Six Real-World Examples of AI in Customer Support
Artificial Intelligence (AI) has become an increasingly popular tool for customer service as it can provide automated responses to customer inquiries. AI is able to understand natural language so that customers have an easier time getting the help they need. For optimal AI integration in customer service teams, it is essential to examine and optimize your AI model’s performance.
Getting started with customer service automation is a straightforward process when you’ve got the right tools. A noticeable improvement in operational efficiency, data visibility, and customer satisfaction. Now that you have seen how companies leverage AI to boost their customer experiences, let’s look at some real-life examples of companies executing this.
Tools for the world’s most customer-centric businesses
Chatbots rely on pre-programmed responses and may struggle to understand nuanced inquiries or provide customized solutions beyond their programmed capabilities. When a query surpasses the AI chatbot’s knowledge or requires a human touch, the AI automatically routes the conversation to human support teams, so customers can get the best possible experience. If queries like these comprise half a company’s total customer support request tickets, that’s a huge time savings for its agents. For unresolved questions, chatbots can connect customers to available agents, helping ensure that those agents are only getting the more complex or higher-value tickets. AI can be used in customer service to help streamline workflows for agents while improving experiences for the customers themselves through automation. Some of the more common uses of AI in this space are support ticket sorters and chatbots (like my favorite regional fast food chain’s personalized order-taker), but that’s really just the tip of the breakfast burrito.
Thanks to modern technology, chatbots are no longer the only way customer service teams can leverage AI to improve the customer experience. AI Customer Service is an artificial intelligence system that interacts with customers on behalf of a company. The AI system is programmed to respond to customer queries and requests, and it can simulate a human conversation by using natural language processing. Zendesk advanced bots come with pre-trained customer intent models that can address common, industry-specific customer issues based on customer service data.
Software
That’s because they’re one of the first AI tools to be used for serving customers. Keep reading to learn how you can leverage AI for customer service — and why you should. Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future. For regular updates on customer experience, sign up for her weekly newsletter here. Recent progress in AI, particularly the arrival of large language models and ChatGPT, have had us rethinking our approach to the value and application of AI in customer service.
Customers and businesses alike are getting excited about AI and its potential to make their lives easier, drive efficiency, and provide better experiences. In the support sphere, CX leaders across industries are looking to see how this tech can benefit their brand. But in a crowded market — where every AI-powered support automation provider offers the world (and more) — it can be hard to choose the right AI solution for your customer service. It collaborated with IBM to develop an AI customer service chatbot that customers access on the web or their mobile app to place orders. Flexible and intuitive, AI chatbots are driven by NLP, natural language generation (NLG) and neural networks. They understand and identify customer requests more easily and interact with users in a natural, human-like manner, plus remember those interactions.
AI in customer service FAQs
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