How is AI Impacting Customer Service?

Over recent years, Artificial Intelligence (AI) has evolved from a thing of science fiction into a solution being employed by an increasing number of businesses. As natural language processing capabilities increase, AIs are becoming an integral part of more customer service experiences, allowing customers to gain access to critical information in a more efficient manner.

However, what AI has to offer goes well beyond what most people picture when they think of AI. While technologies like chatbots represent the most common interaction, these systems have significantly more capabilities.

If you are wondering how AI is impacting customer service, here are three fundamental capabilities customer service-oriented AIs now offer.

Data Unification

If AI is going to be effective, it needs access to a large pool of relevant data. While gathering and centralizing such information used to be incredibly tedious and somewhat daunting, data unification tools are now expediting these processes.

Information from numerous data sources can now be connected and compiled thanks to customer journey analytics platforms. Often, even complex data collection activities can be managed in just days (instead of weeks), while simpler ones can be completed in as little as one day.

Real-Time Insights

For AI to have a positive impact on customer interactions, information delivery needs to be nearly instantaneous. Additionally, AI has to be integrated into a variety of potential customer touchpoints, ensuring the right data can be provided through each mechanism.

Newer customer journey analytics platforms are ensuring the above goals can be met through the use of APIs that can deliver comprehensive details in real time. This increases overall operational efficiency and limits the chances that a poor experience will occur.

Business Context

While certain touchpoints, like email, are nearly universally used in the business world, each company is also unique. The customer journey varies from one to the next, so AI can only deliver genuine value if it can adapt to the organization.

Additionally, AI needs to have insight into the importance of the customer journey as well as the KPIs that were altered by a customer’s behavior, creating a sense of business context. Then, the system can identify next steps that are optimal to that particular segment of the audience, recognizing the aspects of the interaction that are unique beyond the form of contact.

Ultimately, AI is becoming more capable and powerful with every passing year, allowing these solutions to provide an increasing amount of value to organizations in a variety of industries. As the technologies continue to grow and improve, the quality of the customer journey is also enhanced, promoting higher levels of efficiency, productivity and overall profitability.

If you’d like to learn more about how AI is impacting customer service, the team at The Squires Group would be happy to answer your questions. Contact us to speak with one of our industry experts today and see how our experience can benefit you.


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