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15 Ways To Leverage AI In Customer Service

By News Creatives Authors , in Small Business , at July 22, 2021

“The customer always comes first”—it’s a business mantra as old as time, but it’s more relevant now than ever before. These days, the businesses that know their customers well enough and cater to their needs and lifestyles accordingly, come out on top. With artificial intelligence (AI) advancing at phenomenal rates, there are so many ways for businesses to use it to learn more about their customers and provide the support they’re looking for. 

From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. Here, 15 members of Forbes Business Council share their expert insight on how organizations can leverage AI to enhance their customer service.

1. Solving Users’ Most Frequent Questions

We have extensively used AI chatbots for ourselves and our clients to solve the most frequently asked questions raised by users. By solving over 50% of recurring questions from the outset, we are able to significantly improve the user experience while simultaneously cutting costs for the organization. – Nate Nead, DEV.co

2. Learning Customer Behavior Patterns

Build intelligent customized experiences. AI can be used to learn patterns of customer behavior (like purchasing cycles on a credit card, retail spending or travel) and then to forecast behavior accordingly. When the customer then contacts the organization, these patterns can be used to intelligently offer the most likely service options or information based on the time and date of previous activities. – Janine Bensouda, Bensouda Consulting


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3. Speeding Up Response Times

As an AI company as well, we see a lot of value in the customer service use case. I’m an advisor to a SaaS company that leverages AI to speed up the response time of customer support agents. They use AI to clearly identify the need of the customer and display the right information to the agents, thus bringing best-in-class customer service. Forethought in SF is also great. – Gaspard de Lacroix, Skypher

4. Utilizing Natural Language Understanding

Organizations can leverage AI by utilizing natural language understanding (NLU). By using real-time analysis of customer service calls, chats and emails, they can understand the conversation between the customer service representative and the customer. AI can offer ways to improve the customer experience via understanding the customer’s level of frustration, the need for escalation and quicker resolution of problems. – Oded Agam, NextLeap Ventures

5. Anticipating Trends, Sentiment, Events

The massive volumes of public data produced globally each second allow for AI-enabled predictive anticipation of trends, sentiment and key events of interest. This unlocks powerful new possibilities to anticipate and address issues in various markets while proactively mitigating malicious digital threats to your business, brand or customers—a critical but often underemphasized element of CX. – Alejandro Romero, Constella Intelligence

6. Enhancing Human Interaction

The best utilization of AI is not to replace human interaction, but to enhance human interaction and decrease the friction in the customer experience. As an example, if there are tech questions such as resetting passwords that can be directed through AI responses, that is a great use of the resource. However, businesses need to be careful to not underwhelm the customer by removing the human touch. – Veena Jetti, Vive Funds

7. Measuring Customer Wait Times

AI can now let you measure customer wait times. This is particularly important in the service industry, restaurants for example, where time in line (or drive-thru) has a huge revenue impact. Historically, poor service has been difficult to track scalably. With computer vision AI, you can collect actionable insights on each interaction and use that transparency to perfect your customer service. – Alex Popper, Hellometer

8. Capturing Large Amounts Of Data

Organizations must be specific about who AI “serves.” In healthcare, human interaction is critical to providing patient care, while AI is best suited to serve physicians. For example, a common complaint is the amount of data required to meet quality metrics and risk coding. AI can capture data with its mining and recognition capabilities from workflows allowing physicians more time for patient care. – Vijay Murugappan, First Quadrant Advisory

9. Suggesting Actions For Agents

Agents can be more effective in customer interactions with the help of AI. A tech firm built a recommendation system using ticket and remediation history, interactions, etc., that proactively suggests the next actions for agents. With this solution that had a data lake for different types of data, multiple NLP pipelines and a business graph, NPS ratings improved and time to resolution reduced. – Pritam Kanti Paul, BRIDGEi2i Analytics Solutions

10. Embracing Speech Analytics

One of the most interesting paths to leveraging AI in customer service is speech analytics. It’s a very hot space with major cloud players (Microsoft, AWS, Google) investing. Speech analytics gives management insight into which calls are more effective, which CSRs are the best and what training and operational changes can make customer service more successful. – Sandeep Bhargava, Provana

11. Enhancing Customization Options

Use AI to apply personalization in communications. Organizations can implement AI-generated content into communication with clients. Would you like to receive assistance from support with the voice of Homer Simpson? AI can manage it in a second. It can be a winning strategy for businesses competing in a creative niche. One more example is to personalize shopping by using customers’ features, likeness or preferences. – Dima Shvets, Reface

12. Messaging Customers On Time 

Our customer engagement platform is built on a proprietary AI engine we call Sherpa. This engine uses behavioral data from the customer to automatically determine the right message variant and the right time to send it to the customer, as well as the best channel. It observes how different customer messages perform, and then suggests to brand marketers which one to send to customers in real-time. – Raviteja Dodda, MoEngage

13. Identifying Root Causes Of Problems

AI-produced insights can help companies determine root causes of problems, which can help with decision making and taking concrete actions like customer attrition. AI can also help you lean into your customers’ emotional and cognitive responses in real-time to better enable measurement programs. – Sindhu Kutty, Kuroshio Consulting

14. Integrating With CRM Systems

Artificial Intelligence can be integrated with CRM systems to seamlessly automate tasks, saving priceless minutes of each customer support interaction. Paired with chatbots and speech-to-text capabilities, AI enables search functionality that guides agents to the information needed to resolve customer queries, improving the customer experience and first contact resolution for voice interactions. – Ashish Sukhadeve, Analytics Insight

15. Managing A High Volume Of Queries

Many organizations find that bots can be an effective way to manage a high volume of customer inquiries. While it can take time to set these up effectively, test and learn accuracy, I recommend embarking on the process if you’re finding your team is bogged down and behind in responding to inquiries. The effective use of bots can also result in significant cost savings over time. – Muraly Srinarayanathas, Computek College

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