Some industries are seeing radical shifts in their daily operations as a direct consequence of the impact of artificial intelligence (AI). Customer service has long been an essential part of many professions, including retail, banking, manufacturing, and even law. In the next years, it will likely become impossible to tell the difference between a person and an AI bot. One of the forecasts given by specialists is this.
Artificial intelligence (AI) based solutions, such as CommBox, are rapidly becoming the norm for managing contact centres as businesses attempt to increase operational efficiency. It paves the way for people to be helped by technology in a way that is both financially sustainable and highly customer-centric. The increasing involvement of large technological companies like Google, Microsoft, and Facebook has hastened the transition to a customer-focused business model.
Artificial intelligence (AI) has already shown its worth in customer service via its ability to reduce expenses, increase the productivity of employees, increase sales, and improve the satisfaction of customers. All these great benefits make it seem inevitable that the technology would be used extensively in the relevant industry.
In this article, we’ll look at the role that AI is playing in the development and maintenance of customer service, as well as the imperatives that have business leaders investing in ai for customer service.
Enhancing the Human Consumer’s Journey
Despite the fact that the Gartner statistics may sound scary, it is important to remember that the bulk of customer expectations are quite easy. Artificial intelligence (AI) technology may be able to handle the vast majority of tasks independently of human intervention, freeing up resources for companies to devote to workers who really have specialist knowledge. AI will be used to assist and work alongside people, freeing them from mundane activities that hinder them from focusing on the customers who really need their aid.
Teleoperated conversation between bots and humans
In this way, CommBox and similar systems realise that AI has the potential to improve on communication. Using artificial intelligence, a humanoid bot will be programmed to ask the correct questions at the right time in order to nurture leads. When the robot gets stumped on a customer’s inquiry, it will expertly hand them along to a human representative. In any case, the bot is programmed to provide satisfactory responses to the overwhelming majority of inquiries.
The goal is to reduce the frustration that people have when trying to use a bot-only solution that lacks the necessary knowledge to resolve the problem. Although many companies use generic bots to address customer service inquiries, CommBox determines the best response for each customer.
The service is available around the clock.
Consumers are increasingly preferring texting over social networking as their primary means of communication. Nowadays, more people choose to communicate through text than any other medium. A key benefit of AI is that it works 24/7 with no downtime. The use of AI means that even if a customer has a query at 3 a.m., it may be answered. This might be quite helpful for companies with a global presence who are aiming to enhance their customer support offerings.
