Artificial Intelligence is not a futuristic concept anymore. That’s for sure! Now, it is a game changer that keeps revolutionizing business operations.

The rise of AI-powered tools enables businesses across the globe to turn complex problems into simple solutions. One of the many industries that feel its impact is customer service.

In this blog post, you’ll have an opportunity to learn the impact of artificial intelligence on customer service. Starting from understanding the role of AI, ai chatbots, integration, and real-case scenarios – we will provide you with everything you need!

Understanding the Role of Artificial Intelligence in Customer Service

Integrating AI into your everyday business operation can have significant benefits for your company. According to some statistics, AI is expected to boost company productivity by up to 40% by 2035.

This means that the sooner you start harnessing the power of artificial intelligence and its tools, the sooner you will start generating the benefits. When used right, AI enables you to set up automated processes and assign instant replies on different platforms.

What does this mean for your company? Imagine this: your agents are currently busy and many people are waiting in the queue. Are you sure that most of them will wait for your agents to respond?

Well, not really. They won’t like to wait and will surely be unsatisfied with your brand. The chances of them churning will be high, and you don’t want that.

Here comes artificial intelligence with its ability to transform complex operations into simple ones. However, things don’t end here. This is just one scenario out of the many. In the beginning, we stated that AI is a game changer, right? Let’s take a look at why it is.

What Are the Benefits of Artificial Intelligence?

Enhanced workflows

This technology allows your business to properly streamline internal workflows, and get the most out of each interaction. Additionally, your agents won’t feel overwhelmed by some boring repetitive tasks.

Instead, they can focus on more important tasks which will lead to providing higher-quality work. They won’t be stressed as much or feel signs of burnout as they did previously.

Accurate analysis of customers` data

Having accurate data in the modern way of doing business is everything. Data can help your brand have better insights into what works and what doesn’t. Based on the data, you can plan and execute your business/marketing strategy.

At the same time, chances of failure are set to the minimum since you have all the information you need to succeed. There are plenty of ai tools out there that you can use aside from ChatGPT and they will help you strive!

Powerful predictive capabilities

The ability to predict customers` behaviors is one of the biggest advantages that you can yield as a business in the customer service industry. For instance, you can analyze what makes customers choose your brand as a part of their solution. How does the buyer’s journey start? What are their preferences? Which part of your business operations they don’t like?

All this information is scarce in today’s hyper-competitive market. Hence, it won’t take long before you see positive change in the overall customer experience.

Accurate AI-based personalized service

Today’s market isn’t the same as the one 5-10 years ago. Things have changed tremendously, and those who haven’t noticed this probably don’t exist. Customers are keen on getting personalized services, messaging, and treatment. For your information, offering personalized services is one of the best customer retention strategies. Therefore, you should set this on your priority list.

For instance,  AI-based chatbots can do wonders in guiding your customers toward fulfilling their needs and preferences. Based on their queries, they can receive targeted messages and answers.

Speaking of the self-service options, AI-powered chatbots will eliminate every possible challenge that you as a company may face. On the other hand, your customers won’t have to wait for your customer reps or search through your website to find answers to their questions. Isn’t that great?

Turning customer complaints into opportunities

Sometimes, even the most skilled customer representative may not be able to turn customer complaints into opportunities. Or, may have difficulties calming an angry customer. With the help of AI, such things are removed in a fairly smooth way.

Considering the fact that AI chatbots constantly learn, they can show sympathy and fix issues in a very professional way. That’s why more and more companies are starting to integrate AI as a part of their customer service.

Real-world Examples of Artificial intelligence in Customer Service

According to some studies, 35% of companies are using AI and 42% of companies are exploring AI for its implementation in the future. No wonder why we see that numerous market leaders are using or planning to integrate AI as a part of their business operations.

Nike

Did you know that Nike uses AI chatbots to aid their customer service? The leading manufacturer of shoes and sportswear has already incorporated a chatbot named “Nike Expert” to improve their customer service.

This chatbot uses Machine Learning (ML) and Natural Language Processing (NLP) algorithms to detect customer queries and offer appropriate responses. Aside from this, this ai bot does a wonderful job of personalizing the whole customer experience in multiple ways, such as:

• Recommends products based on their preferences;
• Offers order tracking;
• 24/7 availability
• Suggests sizing advice and more!

Netflix

Netflix is all about offering personalized customer experience. As expected, they also have their own chatbot known as the Netbot that helps them streamline their customer service operations. Oh, and the impact is huge.

The chatbot uses ML and NLP to handle numerous and complex queries and to respond adequately, and this includes:

• Troubleshooting;
• Answering billing questions;
• Recommending movies to watch;
• Offering accurate and relevant support

Lastly, the bot constantly learns from customer interactions and expands its knowledge, so that in the future, chances of making mistakes are set to the minimum if not to 0.

Domino’s Pizza

Domino’s, the multinational pizza restaurant chain is among the industry leaders that have employed artificial intelligence as a part of their customer service.

Their “Dom”, an ai-powered bot is based on the aforementioned technologies and significantly eases their regular and customer service operations.

What this bot does is the following:

• Assisting in everything related to ordering pizzas;
• Tracking deliveries;
• Offering nutritional information;
• Provides real-time updates on the status of the orders

 

Conclusion

The impact of artificial intelligence on customer service is significant, and can’t be underestimated. As more companies implement AI-powered customer service solutions, we can surely expect that many industries including customer service will change at a fast pace.

Given the numerous benefits and AI’s ability to build stronger relationships with customers, we recommend you start exploring the world of artificial intelligence for your customer service operations.

If you’ve found this article helpful, do not hesitate to keep reading our blogposts, because we are discussing popular and trending topics that you can find informative and interesting.