How AI is Transforming the Nature of Customer Service

In today’s economy, innovation is a major key to the success of any company. In the realm of customer service, the technological advancements surrounding artificial intelligence have been paramount to providing effective and efficient customer experiences (also known as CX). While hybrid models that allow for both a live agent and a bot to assist clients are undeniably the ideal route to take for most businesses, artificial intelligence does possess the power to stand on its own as a company’s sole provider of customer service.

In fact, conversational commerce is becoming the new normal. This brand of commerce refers to the union of chat technologies and artificial intelligence to provide customers with instantaneous interactions that work to make any company’s CX top tier.

At Innovative Vision, we have witnessed firsthand the power that artificial intelligence has on customer service. Here are some of the top ways that this technology has redefined the meaning of CX:

Chatbots Taking the Lead

In the digital age, immediacy has never been so vital. Consumers are now, unlike ever before, able to receive information in the blink of an eye. This makes the idea of being placed on hold with a companies customer service department highly unattractive. Chatbots are the business solution of the century, as they provide instant answers to any and all of your customers questions regardless of whether they are simple or detailed inquiries.

While implementing chatbots into your company’s CX arsenal requires an initial investment, in the grand scheme of things, this technology actually allows businesses to save capital by cutting their customer care costs.

Customer Care Reps Work Smarter

As previously touched upon, hybrid artificial intelligence experiences are the ultimate way for companies to ensure they are meeting their clients’ needs across the board. This is due to the fact that when chatbots handle the bulk of consumer issues, your company’s customer care agents are free to focus on any intricate issues that may require more than an intelligent bot to resolve.

Furthermore, the willingness or ability to engage with a chatbot is based on a variety of factors, including demographics. While millennials and Gen Y individuals may be more enthused about the idea of communicating with an efficient bot, older individuals may prefer the personal touch of speaking with a representative over the phone.

The Contact Centre Experience

On the note of increased productivity, artificial intelligence has the ability to create streamlined contact centres for companies. Reducing your cost-per-call has never been as simple as it is with the technology known as smart interactive voice response (IVR). Smart IVR allows customers to determine what type of CX they require and empowers them to solve simple issues on their own, without relying on the assistance of an agent all while using natural language.

A New Marketing Frontier

Artificial intelligence technology has the ability to learn more about your consumers than even a top marketing executive could, solely through the vast collection of data that your company receives from them each time they interact with your website.

Customer purchasing patterns can be easily interpreted to truly hone in on your target market. Therefore, it is with this data that artificial intelligence is able to provide a wide range of CX services to your customers, from providing recommendations for products they are likely to buy, to even reminding them when there is a sale on a product that they were looking at on your website.

As technologies continue to evolve and artificial intelligence becomes more advanced, companies will be expected to remain on the forefront of these developments. Becoming an early adopter of any new innovations in intelligence is a surefire way for companies to stay ahead of the competition and ensure they are meeting their customers needs at every corner.

At Innovative Vision, we provide our clients with solutions to all of their customer care issues. Specializing in contact centre BPO and analytics, we offer omnichannel solutions that provide a balance of live agent and artificial intelligence to help reduce the costs and improve the productivity of our clients companies. Interested in our expertise? Drop us a line today to learn more about how we can help you!

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