Customer service is one of the most prevalent uses of artificial intelligence (AI). Businesses of all sizes have begun utilizing AI voice assistants and customer care bots to respond to consumer inquiries and algorithms to enhance user experiences and product recommendations.
With the launch of ChatGPT, artificial intelligence is developing more quickly than before. There are broad ramifications for customer service. Because of this, chatbots may provide clients with prompt, helpful responses, outperforming humans and saving businesses money on labor.
This examination of artificial intelligence in customer care will cover the current state of the field, examine a number of real-world applications, and forecast its future.
AI: What Is It?
Fundamentally, artificial intelligence (AI) is the capacity of computers and other machines to carry out operations that ordinarily call for human intelligence. Machine learning, which allows computers to learn from new data and mathematical models, is one of the most popular uses of artificial intelligence.
Learning Machines
One method used to train artificial intelligence programs is machine learning.
For instance, machine learning is the mechanism that enables Netflix (NFLX 1.34%) to choose which TV series to suggest and Meta Platforms’ (META -0.86%) Facebook to ban nude photos. It can also assist chatbots in customer care in learning the optimal response to various consumer inquiries.
Neural networks, robotics, computer vision, speech recognition, and natural language processing—the foundation of ChatGPT and other big language models—are examples of other AI applications. These innovations demonstrate the breadth of AI applications beyond machine learning. The advantages of AI in customer service are facilitated by a number of these technologies.
Five Ways AI Is Being Used In Customer Service
These are a few of the most popular applications of AI in customer service by businesses.
- Automation Of Customer Service
One of the most prevalent uses of AI in customer service is automation. You’ve most likely come across some kind of automation through a chatbot or another channel if you’ve gotten in touch with a business online.
Whether utilized by airlines, shops, or other industries, automated solutions enable firms to manage simple issues and low-hanging fruit without requiring the employment of human agents. In addition to reducing the possibility of human mistake, automation techniques guarantee that clients will receive a response even in the event that a human agent is not available.
Through client inquiries, automated procedures can also find leads, connect them with marketing contacts, and help with customer support. Numerous businesses provide AI customer care solutions, such as Pegasystems (PEGA 1.48%), which use intelligent chatbots and natural language processing to assist customers and direct human agents.
- Chatbots
Although chatbots and automation in AI have similarities, chatbots are more than just automation. Because they are available around-the-clock and can answer simple questions, like those found in a frequently asked questions section, chatbots serve as a helpful addition to human customer support representatives.
Additionally, these bots can be integrated with a variety of platforms, including well-known chat apps like Slack, WhatsApp, and Facebook Messenger. Additionally, a chatbot can assist in launching a new brand by offering proactive customer support to a certain consumer demographic, such as new parents.
As an illustration, Johnson & Johnson’s (JNJ -0.26%) BabyCenter UK has introduced a Facebook Messenger chatbot to assist in responding to inquiries from parents. In 2018, Johnson & Johnson Vision introduced a virtual assistant dubbed Andy, demonstrating the company’s early adoption of artificial intelligence in customer support.
After a purchase, these tools can also provide customers with a more upscale experience. For instance, Nike (NKE -3.51%) offers a more individualized experience to its clients by using chatbots on Facebook and other social media platforms to suggest products that best suit their preferences and needs.
- Voice Assistants
Voice assistants are another well-liked AI tool for customer support. Alphabet’s (GOOGL 3.8%) (GOOG 3.76%) Google Assistant, Amazon’s (AMZN 3.02%) Alexa, and Apple’s (AAPL 0.21%) Siri are arguably the most well-known voice assistants. They all provide customer support for the businesses that produce them as well as those that interact with them.
Customers do, however, come into contact with AI voice assistants through other channels, such as the phone. For instance, conversational AI speech bots that can answer consumer calls are available from the startup tech company PolyAI. According to PolyAI, its technology enables businesses to boost capacity, enhance revenue, and minimize labor costs.
The technology relies on artificial intelligence (AI) components such as context, intent detection, natural language understanding, and speech-to-text. Routing calls and scheduling are examples of basic voice-bot functions. Developing a working speech bot is more difficult than developing a chatbot, which operates on written text, because voice technology requires AI to comprehend spoken words.
- Analysis Of Sentiment
These days, chatbots can identify the tone of a conversation based on the words being used, in addition to conversing with humans. That can guide the chatbot’s response to the query. For instance, it might react differently to an irate consumer than to a composed one. The bot may refrain from taking any action that would inflame a customer’s anger.
The AI grammar and spell checker Grammarly provides a useful illustration of sentiment analysis in action. Its features will give you comments on the tone of your writing, including if it is official, straightforward, or motivational.
Since a human will probably want to come across as polite and helpful in a customer care email, those kinds of technologies can also help guide how a human answers. They are therefore useful for both human customer support representatives and bots.
- Customer Service With Machine Learning
Customer service is impacted by machine learning, even though it is more well-known for its use in AI applications like recommendation algorithms. For instance, it can reject credit card transactions that appear fraudulent or create a targeted marketing campaign based on demographics or a specific type of client profile.
AI agents can handle some consumer requests fully independently thanks to machine learning, which also makes them more efficient and better able to anticipate customer needs.
Additionally, it enhances customer service by examining support requests to identify areas where the customer experience needs to be improved. It can also help guide the creation of FAQ lists and other material on a business’s website so that customers can assist themselves before calling customer care.
Will Customer Service Be Transformed By AI?
Customer service has already been dramatically altered by AI, and it is now commonplace to be welcomed by a bot or other AI when you first get in touch with a business. Although businesses are sure to keep investing in AI, the Biden administration recently proposed a new rule that would make it easy for customers to speak with a human when necessary.
AI will very certainly grow in value as a customer service tool in the future. Since AI offers clients faster and occasionally better service, there is a natural incentive for organizations to adopt technology in customer service. Additionally, it eliminates the costs associated with employing and staffing human workers, as well as labor costs.
Although pure-play AI customer service stocks aren’t always available, you should think about investing in AI exchange-traded funds (ETFs), AI chatbots, or ChatGPT investment opportunities, as these offer a variety of ways to gain exposure to AI.
AI will most likely increase quickly in customer service and other applications over the next few years as it continues to revolutionize customer service.