Importance of Artificial Intelligence in Customer Service
The use of artificial intelligence in customer service is not only revolutionizing the customer support function but also improving customer loyalty and its brand reputation.
A Gartner report predicts that by next year (2020), around 85% of customer interactions with businesses will be automated without any human intervention.
What is Automated Customer Service and how it improves Customer Satisfaction?
Automated customer service is a business process aimed to eliminate (or reduce) the level of human involvement in providing customer service.
Customer self service Most customers like to solve a problem or answer queries on their own. Among the leading lessons learned from customer service statistics, 73% of customers want to solve product or service-related issues on their own, while 64% try to solve their issues before contacting customer service.
An example of customer self-service is the Frequently Asked Questions (or FAQ) page on business websites.
The 2019 Chatbot report predicts that the use of AI in banking customer service will automate 90% of customer interactions using chatbots by the year 2022.
The use of chatbots is drastically reducing customer wait times and quicker resolution of their queries, thus improving customer loyalty. Chatbots with Natural Language Processing or NLP capabilities are resolving customer complaints through faster responses, thus elevating customer satisfaction.
Customer Experience: Beyond the use of chatbots and self-service platforms, AI-driven automation is transforming the customer experience by customizing product offerings personalized to their individual needs.
Role of AI Technology in Customer Feedback Quoted by Sir David Brailsford of the British Cycling Squad, “Clear feedback is the cornerstone of improvement.” This principle is also crucial for any customer-centric business.
Customer feedback analysis enables businesses to:
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Develop their business strategy based on positive and negative comments and sales trends.
Identify the root of customer problems and evaluate possible business solutions. ď‚ą
Identify customer needs and build a strong business connection with users.
Obtaining Customer Feedback using AI
Sentiment analysis Sentiment analysis in customer feedback is a proven technique of evaluating what customers think of your company and brand. AI-based text analytics tools can gauge and categorize the feedback as positive, negative, or neutral.
Text analysis Text analysis in customer feedback is a form of qualitative analysis where you can assess your customer’s sentiments and feedback in a more detailed model.
Customer service analytics Customer service analytics is an effective mode of evaluating all CS-related activities and determine how to improve its quality and cut costs.
Categorization of customer feedback using machine learning
Categorization is a crucial tool for businesses to determine client perception about your products and services, along with the common issue to be handled.
Customer reviews Machine learning tools in customer reviews can be used to analyze product reviews and categorizing them as either positive, negative, or neutral.
Conclusion In any competitive business environment, listening to customers and solving their pain points is the only way for businesses to retain customers and build loyalty
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