benefit right now: customer service. There are an increasing number of ways that businesses can (and should) use AI to improve their customer service operations, and doing so is easier than ever.

Ways how businesses can use AI to improve their customer service:

Customer Service Call Monitoring and Analysis

Companies have long been practicing this method to record all phone interactions with customers. This makes it possible to go back and review them if there is any issue or follow-up required with the same customer, but AI enables businesses to go further than that.

Modern call recording software leverages artificial intelligence (AI) to analyze the content of customer service calls and provide a variety of actionable insights. It can assess customer satisfaction by measuring customer sentiment. It can assist in isolating and identifying areas of conversations where representatives need to improve. It can even aid in the development of an ideal interaction model to guide new hire training. To put it another way, it makes call recordings far more useful than they were previously.

AI-augmented Agent Messaging

Even though AI-enabled chatbots have become common in the customer service operations of big companies, many businesses have taken a step back. The prime reason is quite simple: customers sometimes hate them, and a company that incorporates chatbots in their customer service workflows can do more harm than good.

Fortunately, there is another option available, known as AI-augmented agent messaging, which refers to a communication system where a live agent can use an AI-powered chatbot to answer common customer questions but can jump in when there are needed. This approach can help companies avoid all those common customer complaints related to chatbots. Simultaneously, customer service agents help with more customer issues in less time - a near-perfect solution.