- February 1, 2019
- Posted by: charlie
- Category: Artificial Intelligence, Bot Development, Chatbot Development
Artificial Intelligence could eliminate many customer service jobs in the coming decades. Its effects are already being felt in the call center industries.
These days automation is everywhere enabling users to accomplish a wide range of tasks. From booking a restaurant table, booking hotel rooms to ordering pizza. And now the customer service industry is no exception.
The era of AI-powered customer engagement
Experts project that by 2020 more than 85% of all customer interactions will be handled without the need for a human agent. With the advancement done in NLO automated call centers will soon come into existence. Combining NLO, AI voice generation and ‘serverless’ technology will allow automated call centers. Automated call centers have deep domain knowledge and this will help to have a proper conversation with the customers. They will be available 24/7. And the major advantage is they will never get sick nor they will take any leaves. They will always work.
With AI, the complex queries which are passed to human agents will no longer be a burden. A virtual assistant will be built that would allow the employees to easily search internal databases. Which would be helpful to find the answers the customers are looking for.
AI would help to answer customer questions faster, with accuracy. Help agents get the job done smarter, all while reducing support costs. The virtual assistant would answer customer’s questions directly on the front end. And provides agents with the information and resources that they need on the back end. It would create complete, end to end customer service. From improvements in loyalty and brand reputation to new revenue streams, AI will be there to work consistently. The pathway to real-time self-service and AI assistance brings huge opportunities to forward-thinking businesses.
There are a bunch of reasons that make AI-enhanced customer service is the future of call centers.
AI is now helping to predict customer behavior on the phone. Which helps to provide recommendations to the customer service reps on how best to deal with the issue. Automation can deliver a level of responsiveness that isn’t humanly possible. The ability to resolve customer service issues before they arise has huge potential. It could significantly lower customer abandonment rates in the purchasing cycle. Automated customer service is not constrained by time zones or public holidays. This gives organizations the ability to deliver always-on customer service to resolve issues as soon as they arise. It also shows that a company that is committed to supporting customers. Which is valuable for brand reputation and trust. Customer service powered by AI technology provides a level of reliability that cannot be matched by its human counterparts. Chatbots are free from many afflictions and biases that can negatively impact a customer interaction.
All this helps improve the customer service interactions, which can have a huge influence on repeat business. These new technologies give businesses the power to scale their customer service at an unprecedented speed, even with limited resources.
With the help of AI and chatbots that continuously learn from every interaction, brands can rapidly transition into new geographic markets free from the limitation of employing and training staff that speak the local language