Is artificial intelligence the future of customer service?

Using artificial intelligence when interacting with customers makes it possible to react quickly, make accurate purchase proposals and be available around the clock. 

What are the most popular solutions and what benefits do they offer?

Benefits of introducing AI to the business

Artificial intelligence used for customer service saves time and money. Automation of employee-customer interactions can be significantly simplified by introducing autonomous chatbots, automated voice or payment systems. There are many software houses specializing in AI consulting services. The implementation of ready-made solutions for the first line support, where a routine and repeatable procedure is required, will relieve the company's resources, which will result in higher productivity in case of more serious technical problems or those requiring negotiations with the customer.

Artificial intelligence systems worth implementing

  • Machine learning – the algorithms used in computer systems can not only self-learn, but also improve their results by multiplying the experience. The use of machine learning in customer service gives better results in the form of understanding their behavior and needs. Thanks to this it is possible to create a more effective model of commands for complementary products and services.

  • Image recognition – artificial intelligence in the field of customer service is developing at a much faster rate than many of us might think. For example, Lenovo used cameras to recognize faces of incoming customers when creating the Lecoo Unmanned Store. The result? When customers left the store, the faces were scanned again and only then were they automatically charged the money from their account. Another solution worth implementing in numerous e-commerce businesses involves relying on similar products. The algorithm analyzes the products viewed by the user and then suggests similar products from the same category.

  • Voice recognition – customer service is not just about shopping and responding to emerging issues. One of the most groundbreaking solutions is voice recognition, which already appears in many banks or mobile network operators. The users have an almost "natural" conversation with the machine, giving simple information such as phone number, ID number or date of birth. In European cities, such as Germany, there is a helpline for public transport travel - you only need to specify the starting point, the destination and the date to get clear instructions. Companies focused on speech recognition solutions are also developing software for voice transcription. Associating this with e.g. Voice mail, will allow sending an SMS with the content of the message recorded in the mail in an attempt to speed up contact.

  • Natural language processing – what exactly is NLP? In large companies it can help to organize documentation or recruit employees. Thanks to natural language processing, we can quickly identify the most important features of an employee for the company, which should be included in the CV or categorize numerous documents. In the case of more direct customer service, NLP appears as chatbots, i.e. Automatic machines that direct the website visitors to a specific place or give them the desired information. Chatbots can also be found on the company store profiles on Facebook, where you can find out about new promotions, terms of complaint or get discount codes.

  • Recommendations system – operates on the basis of previous searches of customers, matching solutions to their needs. It gains functionality when connected to the image recognition system. Thanks to this, online stores can introduce such solutions as quick search or virtual stylist. The tap-to-buy option is also gaining popularity, i.e. Direct transfer to the product card by clicking on an item visible in the picture or video. This shortens the shopping path and allows you to reach new customers through different sales channels than before.

  • Data engineering – allows for full understanding of the customer's behavior, managing relations with them and facilitates the development of a new offer.

  • Data Science – a powerful solution to transform raw data into valuable customer information. Data science makes it much easier to understand their needs, increase sales and anticipate industry trends. Advanced systems allow for profiling of offers based on, among others, place of residence, age or interests.

In which industries can AI help most? Besides commerce, artificial intelligence helps to develop manufacturing, microbiology, healthcare and pharmaceutical industries.

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