Is artificial intelligence the future of customer service? That’s the question posed by Jason Chernofsky in a recent article on The Next Web. It’s a brief, and decent, read that’s definitely worth a few minutes of your time.
It summarises some of the main talking points in AI’s growth in the world of customer service; namely how AI can help visitors to self-serve, the benefits (both in terms of cost and customer experience) that AI tools are primed to deliver and it also touches on the continued rise of chatbots.
The future is intelligent
Artificial intelligence will come to define the future of customer service. That’s what we believe. But, although chatbots will probably become the handsome poster boys of the AI-as-a-service revolution, the real impact felt by large organizations won’t be in the robotic stripping of human-to-human contact. It will be in the intuitive ways that it helps businesses to operate a more seamless customer service operations.
Understanding consumer behavior, and needs, has always been central to providing an acceptable standard of customer service. And the ability to be able to do this is generally graded depending on how close the company can get to the consumer.
With face-to-face interactions, it’s easy to interpret the motivations of the consumer. Over the phone and chat, it’s slightly more difficult. On a website which isn’t enabled with any degree of Intelligence, it’s impossible.
Making websites more human
Artificial Intelligence is making that impossible connection, possible. By using machine-learning algorithms that translate behavioral data into on-site messaging, and by understanding the motivations of otherwise completely anonymous web visitors, artificial intelligence is quietly transforming the way that businesses are able to immediately relate to their consumers.
If a company website knows that a visitor has a customer service issue, the AI will encourage that customer to self-serve. If a website knows that a visitor needs assistance from a company advisor to complete their purchase, the AI will ensure that they get the help that they need.
Understand anonymous visitors
In this way, artificial intelligence has now developed to the stage where companies are as able to understand their anonymous web visitors as they are the customers who walk into a bricks-and-mortar store.
That’s exciting. That’s why artificial intelligence isn’t just the future of customer service; it’s the most exciting tool that a customer service minded company can invest in, today. And that’s what Now Interact has been working on since 2010. Read more about our solutions here.