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Tuesday 16 July 2019
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Artificial Intelligence Benefits in Customer Service

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Such deep truth is woven through the whimsical words of Dr. Seuss. Time is elusive.  

“How did it get so late so soon?

It’s night before it’s afternoon.

December is here before it’s June.

My goodness how the time has flewn.

How did it get so late so soon?”

Saving Time for Both Customers and Customer Service Specialists

The incoming customer service call ring sounds the same whether the customer is in need of a quick delivery update or they are experiencing a time-sensitive issue that needs an immediate response. With Conversational AI Software Solutions, customer service specialists are able to put their focus on those calls that need a live response. Conversational artificial intelligence platforms are able to quickly identify the nature of a call, giving basic or individual information where needed, and getting those calls in need of live support transferred to an agent. AI use within customer service teams is growing at a high rate within many industries; including hospitality, media, and travel. Many high-performing customer service teams have a quality AI program working alongside their knowledgeable, competent agents. Conversational AI software allows these agents to focus on the customer, lessening time spent on many routine tasks.

Tone-Based Dialog Strategies

When a customer is frustrated before they even begin punching in a customer service number, that level of frustration will likely increase exponentially if they get caught in a loop of irrelevant questions and unnecessary transfers. Emotional IQ actively detects the sentiment and tone within a customer’s response, allowing the conversational AI strategy to adjust the direction of a conversation to meet the customer’s current needs. Improved conversation flows will enhance the overall AI customer service experience, with the ability to transfer to a live agent if the situation warrants.

Amazing Language Assistance

Whether the need in translation during a customer service call results from a different language or industry-specific terminology, a quality AI language engine is unbelievably helpful. Effective voice-to-voice communication is possible as a chatbot translates and speaks within the live multi-language conversation. Top notch language engines are equipped to perform this translation quickly and within more than 90 languages! Many industries have terms and acronyms that require specific understanding. This knowledge, as well as the capability of adding a custom glossary, is available within the AI language realm.

Use of Tracking Tools for Improvement

It is just as important to track and improve customer service bots as it is to correctly implement them in the first place. Analytics on both correct and incorrect responses made by bots are a great tool in training the bot in future customer interaction. This directed growth in learning allows analytics to  highlight areas to improve on matching conversation context, tone, and the overall query intent. Customer feedback and survey forms can also be built into the conversation flow, giving further details for continued overall improvement.

Yes, time is elusive. A high quality language engine within conversational AI software affords both customer service specialists and customers to make the most of their time in gleaning information, receiving updates, and resolving problems.