Gone are the days when customer service agents have to deal with tedious customer relationship tasks. With a lot of customer service delegated to machines, companies can deliver next-level customer experience. AI solutions can help businesses deliver a better customer service experience through the following ways:
Chatbots are automated AI systems of messaging that enable conversations between customers and machines. Customers can direct their questions to AI-powered chatbots and have them attended to without human contribution.
Chatbots, one of the best Artificial Intelligence solutions, are designed to quickly attend to customer needs and give them a seamless experience in the process. With chatbots, customers can have their messages treated promptly without waiting for a human agent that could be handling a series of interactions with other customers.
Besides, chatbots don't sleep nor get sick or need to take breaks, unlike human agents. They can learn new skills easily and work continuously without diminishing their performance and productivity. The continuous agility of this interactive system prevents employees from experiencing burnouts due to excessive work. AI services can save them time and allow them to focus more on other customer relationship management operations that require a human touch and people skills.
Checkout Top 13 Chatbot Platforms for Building Virtual Bots
Most times, companies have a lot of messages from customers to attend to. Considering the number of messages and the frequency at which they come in, it becomes overwhelming for a customer service agent to read every mail in the company's mailbox. Therefore, it takes a longer time for the messages to be attended to.
However, CRM systems and technology are some forms of AI that can help respond to customer emails. When the system comes across similar inquiries that have been attended to in the past, it comes up with quick and more effective responses.
Furthermore, the AI system makes it possible for customers to receive personalized emails containing recommendations that fit their unique needs. Customers can also track their emails to know if they've been received and if responded accordingly.
AI experts can help a company better understand its customer needs by monitoring their conversations across digital platforms. These customer insights provide a better understanding of customer behavior and can be used to improve customer satisfaction.
Artificial Intelligence experts can help companies learn the behavioral patterns of their customers, such as how often they buy things, the kind of products they like to buy, their previous communication, and psychographic factors that affect their buying. When these customers eventually reach out to them, they can use the intelligence they've gathered to offer them services that they'll be more likely to respond to.
Additionally, machine learning and other AI applications can uncover customers' common challenges and find information about their causes. With this knowledge, businesses can customize their customer experience to address specific customer challenges and also remain proactive to the demands of the market.
Companies can make better decisions by leveraging data obtained from analyzing messages, calls, and audio files created by customers. The analysis is done automatically by AI. Since this process is automated, it continuously helps businesses get consistent data from their customers.
Not to forget that AI can gather and process data quickly from various sources at once, making it possible for businesses to reach their customers in many ways. When this data is collected, AI also centralizes each customer's file and their activities across different channels.
The automation of the process allows businesses to gather and categorize data into their communication processes and provide exceptional customer service.
Content is a vital business resource. With relevant and engaging content, businesses can stay in touch with their customers and offer tips that help buyers make effective decisions.
On a daily and weekly basis, companies invest time and resources in creating and publishing different kinds of content on their digital platforms to improve customer experience. While this action comes with benefits, it also comes with its challenges.
Since customers have different needs per time, producing general content may not address specific needs. However, AI developers solve this challenge by analyzing the topics customers are interested in and their pattern of content engagement.
Moreover, AI allows businesses to modify their content to fit their customers' needs. By doing so, business content gets higher engagement, more customer challenges are addressed, and a more enjoyable customer experience is delivered.
When customers call the customer service agents, they don't have the liberty to choose the agent they want to interact with. Usually, calls are routed to any agent available. Sometimes, there's a misalignment between the needs of the customer and the capacity of the agent to provide the best solution. In cases where the agent on the call doesn't have enough information about the customer's needs, it takes longer for the customer to receive a solution.
Also, sometimes, the solution recommended by the agent doesn't solve the challenge, while AI does. Artificial intelligence developers solve this difficulty through intelligent call routing systems. The system makes customer interaction with agents more seamless and productive by routing calls to the most capable agent available. The system achieves this by leveraging the data it acquires from all customer interactions it analyzes. As a result, it's able to help businesses optimize customer satisfaction.
When customers interact with human customer service agents, they have to state their intent before the agent can assist them. In doing so, customer service agents can miss out on essential cues from the customers, which could help them render a more optimized service experience. But AI language processing and machine learning systems do it differently. They can predict customers' needs and enable customer service agents to assist smoothly.
Besides, customers are not often patient enough to allow agents to walk them through their challenges and get the best solutions. Businesses can overcome this shortcoming by engaging emotional AI solutions. This solution can analyze customers' emotions through visual, textual, and auditory signals. They can tell how a customer feels just by the tone of their voice, the nature of their text, and their looks.
In responding to customer calls, AI tools such as bots suggest the most appropriate answers for agents to give to customers to improve their satisfaction and standardize their service experience. So, customer service agents don't have to struggle with providing the best answers to customers. They can adapt the response generated by the bot.
In cases where agents need to give a more personalized touch to their answers, the system offers them the opportunity to edit and further personalize the response suggested by the bot.
- Customer Survey And Review Analytics
AI language processing systems help to analyze text fields in surveys and review customer interactions to gain insights on how to improve customer satisfaction and increase the efficiency of the business.
Therefore, surveys and reviews are other AI tools that help businesses get accurate and relevant customer feedback. The company can then utilize the feedback to evaluate their performances and measure efficiency.
- Optical Character Recognition (OCR)
Optical character recognition is commonly used in automated document processing. With OCR, your systems will be able to read documents, extract the right information, and disseminate relevant data to the appropriate sections in your system. As a result, you can process digital documents in more efficient ways.
You'll also be able to retrieve accurate information from papers quicker. This way, businesses can receive and utilize critical information quickly and attend to customer needs without hesitation, thereby creating a more optimized customer service experience.
Conclusion
Although AI cannot eliminate the place of human contribution to the customer service process, it can provide a higher level of efficiency, enable customers to experience a higher quality of service, and also cut costs for businesses. Integrating your CRM with AI technologies will advance your customer service experience to new levels and give you an edge over your competitors.
