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AI and Its Impact on the Customer Service Sector

Artificial intelligence has been around for quite a while now, and it’s already made a strong impact on many sectors. It should be no surprise that customer service has been one of the most affected ones, and it looks like we’re only seeing the tip of the iceberg in terms of what’s possible, too. Many changes are coming up on the horizon, and with the fast adoption rates that we’re seeing in many companies, it’s only a matter of time before this technology will have an even more central spot in the current environment.

The Rise of Machine Learning and NLP

Machine learning and natural language processing (NLP) are pretty much at the forefront of these developments. They have an inherent link with customer service that’s hard to ignore, especially when it comes to direct interaction with users. NLP in particular has been very useful because it’s enabled companies to provide much more advanced channels of communication with their users which were simply not possible before. Responses can now be provided faster, more accurately, and according to every circumstance of the current situation.

Communication Made Easy

And that brings us to our next point. Talking to customers today is much easier than ever before thanks to the impact of artificial intelligence on the market. Even less experienced support specialists can now talk to users on more advanced, complicated topics with confidence, and they can easily escalate the issue with the help of advanced AI guidance. This is a huge step forward from the way things worked in the past, and many companies have started to adapt to that as well.

Identifying Customer Issues Preemptively

It’s even possible to know what kinds of issues a user might have before they even crop up, and address them preemptively. This is something that might seem like magic to an outside observer unfamiliar with the underlying technology, but it’s very real, and it will keep getting better. In some cases, users are actually getting notified about problems with their accounts before they’ve even realized that anything is wrong. And when that notification is accompanied by a note informing the user that the issue has been successfully resolved, this can significantly improve their impression of the company and make them more willing to continue working with them.

Directing Support Specialists

The job of the average customer support specialist has gotten significantly easier as well. Operators can identify problems and their solutions without having to understand the systems they work with in too much detail, and they can be guided by advanced AI assistants that can point out exactly what steps they need to take. Investing in a good customer service and ticketing platform is more important than ever, because the average service specialist within an organization will likely be much more capable of working with that system than the ones before him/her. It won’t take too much effort to bring them up to speed either, and you’ll be able to easily share any knowledge they’ve acquired with others within the organization.

Keeping Things Going

Maintaining momentum is important when dealing with customer service, and this often relies on a lot of information and services that can respond to signals on short notice. And it should go without saying that AI is the best thing you could integrate into your services if you want to be able to keep things going without having to put too much effort into it. In fact, if you do everything right, it will get easier and easier to maintain that momentum as time goes by, because you’ll gather a lot of data that can assist you in your future operations.

More Reliable Results

Reliability of results is another major point of consideration in the customer service sector, and it’s important to pay attention to the accuracy of the services you’re providing, and make changes to your current course of action if it seems like things aren’t going in the right way. AI can help you narrow down your results with great precision, unlocking the potential of your services for your users better than anything else on the market right now. Even better – you can study the performance of your previous service encounters and figure out how they could have gone better, improving things even more for the future.

Identifying Interesting Patterns

This is something worth pointing out separately as well. There are many patterns in the data you’re collecting that are not going to be immediately obvious, but it’s still important to be able to identify them and leverage them in your operations. This used to be incredibly complicated – borderline impossible, even – but that’s far from the case now, when we have such strong capabilities for identifying patterns and working with them. In fact, AI can bring some things to the forefront that you might not even suspect exist beneath the surface, and it can give you a lot more to work with in each customer service encounter. And the best part is, the more you work, the more information you’ll collect that can improve your services even more in the future.

Streamlined Hiring and Onboarding

Last but not least, you should not forget the issue with hiring and onboarding either. This is a long-standing problem in the customer service industry, and it’s something that has no unified solution, because the issues faced here tend to be highly individual for each company. With the help of AI, you can more easily identify viable candidates and focus your attention on them. You can also guide new people through their work in a more streamlined manner, ensuring that everyone is brought up to speed as fast as possible.

And that’s just the tip of the iceberg. The customer service industry has grown significantly over the last years, and much of that has been due to the boom seen from the rise of AI, and its tight integration into our current services. And there are many reasons to believe that things will keep moving in the same direction too.

 

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Amy T

Amy T

Sales & Marketing manager

Sedate technology

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28 Sep 2018

Location

Barcelona

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This post is from a series of posts in the group:

Artificial Intelligence and Financial Services

Artificial Intelligence and Financial Services


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