masvoz Reveals The 4 Keys To How Customer Service Will Change Thanks To Artificial Intelligence

Artificial Intelligence (AI) has become one of the most used technologies by companies. So much so that IDC Research Spain predicts that the European market for AI systems will reach 12,000 million euros in 2022, with an annual growth of 40%.

And it’s not just private companies that find value in this technology. At the end of last year, the President of the Government, Pedro Sánchez, announced a public investment of 600 million euros to promote the National Artificial Intelligence Strategy (ENIA).

Customer service companies are also currently implementing AI in their services and procedures with the aim of improving the customer experience and reducing costs. In this sense, Gartner predicts that by 2022, 70% of customer interactions will involve emerging technologies from AI. This will have a positive impact on companies at multiple levels, such as the case of Nexidia Analytics, which evaluated the reasons why customers left companies, developed a predictive model based on AI and managed to retain 60% of abandonment cases. For this reason, and for the coming years, masvoz, a company belonging to Enreach with more than 19 years of experience in communications services for businesses, breaks down the predictions about the future of customer service due to the use of AI:

1) Automation of Simple Tasks

In any traditional contact center, frontline agents are burdened with repetitive tasks, most of which are very simple. AI can take over some of these simpler, more repetitive tasks, freeing up employee time and talent for more complex or creative tasks. In fact, next year 45% of the repetitive tasks of companies will be automated and/or accelerated, according to IDC Spain.

2) Emergence of Predictive Customer Service Support

When customer service does not work properly, as Oracle points out, 89% of consumers go to the competition due to poor customer service and 86% are willing to pay more for better service. What would happen if customer service could anticipate situations and propose preventive solutions?

Through AI analysis based on profiles and contextual data, agents will be able to anticipate customer problems and needs, offering better service and being able to present personalized solutions quickly. Likewise, another of the supports that will become more important will be a voice channel. Although email is one of the most important ways of providing customer service, voice channels are far from disappearing and will continue to be attractive ways of offering customer support. According to Salesforce’s State of Service report, 76% of service professionals prefer voice to solve complex customer cases.

3) Increased Accuracy of Conversational AI

Customer satisfaction and retention will increase as AI tools become more accurate and can engage in natural conversations, as conversational AI improves over time as it learns from real interactions with users. According to Juniper Research, labor costs are projected to drop by more than $8 billion annually by 2022, thanks to artificial intelligence. In addition, companies will also be able to lower customer service costs and significantly reduce customer-waiting time.

4) Greater Accessibility To Big Data

Increasingly, companies downplay the amount of data to focus on what to do with that data. AI is presented as the ideal candidate to analyze huge amounts of information, the so-called Big Data, especially that coming from the CRM, and convert it into easily accessible reports. This fact allows companies to easily and quickly understand important details about the target audience, thus being able to make decisions in marketing and customer service based on data, since with AI it takes less time to decipher its meaning.

“Artificial Intelligence has become one of the main technologies in which companies of all kinds are investing due to its great capacity to improve currently existing processes. At masvoz, we bet on it from the first moment in order to continue optimizing the relationship between our clients and their users and, thus, improve their experience and reduce costs,” adds Santi Vernet, commercial director of masvoz.