Artificial Intelligence (AI), is no longer a piece of science fiction, but an integral part of our commonplace reality. Today, more and more companies take advantage of AI to automate and improve different business processes. According to Statista, in 2021, global AI market amounted to $327,5bn and global AI software market revenue reached $247,6bn.
Excellent customer service, in turn, is a prerequisite for the company's success. Whereas customers still care about price and product quality, they start paying more and more attention to the company's ability to provide value beyond the initial purchase. 3 out of 5 customers say that good customer service wins their loyalty towards the company's brand. With Covid-19 urging businesses to move online to an ever greater degree, AI gradually becomes one of the cornerstones of remote customer care operations.
5 Advantages of AI in Customer Service
Since customer service flows into the company's entire business structure, the advantages of AI can quickly be perceived by the entire organization. AI does not seek to replace customer service teams. Instead, it struggles to make them more efficient, by adjusting or replicating real human relationships. Here are 5 most important benefits that AI offers to customer service:
- Availability 24/7: AI is available for customers 24 hours a day, 7 hours a week. This full-time availability makes customers feel constantly supported in real time.
- Instant problem-solving: Virtual assistants and chatbots are multitask. They can work simultaneously with large numbers of customers and provide quick solutions to their various problems.
- Accurate customer experience: AI learns from all interactions with each customer. It uses the collected information to personalize customer experience with respect to specific customer requests or concerns.
- Strong customer engagement: AI-powered customer service creates a close connection between customers and the company, thus 'gamificating' the overall customer experience.
- Predictive customer relationship: Thanks to AI-supported customer service, companies adapt better and faster to customers' specific needs and wants.