How To Improve Customer Service In a Post-Pandemic, AI-Powered World

AI technology is transforming business processes in ways we never imagined before.

More than ever, customer support teams can leverage AI to level up a company’s customer experience.

If applied correctly, AI in customer service can impact how your team interacts with customers.

How to Improve Customer Service with AI

Here are helpful ways your team can use AI to power up customer service.

1. Chatbots

Chatbots are the first thing on our minds when considering the intersection between customer service and AI.

They provide quick responses to customer questions. Customers often find what they are looking for, especially for generic queries.

The responses are automatic and available 24/7, saving your customers and reps time.

But remember, bots may not handle complex customer requests, so you should use them alongside  customer support virtual assistants to provide much-needed human help to complex customer requests.

2. Augmented Messaging

As aforementioned, chatbots generate quick responses and can solve minor issues. However, most chatbots won’t process sensitive or complex customer issues.

And that’s where augmented messaging comes in. An augmented AI tool identifies a scenario where a human agent should intervene and assist the customer for more personification.

Bots provide automatic responses to save time for reps and customers but won’t do like a human would. On the contrary, an augmented messaging tool offers you the best of both worlds.

3. Self-Service Resources

Businesses with FAQ and knowledge base pages save a lot of time for the reps and users.

Here’s the problem: creating such pages can be time-consuming.

However, AI writing softwares like ChatGPT can be helpful. These tools work by synthesizing existing content and generating copy based on a desired topic.

Using this copy, you can create powerful knowledge base articles and provide answers to dozens of frequently asked questions about your service or product.

4. Sentiment Analysis

Modern bots are integrated with sentiment analysis software, such as natural language processing tools, to help interpret customer responses.

This functionality lets the bot know how to respond whenever the user reacts in a particular way. That way, your customer service bot won’t escalate a customer’s emotions when trying to assist them.

For example, the Grammarly tone detector can analyze your email text’s tone to tell you how it sounds and how your audience will perceive it before hitting send.

5. Data Management

The most crucial AI tools are those integrated with your internal customer data software like CRM.

You can pair AI tools with the company’s CRM, so your service agents can access customer data and serve customers quickly.

For example, if you run a web hosting business and an existing customer joins a live chat, you just need their email or account number to pull out every other detail related to the account.

6. Use Machine Learning to Predict Customer Behavior

Machine learning uses AI to predict customer behavior. It analyzes massive data and pulls out actionable insights for anticipating customer sentiments, forecasting trends, and solving future problems.

You can use machine learning’s predictive analysis to tell the subsequent customer communication response. Machine learning can help you have a better output based on customer history and FAQs.

Wrap Up

Implementing AI in your customer service department can save time and enhance customer experience. For better results, combine AI with the service of human virtual assistants.

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