Six Real-World Examples of AI in Customer Support

You can use internal data—your own data, or external data—data taken from other sources. Customers are happier when they get speedy support, and happy customers are stronger brand advocates. If you have a large number of customer messages and you’re processing them all manually, you might not be able to get to them all.

For example, you might task AI tech with flagging feedback as positive, neutral, or negative. Or you might want to identify emotions in customer reviews (happy, sad, excited, or frustrated, for example). When you understand how your customers feel, what they’re satisfied with, and where they’re frustrated, you can enhance the customer service process. According to Forbes, one company solved over half of their recurring questions with a chatbot, improving their customer experience and reducing costs at the same time. Chatbots are one of the most common uses of AI technology in customer service. By using Natural Language Processing (NLP) and Natural Language Understanding (NLU), they interpret human language and then form an appropriate response.

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Artificial intelligence is being used in customer service in a variety of ways. For example, AI chatbots help supplement human customer service agents, and voice assistants can handle customer questions over the phone. From updating records and escalating issues to troubleshooting and collaborating with product teams, customer service reps handle a variety of responsibilities.

However, once you’ve connected the dots, the benefits are extremely tempting. Designed for business owners, CO— is a site that connects like minds and delivers actionable insights for next-level growth. Our best expert advice on how to grow your business — from attracting new customers to keeping existing customers happy and having the capital to do it. In customer service and other applications, AI will almost certainly see rapid growth over the coming years as it continues to disrupt customer service. Chatbots overlap with automation in AI, but there’s more to them than just automation.

Wrapping up on AI for customer support

Customer service industry is gaining much momentum especially due to disruption of Artificial Intelligence – a technological breakthrough that has taken almost every business industry by storm. From huge names like Sephora, Starbucks, and Spotify to smaller local businesses and 1-person companies—everyone can benefit from exceptional customer service automation. AI customer support tools simplify collecting big chunks of information to establish customer behavioral patterns, get a single customer view, and work towards hyper-personalization. No matter how efficient and productive your support team is, they are not superhumans.

Many of these technologies help deliver the benefits of AI in customer service. At a base level, artificial intelligence refers to the ability of computers and machines to perform tasks that normally require human intelligence. Founded in 1993, The Motley Fool is a financial services company dedicated to making the world smarter, happier, and richer. The Motley Fool reaches millions of people every month through our premium investing solutions, free guidance and market analysis on Fool.com, top-rated podcasts, and non-profit The Motley Fool Foundation. MeyaGPT’s framework is extendable with Python and BFML, so you can customize the chatbot and adjust it to your company’s needs. It offers multiple question formats you can embed into your website, from rating scales to actual questions with text boxes.

Chatbots can be integrated with social media platforms to assist in social media customer service and engagement by responding to customer inquiries and complaints in a timely and efficient manner. For example, it is very common to integrate conversational Ai into Facebook Messenger. These AI tools can also assist customers with billing inquiries, such as checking account balances, reviewing past invoices, updating payment methods, or resolving billing disputes. The chatbot can access customer account information in real-time and provide accurate and up-to-date billing details. If necessary, the chatbot can also escalate complex billing issues to a human representative for further assistance.

• According to a recent HubSpot survey, the majority of consumers (57%) prefer to contact customer service over the phone.
• Giving people contact options for your business increases your accessibility.
• As more and more businesses adopt conversational AI chatbots, they are likely to become a key driver of customer engagement and loyalty in the future.
• AI can also offer to chat on Instagram, Messenger, or WhatsApp for quicker communication if the customer prefers that.

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