AI or Artificial Intelligence is a powerful tool that is at the core of digital innovation. It is an essential part of the help desk system, enabling organizations to provide quality support service. Popular customer support software like AI-enhanced customer relationship management (CRM) and customer data platform (CDP) is integrated into the help desk systems by enterprises to provide customized and personalized service for customer engagement and satisfaction.
The use of AI-driven tools like automation, data analytics, and Natural Language Processing (NLP) have improved organizations’ capacity to improve customer retention capacity. Customer service agents use these tools to provide real-time service to customers. Companies deploy AI-driven intuitive chatbots and virtual assistants to offer 24/7 assistance. AI bots will power 95% of customer service interactions by 2025. With AI for customer experience management, companies can leverage customer loyalty, improve brand image, and increase sales.
Here are eight ways AI is improving customer support service.
· AI-based self-care for improved CX
Customer expectations in the present age have changed significantly. Consumers expect instantaneous replies to queries, complaints, and requests. Companies need to process their bid to keep customer loyalty intact swiftly. Hence, most of the customers prefer self-care options to access help in real-time. Adopting AI-powered bots into the customer support system enables the customers to perform simple operations without much hassle. These tools use natural language processing (NLP) and machine learning (ML) to process the customers’ natural language. AI bots use NLP to understand and reply to the customers in a relevant manner.
· AI-backed sentiment analysis
AI algorithm uses a predictive analytics tool to gather information about the customer profile to identify the customer trends. This tool, when paired with a sentiment analysis system, helps to identify and analyze customer emotions. Using such tools, AI will offer the chatbots advice to adopt an effective style while engaging with the customers. Bots with advanced communication skills enhance customer experience.
· Real-Time Decisioning and Predictive Behavior Analysis
Real-time decisioning with AI-powered tools enables companies to deliver decision support within the shortest possible time frame. It helps to enhance the brand value as a customer can interact seamlessly with your brand in real-time. Moreover, AI allows you to combine the information you get from your customers with the current data. You can develop a better understanding of your customers and use a targeted approach to optimize productivity.
· Map And Analyze Customer Journeys
Customer journey mapping with AI tools helps you get real insights into your customers’ needs and demands. It also allows you to analyze what sections of your product, brand, or process aren’t delivering positive and scalable impacts. It becomes easier to understand common customer pain points- from discovery, presales, sales, customer service, and beyond.
· Improving Personalization
Personalized content enables organizations to target potential customers better. For example, Pitcher’s AI-guided selling tool can read customers’ historical data by gathering the information from website material, links, and catalog pages frequented by them. This information is streamlined and provides relevant and timely content and information to reps during the sales process. In addition, personalization allows tailoring services to keep buyers moving towards a purchase decision.
· Available 24/7
AI can function 24/7, and the AI-powered bots can provide round-the-clock service to customers. It minimizes the requirement for a manual help desk team to extend humanitarian assistance to customers at all times. Moreover, it continuously engages itself to analyze customer’s purchase decisions and performs predictive and prescriptive analysis to drive engagement.
· Providing “Happy” Customer Service
AI chatbots meet the customers’ demands continuously and efficiently. It engages with customers in a composed manner using predictive and sentiment analysis tools and is not susceptible to bad moods like a human help desk agent. Customer support is a game-changer for any industry, and hence it needs to be responsive, consistent, focused. AI can learn customers’ behavioral patterns through their data and provide relevant and personalized service for better customer satisfaction.
· Improved Customer Service and Relationship Management
AI-based automated tools are used in the help desk system to classify tickets without violating the SLA norms. It can quickly escalate tickets based on the SLA to automate categorization, prioritization, and routing of incident and service request tickets. Hence, it has become an essential part of the help desk systems.
AI is changing the face of customer service and customer relationship management. More companies incorporate AI into their customer support teams to improve the relationship between the brand and the customers. It provides a hyper-personalized experience to customers, generates revenue, boosts sales, streamlines operations, and engages customers. To choose the right AI company, ensure that it has sufficient experience and expertise, knowledge, and data science skills and can deliver customized and suitable AI solutions.