How can Artificial Intelligence for

Customer Support assist

Businesses?

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• Automation of services has picked
up its fastest pace by now, giving
users the much needed facility to
fulfill their regular tasks.
• With advanced systems powered by
automated solutions, users can now
book a restaurant reservation, order
a pizza, book a movie ticket, hotel
room and even make a clinic
appointment.
• Customer service industry is gaining
much momentum especially due to
disruption of Artificial Intelligence –
a technological breakthrough that
has taken almost every business
industry by storm.
AI for customer service: what is real?
According to a recent Zendesk study, as much as 42% of B2C customers showed
more interest in purchasing after experiencing good customer service. The
same study also goes to claim that 52% of them stopped purchasing due to a
single disappointing customer support interaction.
• There is no argument that forward thinkers consider
AI technology as a solution that will open the doors
for real-time self-service for customer service
platforms.
• Also, it is true that the technology has power enough
to change the way customer service solutions are
designed. However, there is a massive hype floating
around about how AI assisted responses will
completely replace the need for human agents.
Though most of the
excitement about AI
is due to its two
major capabilities:

a) Machine learning and

b) Natural language processing (NLP)
Let’s learn more about how
much AI can really do for
today’s customer service
representative working in a
call center and for
businesses they work for
 AI as a brand
messenger
In last 5 years, we have seen social
media flooded with people devouring
messaging apps. They are generously
relying on messaging apps not just to
communicate with their closed ones,
but also to engage with brands they
are curious about or familiar with.
Therefore AI-powered, customized,
real-time messaging bot services could
provide an incredible opportunity for
businesses to connect with new and
existing customers and foster a unique
revenue stream.
 AI for well-informed
actions
AI for customer service will not only
make self-service interfaces more
intuitive and economical, but its
intelligence will help anticipate
specific customer needs learning from
their contexts, previous chat history
and preferences.
 One-time investment
for timeless merits

Just 10 support individuals can cost you

as much as $35000, On the other hand,
automating responses via AI enabled
customer service platforms can
minimize this burden by reducing cost
and time.
AI controlled Multi
channels of support
AI technology is not just for
giving direct assistance to
customers, but it can also be
used to usher customer service
path. At times when issues get
complicated, an intelligent
support system will have a
certain capability to direct
customers towards parallel
support channels.
 AI machine learning
for extra support
Any call center with AI machine learning
capabilities can perform well by suggesting
accurate solutions to specific issues. AI’s
learning potential to sense human behavior
patterns can contribute to both agents and
customers.
Precise
predictions and
insight

AI can make predictions about what customers would

want, which ultimately benefits customer service
agents. Such insightful predictions can be translated into
future actions to be taken by customers based on their
choices, likes and visited contents.
Uninterrupted momentum of
service

One of the surprising benefits from using

AI for automating responses is its
independence from time constraints and
holiday offs. This means that at any given
moment customers will be able to interact
with AI robot to resolve issues.
Artificial
Intelligence
offers reliability

AI technology yields such magnitude of reliability

that is hard for human counterparts to achieve. The
inclusion of chatbots helps surmount all possible
barriers and pain points experienced in case of
human customer support agents.
Email support is thinkable with AI

With gradually developed ability to learn from the large dataset, AI

email support can offer certain meaningful solutions just like chatbots. It
can suggest a help article using natural language processing system. It
can even fetch some part of email draft for people working in a call
center.
AI robots mean
precision

unscathed and immensely satisfying to customers’

expectations. Due to the highly capable machine
learning process of AI-enabled chatbots, businesses
can be sure their deliverables will be
Brands can weave engaging
product theories or personalized
recommendations for each
customer, creating an unparalleled
stream of customers each day.
Based on customer reviews and
feedback, it becomes easy to
navigate around their needs and
browsing pattern and customize
web design to individual
customer’s taste.
 The rise of AI-assisted human agent model

Front-end AI chatbots handle common first-level queries learning from

historical tickets, FAQs and support documents, and helps optimize AHT
(Agent Handle Time) to a good extent. Machine learning of AI gives
intelligent agents ability to minimize escalation events, promote FCR
(first contact resolution) and cuts down agent training cost.
 Conclusion
• AI powered chatbots for customer support is
pushing the envelope of innovation and
revolutionizing the way customers are assisted.
• AI means high-quality customer experience,
personalized support, speed & efficiency and cost
saving.
• Of all business segments, customer service is the
one where Artificial Intelligence is hugely
embraced, and companies are confident about how
chatbots can efficiently handle first-level queries
and significantly minimize operational cost.