Up To 23% Of Customer Service Requests Will Be Handled Through Conversational AI By The End Of 2023, According To An Enreach Report

In a world where digital transformation has been a recurring theme, we are witnessing a momentous shift towards the transformation of Artificial Intelligence (AI).

In this sense, AI and automation are radically redefining the way organisations interact with their customers, providing superior customer service and setting new standards in the industry. In this way, it is a complete reinvention of how companies meet the needs of their users.

How AI Transforms Customer Experience (CX)

AI has become an essential catalyst for this transformation, enabling organisations to deliver faster, more personalised and efficient experiences. In light of this new landscape, Enreach, one of the fastest growing European providers of converged contact solutions, has published an analysis on the integration of automation and AI-powered tools in customer service environments.

The report, entitled “The arrival of automation and AI in customer service” and prepared by the prestigious industry analyst Blair Pleasant, president of COMMFusion, analyses the current landscape of customer service and describes the challenges to be faced by companies to satisfy customers who are looking for a combination of efficient self-service tools such as chatbots combined with traditional live agent assistance.

Main Conclusions of the Report

1) Conversational AI, Facilitating Intelligent Self-Service

Conversational AI is another important advancement in customer service. Leveraging machine learning and natural language processing (NLP), this technology allows customers to interact naturally and get instant responses through digital channels such as chat, voice and web. Statistics support customer preference for AI-enabled self-service. By the end of 2023, approximately 18-23% of customer service requests are expected to be handled through conversational AI, with growth projected to 24-28% by the end of 2024.

2) Chatbots and Virtual Assistants, Enhancing Self-Service

One of the most notable developments is the proliferation of AI-powered chatbots and virtual assistants. These systems are being adopted by businesses of all sizes and sectors to improve customer experience and reduce the workload of human agents. Voice and chatbots, enabled by AI, play a crucial role in providing uninterrupted service to the clients. From answering basic queries to changing reservations or requesting services, chatbots offer accurate and timely responses, regardless of the time of day or the number of simultaneous interactions. Their ability to work without fatigue and with constant efficiency makes them an invaluable tool for companies.

3) Generative AI, The Next Frontier

Generative AI and large language models, like OpenAI’s ChatGPT, represent the next stage in the evolution of customer service. These technologies can analyse large volumes of content, categorise it based on intent, and turn it into consumable information. They are expected to be applied to various use cases, such as automatically transcribing and summarising calls, creating chatbots for voice or chat channels, and generating personalised responses for emails or messages to customers. However, it is important to highlight that human supervision remains essential to ensure accuracy and consistency in the responses and information provided by generative AI.

4) Find suitable Use Cases for AI

Despite the potential of AI, many organisations are still exploring how to implement it effectively. It is critical to identify use cases that align with business objectives and get started with them to get maximum value. Typical use cases include reservations and appointments, claims management, basic sales and service requests, among others.

“The introduction of Artificial Intelligence is having a profound effect on all aspects of business operations, and the impact is especially significant in the way it is improving customer service delivery,” said Anne Bakker, Director of Enreach AI. “We are thrilled to hire Blair Pleasant to help us educate the market about the tremendous improvements that AI can bring to customer experiences, as well as the operational benefits it brings to businesses of all sizes.” “Blair has been closely studying the use of AI since it entered the market, and her analysis will no doubt be welcomed by businesses that recognise the value of keeping their customer base satisfied and loyal.”