AI, artificial intelligence, today affects the vast majority of companies and societal functions. It is applied to more and more areas every day, and one of the fastest growing is customer service. Many companies today choose to implement AI in the customer service process in order to try to solve certain questions without the involvement of a real employee, as far as possible. As with most things, there are advantages and challenges to using AI in the area of customer service, and here you can read more about what these are and the impact that AI has on companies’ customer service today.
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Examples of AI in customer service
There are a number of common ways to use AI in the customer service area and here you will learn more about what these are.
- Chatbots
This is the most common form of AI in customer service. You can normally find them when you visit the company’s website and click on “contact customer service”. There you can ask your question to a virtual assistant who can forward you to a physical person if you need it. However, it is often possible to get an answer immediately.
- NLP – Natural language processing
This is a kind of AI that teaches the computer or AI model to understand human language. This is smart for analyzing customer questions and providing accurate answers. The technology is used in so-called chatbots and also to analyze customer emails and social media.
- Sentiment analysis
This type of AI can be used to analyze whether a customer has positive or negative feelings towards a specific product by analyzing customer feedback.
- Predictive analytics
This type of AI uses this type of analysis to develop solutions that will help the company in the future. In short, it predicts customers’ behaviors and patterns in order to try to solve even more problems in the future.
- Text analysis
Last but not least, you can also use AI to analyze text in the form of, for example, reviews and thereby be able to categorize text and understand the context to create better solutions for the future.
Advantages of AI in customer service
There are a number of advantages to using AI in customer service and below you will find the most common ones.
- Faster response times
With AI, you can give customers shorter response times than if physical employees answer every question that comes into the company. A chatbot answers the questions it can immediately when the customer wonders about something.
- Reduced costs
You also save money because you don’t have to hire as many employees when you also have AI to help answer incoming questions. This gives more room for the company’s finances.
- Increased efficiency
The work with customer service will also be more efficient because only the issues that AI cannot solve will have to be handled by the employees. It is simply a more efficient work process that will make customer satisfaction greater and employees more satisfied with their work tasks.
- Data-driven insights
Last but not least, you will also be able to get numerous data-driven insights through AI, which in turn will help you further improve and optimize your work processes.
Challenges that can only be solved by human hands
However, there are a number of challenges with AI that can only be solved with the help of humans and physical employees who help with various issues. There, it can be smart to enlist the help of an agency such as Online Sweden, which helps you with the outsourcing of customer service, where AI functions as part of a larger organization that handles every question that comes into the company in a professional manner. It is simply important to make sure that you hire customer service employees who know what they are doing and who can be the face of the company while also making customer service decisions that optimize the company’s finances in the very best way.
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