Who hasn't called a customer service center and been consistently attended to by "the same agent"? The recording asks simple questions, such as the subject you wish to discuss, and you only need to speak instead of using the phone's keypad. This strategy streamlines various processes and is one of the most basic examples of intelligent customer service. So, how has this customer service technology advanced in this regard? Continue reading this article, because AI in customer service is the subject of our post today!
SEE ALSO: "Boost your customer service on WhatsApp"
SEE ALSO: “How can automation improve your company’s efficiency?”
What is artificial intelligence?
AI is a technology that allows machines and systems to perform tasks that would normally require human intelligence., such as voice recognition, natural language understanding, learning, and reasoning. One of the most promising applications of AI is in customer service, where it can offer benefits for both businesses and consumers.
Customer service is one of the main factors influencing customer satisfaction and loyalty. However, traditional customer service, based on human agents, is often expensive, time-consuming, and inconsistent. Furthermore, customers are increasingly demanding and prefer to resolve their problems quickly and conveniently, without depending on specific hours or channels.
In this context, AI can offer an efficient and innovative solution for customer service through features such as:
Chatbots: These are computer programs that simulate a human conversation, using natural language, to interact with customers and resolve their questions or requests. Chatbots can be integrated into various communication channels, such as websites, apps, social media, or instant messaging services.They can offer quick and accurate answers, 24 hours a day, 7 days a week, reducing wait times and operating costs. Furthermore, they can learn from previous interactions and adapt to customer preferences and needs.
Virtual assistants: These are AI systems that use voice or gestures to interact with customers and offer personalized services. They They can be incorporated into devices such as smartphones, tablets, computers, or smart speakers.They can perform tasks such as searching for information, making reservations, purchasing products, controlling other devices, or entertaining users. They also offer a more natural and intuitive experience, increasing customer trust and satisfaction.
Data analysis: AI is the process of collecting, organizing, and interpreting data to extract insights and make decisions. It assists in analyzing customer service data, using techniques such as text mining, natural language processing, or machine learning. It also identifies patterns, trends, sentiments, opinions, or customer feedback, generating reports and recommendations to improve service. It can also predict customer behavior or needs, allowing it to offer proactive or customized solutions.
AI in customer service is a trend that provides competitive advantages for companies and added value for consumers. It is capable of improving the quality, efficiency, and convenience of service, as well as generating new business opportunities and innovation. However, it is important to remember that it also brings ethical, social, and technical challenges that need to be considered and regulated.
If you want to incorporate Artificial Intelligence into your company's customer service, connect with us. Matrix OMINI – An automation platform that combines advanced natural language processing, machine learning, and data analytics tools. It offers a complete solution that surpasses conventional chatbots, giving your company a competitive edge in the market. Speak to our consultant. Discover how Matrix OMINI can transform your customer service!
READ ALSO: "Google Bard: Learn all about Google's Artificial Intelligence Chatbot"
READ ALSO: "ChatGPT: real-time searches and up-to-date information"
