AI & CUSTOMER EXPERIENCE: HOW COVID-19 HAS TRANSOFRMED CUSTOMER SERVICE
Artificial Intelligence and Customer Experience: How COVID-19 has transformed Customer Service The COVID-19 pandemic has prompted significant growth in the use of artificial intelligence in customer service - an area that was already well on its way to becoming a norm, writes Pranay Jain, co-founder of Enterprise Bot
are likely to face similar problems based on automated clustering and prediction, to reduce the volume of inbound calls • When an agent is in conversation it can provide the agent with response suggestions in terms of both content and tone to help improve customer experience. These changes don’t mean that AI will replace customer support agents. Still, we’re moving into a new paradigm of the knowledge worker, where the agent can focus on bigger issues and is assisted by “smart knowledge” provided by the AI while also directly resolving the repetitive queries that take up so much of a customer service agent’s time.
Do you remember the times of calling up an airline, a bank, or your insurance company only to sit on hold for upward of an hour as you slowly moved up the ladder of priority, repeatedly told by a robotic, pre-recorded voice that “your call is important to us, please stay on the line?” AI in machine learning is slowly changing this experience. With further improvements in AI we will continue to see a better and more customer-centric future While we have certainly moved away from with faster resolution times. the over-hyped idea that AI would solve every customer experience problem, there is certainly a Small and medium enterprises (SMEs) have much clearer understanding of what it can do: generally shied away from AI assistance in customer • Solve 60% of the queries coming into a contact support, in part because of a fear that setting up centre, most of which are repetitive but those systems is too complicated and expensive. extremely expensive and time-consuming. Until recently, a reliable and useful AI system would • Using big data to highlight issues in service and cost anywhere from $150,000-$300,000, making helping the company improve its offering. it prohibitive for most SMEs. There now exists • Proactively notify customers of issues who “pre-trained” models, that allow for businesses
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