LOUISVILLE, KENTUCKY
ATLANTA, GEORGIA
CHICAGO, ILLINOIS
CINCINNATI, OHIO
DENVER, COLORADO
MADISON, WISCONSIN
RARITAN, NEW JERSEY
TORONTO, ONTARIO
BANGALORE, INDIA
HYDERABAD, INDIA

V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
TOLL FREE: 844.425.8425
FAX: 502.412.5869

Denver, Colorado

6400 South Fiddlers Green Circle Suite #1150
Greenwood Village, CO 80111

TOLL FREE: 844.425.8425

Chicago, Illinois

311 South Wacker Dr. Suite #1710, Chicago, IL 60606

TOLL FREE: 844.425.8425

Madison, Wisconsin

8401 Greenway Boulevard Suite #100
Middleton, WI 53562

TOLL FREE: 844.425.8425

Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

TOLL FREE: 844.425.8425

Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Phone: 513.771.0050

Raritan, New Jersey

216 Route 206 Suite 22 Hillsborough Raritan, NJ 08844

Phone: 513.771.0050

Toronto, Canada

1 St. Clair Ave W Suite #902, Toronto, Ontario, M4V 1K6

Phone: 416.663.0900

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
3rd Stage Behind Hotel Leela Palace
Kodihalli, Bangalore - 560008 India

The Technology That's Revolutionizing Customer Service

Customer Service Management professionals using chatbot

In recent years, Artificial Intelligence (AI) adoption has increased across many business sectors. One of the main areas experiencing rapid transformation is customer service. Apart from just delivering services, improving the customer experiences is important to attract and retain customers. According to Gartner, customer experience is the newest competitive battlefield.

With intense competition among brands and the availability of alternatives, companies are focusing on developing superior products and services and also enhancing customer experience to attract new customers and ensure brand loyalty. A good customer experience means the customer is likely to not only repeat business but also recommend the business to others. To offer tailored customer experiences, it is important to plot customer personas and match those persona's with relevant experiences. Companies are leveraging AI in customer service to enhance their customer experience.

Ways AI is Driving Customer Service Management

Proactively Understand What Customers Need

With AI-enabled analytics, companies are able to examine large amounts of data, such as customer purchase history and interactions to develop a comprehensive customer persona. This helps businesses understand a customer's specific needs and offer highly personalized recommendations and experiences. Offering this type of personalization manually is nearly impossible. It is challenging for customer service agents to be fully aware of the history of a particular customer. On the other hand, AI can analyze thousands of records and provide accurate customer data points to meet customer needs and improve satisfaction.

Another advantage of AI in customer experience is the ability of the AI to make real-time decisions during a customer interaction. By analyzing real-time interaction data, AI can upsell during the interaction and provide better customer experiences.

Create Hyper-Personalized Experience

Customers in the age of AI are beginning to expect far more personalized products, services, and content than ever before. Based on the customer’s history and interactions, AI can recommend products, services, and content that are tailor-made for that customer. AI  algorithms provide Intelligent recommendations while shopping online, watching videos on streaming services like YouTube, or while searching on Google. Consumers are starting to rely on AI algorithms for assistance in decision-making. Efficiency of AI algorithms is evolving with more and more user data so customers will get a more hyper-personalized experience.

Improve Engagement At Minimal Costs

AI-enabled chatbots can converse with customers in a realistic way and provide accurate and relevant answers to customer queries. This keeps customers engaged throughout their journey. Unlike human customer service agents, chatbots are available around the clock, allowing customers to connect at their convenience. A customer service chatbot can handle many customers without delay. In the case of complex queries, chatbots can handover the task to a human representative.

Chatbots are not meant to replace human employees, but can improve the efficiency of the process. Chatbot interaction data can be used by customer support representatives to offer a more personalized interaction and relevant solutions.

Conclusion

AI has the power to overcome shortcomings in customer service and improve CSM processes immensely for a fulfilling customer experience. It is for this reason that business leaders are aggressively implementing AI in customer service. An MIT Technology Review survey shared that the most active department for AI deployment is customer service. 

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Topics: Chatbots, Customer Service Management, Customer Service

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