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4 Reasons Why AI Helps Customer Service
Automation supported by artificial intelligence (AI) is already here. It is not in the future anymore. What are 4 Reasons why AI helps customer service? We will provide four reasons beyond the existing customer service automation.
Even though AI customer service is not working flawlessly, automation already is. From food delivery to autonomous home devices and automatic check-ins at resorts to airport luggage check-ins, automation has slowly become an essential part of our everyday lives. This article will provide four reasons why AI automation will assist in customer service even more in the future.
What Does Survey Data Say About AI?
A Gartner survey predicted that soon over 80-percent of all customers would be handled by autonomous systems. Automatic AI-powered systems will benefit your clients/customers and help improve your support team and agents' overall performance. In addition, your agents will now be able to save both effort and time. For instance, by letting virtual assistants go through rigorous information searches, they do not have to spend the time to research better solutions themselves.
Agents that use innovative systems tend to get smarter themselves. And when you can resolve problems more accurately in less time, you are bound to save a lot on your business's customer service. If that is not enough, some AI-powered systems can even handle specific queries on their own. For instance, addressing the most common questions means that companies can fully automate their front-end support. Above all, the back-end teams can improve accuracy and performance by using the information that automatically comes to them.
Let us see a few other reasons why AI customer service systems are the way of the future. In other words, what are four reasons why AI helps customer service?
1. Solving customer service issues before they even arise
Steve Job's understanding of what customers want is why he was able to make Apple so successful. He claimed you had to give people what they want because they do not know what they want themselves. Above all, AI-powered systems can bring this to life in the customer support part of a business.
Because AI customer service tools can track customer behavior at all levels, they can predict customer problems before they even happen with deep learning systems. Therefore, predictions can be made by understanding how your customers interact with your brand and vice versa. We have seen this in the Zoho Intelligent Assistant (ZIA) included as part of Zoho One and Zoho CRM.
Above all, the most significant benefit of having automated customer service systems is that they can audit incredibly long lists of websites and applications. An AI-backed automated system can determine the distressful or illogical elements a customer might face during the buying process. The system may also be able to preempt the situation and provide a resolution even before the query comes up.
2. People need practice. AI does not
Hiring and training support agents cost significant capital and time. One of the most critical challenges most call centers face is staff attrition. Staff attrition reduces the effectiveness or strength of a call center due to decreased staff strength. In other words, staff attrition will eventually force you to both hire and train new team members all over again. Besides, you will have to reinvest in resources retraining team members. When you combine this with increased client handling times, you get bad customer experiences.
When you compare the cost of setting up a physical call center against AI customer service systems that cost way less, the latter has economic advantages. As the technology improves over time, AI automation should become unequivocally superior. Similarly, even if you already have a competent staff, processes might get revised with improved AI automation. After that, your team might need retraining. On the other hand, the design of automated customer support centers copes with any changes. The worst-case scenario is the need for reconfigurations or staff changes.
3. Creating a defined sense of reliability
AI-backed, automated customer service can provide you with the support systems customers want. Many businesses are now dying to get their hands on these systems for improved customer service. One of the best things about using AI customer service systems is that they come with numerous personalization options with no emotions. Because emotions are a huge part of human existence, human representatives are likely to get biased sometimes. On the other hand, automated agents do not have such emotions and can cater appropriately to all kinds of customers.
However, if you wonder how you can cater to the customer with a complex issue that can only be attended to by a human, note that these AI-backed systems can typically transfer a query to a human manager/agent. The manager/agent chosen will then use the records and resources to address the customer's problem. Therefore, with both the records and background of the complex issue, agents can solve problems much faster. Everyone should experience minimal frustration or the hassle that comes with handling simple calls from beginning to end.
4. Encouraging self-service processes to help customer service
The customer service space is changing faster than most businesses imagined it would. The need to reduce human costs while improving customer service and experience exemplifies what is in demand today. Millennials generally do not like being forced to interact with human agents. Nothing suits today's consumers more than getting their issues resolved 24x7 by interactive systems that significantly outperform most humans.
The most crucial thing modern-day businesses should be able to do is effectively adapt to changing times. Those that do not adapt will eventually be outcompeted by those that do. As a business, you should be able to gauge what the current customer, as well as the upcoming customer, will need. The next generation of customers will have higher expectations and will be even more self-reliant. Therefore, developing automated, AI customer service systems now will be a competitive advantage in your near future.
How Can You Learn More About AI and Customer Service?
In today's competitive, tech-savvy business world, you cannot expect sustainable growth if you do not consider AI customer service systems. AI automation can improve customer service, reduce costs, and provide more scalability. Hopefully, these four reasons why AI helps customer service have given you an insight into the future.
Self-service customer support systems are now upon us, so do not be left behind. Agents and support representatives already have some automation. With AI improvements arriving, fewer people may be able to handle your customer service requirements. These systems are what the new generation of consumer wants. Hopefully, this article has helped show you why these systems are the future, as well as why you should start integrating them into your business.
Understand the latest in emerging technologies, including AI, in our Emerging Technology courses. Learn about CRM here, or attend CPE courses on accounting and customer support systems in small business accounting with add-ons or mid-market accounting, which frequently includes CRM and customer support systems.
Now is the time to prepare for the future by learning about these technologies and how they will impact and potentially disrupt current business practices. Check out the CPE Today podcast on emerging tech which focuses on new and upcoming technologies such as blockchain, cryptocurrency, big data, artificial intelligence, and machine learning.