What are the advantages of AI-powered solutions in customer service?
Shorter response time and more reliability
A customer service professional can only handle one request at a time. What happens when your customer base is growing? You need more staff. The more customers contact your helpdesk, the longer they have to wait until they reach the agent.
However, a lot of the agents’ work can be automated – chatbots are the answer. Some of the basic questions will be answered by the bot itself and if the question gets more complex, the bot (thanks to natural language processing – NLP) will link the customer with the agent who can handle their particular request. Not only does such a solution cut down on the response time but it also allows to offer real 24/7 customer service, which further translates into improved customer satisfaction.
A study by Zendesk shows that 42% of B2C customers purchase more after a good customer service experience. If they have a bad customer service interaction, however, 52% of B2C customers stopped buying. This clearly shows that the quality of delivered customer service is crucial. But people aren’t flawless. We may be late for work, have a bad day, misunderstand something, or maybe phrase something in an unfortunate way and make the customer feel offended. All of that can happen. Artificial intelligence is never late or emotional and thus it doesn’t create any room for arguments started by customers. If any negative reaction occurs, it notifies a manager of such an event.
Personalized customer experience
AI-driven customer service solutions provide insights into customer behaviours. This information combined with machine learning allows you to build actionable customer service.
Normally, identifying the customer’s behavioral patterns and matching them with proper data to predict what the customer will want would be a gruesome (if not impossible!) task. With artificial intelligence, however, it’s not difficult at all.
AI can accumulate and study data on the customer’s previous purchases, conversations with customer service, on-site interactions, source referral, and many more. All this data allows for a personalized customer experience. And, as research shows, 59% of shoppers who have experienced personalization think it has big influence on their purchase decisions.
Data is more accessible
And we’re talking big data. The data you have helps you create content that appeals to your customers and makes them happy but it’s also useful for your business to make informed decisions and move forward.
Using the vast amounts of data available, AI can find patterns and trends to predict what your customers will want. AI integrated into your CRM may help you move the leads down the funnel. Studying your customers behaviors allows you to find better ways to relate to them – or even call them out – which is what Spotify did a few years back in their campaign. They used the data on users’ “unusual” listening habits and created billboards like this one: