4 min
Artificial Intelligence (AI) has redefined customer service standards. Advanced chatbots with AI technology have taken customer service to a new dimension. It is no longer limited to the simple question and answer scenario. Advances in artificial intelligence, conversational chatbots, self-service and digital channels help improve the customer experience.
Natural language processing and machine learning are making chatbots work much better. Its scope in the provision of services increases as these bots process more information and detects user behavior in all terms. Gartner estimates that more than 50% of companies will increase their investments to develop AI-driven bots by 2020.
In fact, forward-looking organizations have already adopted this trend. There are several examples in which artificial intelligence helps users to book tickets, buy products, order food, make reservations, schedule appointments, etc.
Benefits Of Customer Service Assisted By Artificial Intelligence:
1) It Is Always Available For Users
The increasing speed and Internet connectivity has made users want an “instant” customer service. AI-powered chatbots are very helpful for this, since they can serve users 24/7/365. In addition, artificial intelligence is driving the commercial service to be fast, accurate and in real time due to its constant availability.
2) Offer more for less
A company always looks for new ways to maximize revenue and minimize expenses. Offering customer service through chatbots based on artificial intelligence, reduces costs, because thanks to AI you can automate workflows, serve more users in less time, free up resources, generate more leads and convert them into sales.
Also, the chatbots functionalities can be scaled to meet the needs of the users, as well as to solve the most demanded queries. The desired requirements can range from requesting a service, finding a product, completing a transaction or obtaining information, among others.
An uninterrupted service is natural with the artificial intelligence platform. In this way, companies do not need to invest in hiring additional staff. Chatbots can handle simple queries accurately and can become smarter with each interaction.
3) Limit Errors
Chatbots based on artificial intelligence collect and analyze each conversation. The information stored helps you serve users in the most pleasant and accurate way possible. Their cognitive abilities allow them to offer a satisfactory customer experience.
Companies can also ensure that bots have solid knowledge about the product, users and the business in general. Compared to the training of their human counterparts, the programming and updating of chatbots produces more effective and profitable results in less time.
This is because automated robots are previously programmed to be proactive and take preventive actions. They can anticipate possible problems or needs and act accordingly. Therefore, users feel more connected as they receive assistance according to their needs.
4) Provide Personalized Attention
Personalization is a great sales tactic. Users feel more satisfied if they know that a company makes an extra effort to provide what they want. And the AI does exactly the same: it collects and interprets a user’s history to present personalized suggestions.
Artificial intelligence also opens the space to identify additional sales and cross-selling opportunities. For example, while helping a user with a certain product, a chatbot may recommend better available options and complementary products / services.
Users are the best defenders of the brand. If this keeps them happy, they will recommend the company. Thanks to artificial intelligence technology, it will suggest the most appropriate products and, in turn, these satisfied users would attract more sales.
5) Encourage Committed Employees And Loyal Users
There are many myths that the ultimate goal of artificial intelligence is to replace humans. These are wrong, since, in reality, according to experts, AI will replace repetitive and unproductive tasks with automated workflows, not people. Consequently, there will be an increase in productivity.
According to Gartner, AI will become a work motivator by 2020, generating 2.3 million job opportunities and not promoting the loss of human contact in customer service. Rather, it will reduce tasks that require more time and effort. Artificial intelligence, in coordination with employees, can produce efficient and profitable results.
By automating certain tasks, a company can involve employees to tackle complex jobs that require human attention and understanding. Thus, productive and engaged workers will be more successful in retaining users. Therefore, a combination of chatbots and human resources will be produced to achieve the final business objectives.
In conclusion, according to experts, there is no turning back on traditional customer service methods. Companies need solutions based on artificial intelligence to predict user requirements. For a customer-centric organization, implementing AI in customer service is no longer an option, but an obligation.
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