What is AI Customer Service?

Where AI and Customer Service Intersect

Artificial Intelligence (AI) is officially out of the sci-fi category and working hard at less theatrical but highly practical and valuable activities. But there is still confusion when it comes to its applications for customer engagement. Only recently have these practical applications for AI really become implementable. What has made the difference? The emergence of AI Customer Service was born leveraging the ability to handle huge amounts of information with agility, which empowers businesses to meet ever-increasing customer expectations.

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But most importantly—what positive difference can this massive evolution make in your business? And specifically, how do you harness AI Customer Service to master your own specific challenges?

AI Customer Service has been quick to take advantage of automation. For companies looking to utilize AI in a practical and low-risk manner, the service desk is one of the best use cases around. This collective intersection of automation and intelligence can have a huge and growing impact on customer service for your organization.

How Does AI Customer Service Improve the Customer Experience?

Advances in AI are proving key to improving the customer experience. AI Customer Service automates customer service systems by employing ai-powered chatbots or virtual assistants to speed interactions, route cases, and recommend next-best actions. These capabilities raise the quality of service overall, and enable quick, automated self-service resolutions of common customer issues. Agents who handle complex issues or exceptions, see their jobs become more effective and productive just by realizing which types of assistance the virtual assistant offered, and by receiving intelligent recommendations from the system.

To understand AI’s purpose and potential, you need a clear understanding of how your business wants to engage its customers. For the service desk, this demands an honest appraisal of your current engagement model and a pragmatic evaluation of where you want to go in both the short and long term.

For example, are interactions personalized to the individual? Are agents empowered with insights about those contacting them? Do agents have the intelligence they need to help them meet and even exceed customer expectations during every interaction, or are they swimming in data that they must interpret themselves? A key question: Do they enter data into a tracking system that offers them growing intelligence in return? 

It’s sobering that a study by Bain & Co found that 80% of CEOs believed they were delivering a superior customer experience, yet only 8% of their customers agreed!

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How Do You Start Transforming the Customer Experience?

First, appreciate that this is your goal and start looking for ways to accomplish it. Many businesses today plan for the shorter term for the simple reason that markets and customers have changed quickly to adjust to the new normal. Businesses are increasingly adopting practical AI plans that they can implement in days—and are starting to realize the value in out-of-the-box AI solutions.

What Is a Workable, Practical Service Application?

Think about smarter, more proactive, and personalized engagements with your service entity. These new interactions must be achievable and made to deliver measurable value quickly. Examine experience gaps and present relevant recommendations related to those needs. AI technology using smart data sources can help you understand where each customer is in their unique journey, and then tailor to their situation. Lay out these use cases, and bake these into your AI Customer Service plans.

You may be tempted to use AI Customer Service to solve dozens or even hundreds of problems right away. However, the businesses that drive the fastest and best results focus on tackling the issues that will have the greatest impact on customer experience.

They strategically select forms of AI to make their products and services smarter, faster, and easier to buy and use. To follow this best practice, identify the low-hanging fruit – the higher-impact, lower-effort, less invasive opportunities to transform your brand for optimal customer engagement. For example, you could:

Reduce mundane customer service tasks using automation technologies, like Conversational AI or AI-driven robotic process automation, to free up employees from the annoyances of wait times, which at the same time frees other employees to handle higher-order work.

What Do I Need to Know About the Language of AI?

AI can present a confusing technical landscape—machine learning (ML), chatbots, virtual assistants, robotics, natural language processing (NLP), deep learning (DNN/RNN), supervised learning, image recognition, text analytics, reinforced learning, complex event processing (CEP), are all a part of it—and there are even more.

Each technology is a building block for solving meaningful use cases—helping you automate burdensome and repetitive tasks that humans can’t do, can’t do well, or can’t do very fast.

How Do I Make a Start on Transforming?

Try working backward from desired outcomes. That might be a rise in resolved/remediated problems, or a reduction in the common, repetitive issues that constantly afflict the service desk.

Identify your biggest challenge—addressing the customer experience. If your issue is customer satisfaction, your focus should be upon:

  • Improving the web / mobile experience.
  • Improving the overall support experience.
  • Ensuring that each customer receives value.

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How Can One Inject More Proactive Intelligence Into the Service Experience?

If improving customer satisfaction is your biggest priority, then one important step could be using AI to introduce an effective chatbot experience to satisfy customers’ expectations of 24/7 support. Thus you improve support and raise customer satisfaction while simultaneously lowering operating costs. Your bot might evolve with time: At first, it may just keep valuable agent time from being wasted by answering simple questions.

But as it learns, its functional intelligence grows until it can take even complex issue statements and effectively route them to the right people who can most efficiently resolve the problem.

How Shall I Source the AI?

AI systems use data as fuel. In order to implement an effective customer engagement solution, AI needs memory banks with relevant information. So designers need to make use of the raw data that comes in. They need to purify it via cleansing routines that can root out errors, fill missing fields, cross-correlate sources, and append new, related data.

As you navigate your customer experience (CX) journey, evaluate the data each area should provide, and then crosscheck with the data you have and the data projects you’ll need to complete to ensure your AI CX effort won’t choke due to lack of proper fuel.

To carry out effective customer engagement, AI needs memory banks full of great information. It needs to sense, remember, take an action, and then learn from the results. Also, AI needs a decision-making layer that contains institutional memory and processing steps.

Olive Huang, Research Director for Gartner, referred to the inevitable “System of Systems” that every large organization will build as they piece together a better solution for customer engagement.

Choosing the Right AI Customer Service Solution

When selecting an initial project, seek a “quick win” and be cautious of overly large forklift approaches: Your efforts to infuse AI might most easily start with the customer service desk and its interactions.

Aisera’s AI Customer Service solution brings the forefront of technological advancement to the core functions of organizations. Aisera’s solutions automate monotonous tasks and assist in complex ones. Not only does AI Customer Service greatly increase the efficiency of your workers by freeing up valuable time, but it also cuts down on operational costs.

AI Customer Service leverages Conversational AI and RPA to provide unattended task automation that streamlines everyday workflows for customers and employees. Aisera’s solution autonomously and continuously self-learns with pre-built models, allowing it to adapt to your environment and proactively auto-generate conversations.

Built to be cloud-native, Aisera’s AI Customer Service has over 400 integrations to ticketing, knowledge, and IAM systems. Its omnichannel support drives max efficiency outputs for users. Automation is key for the growth of business processes and drive scalability for support.

AI Customer Service plays a pivotal role in digital transformation, helping your business function more productively, gain cost efficiency and savings, ensure customer loyalty, improve the customer experience, and ultimately boost revenues.

Why Aisera

Today’s market is fast-paced and demanding. Customers expect service at fast-paced speeds with personalized and quality problem-solving resolutions. Aisera’s AI Customer Service brings forth innovative solutions to the modern problems of today’s organizations. AI Customer Service provides self-service and automation of complex tasks, cutting down both support costs and time spent on mundane tasks. Our solution brings exceptional customer service and satisfaction to your customers through personalized and proactive conversational responses.

Additional Resources

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