Artificial Intelligence: Transforming The Customer Service

Artificial Intelligence Customer Service Automation, is utilized to boost human efforts and reduce some employees. This improves customer satisfaction and reduces costs for human-based customer service.

While AI technology isn't being able to complete all journeys customer service tasks flawlessly or replace humans entirely however, it is able to assume specific tasks. Artificial Intelligence can already provide higher efficiency and significantly reduce costs for businesses.

This article will discuss the benefits that AI can provide to customer service and specific usage cases.

The Benefits and Real-World Use Cases of AI in Customer Service

It's not necessary to remove human customer service workers with AI solutions. They are able to work in a collaboration getting the best of both worlds. Humans are able to focus on goals they handle best, while Machine Learning improves the operations. Here are some examples of how AI already provides value for businesses.

Aisera was among the very first companies to introduce AI-augmented messaging to the market. One of Aisera solutions is chatbots that assist the agent. Chatbots can be confusing to some clients. However, bots when employed in conjunction with human agents help to make things simpler. While chatbots in general aren't effective, the company believes that bots can be enhanced by having specific tasks for routing.

Aisera experts believe that chatbots could be used for nearly 50% of customer service interactions. They employ this method that allows simple queries to be sent directly to a bot but when things become complicated humans join in the conversation. When the difficult problems are resolved the conversation will be returned to the chatbot. That's how both parties perform their best work and maximize effectiveness in the shortest amount of time.

This system allows an agent to handle multiple interactions at once. Aisera says that UPC agents can handle three clients simultaneously, whereas Sun agents are able to handle up to six.

Artificial Intelligence that makes customer phone calls

There are two main reasons that make it more difficult for AI to be effective in the context of a voice chat. The first one is accents, speech patterns, poor pronunciation, and a variety of sound patterns. The other is that customers usually call with complex and challenging issues. Text chat is not able to help these customers. However, there are companies still offer solutions to this issue.

Aisera used behavioral science and deep-learning technology to create a tool that can analyze the conversations live. The company's Artificial Intelligence is aware not just of the content of the conversation but also of the tone. It can recognize mimicking and volume changes and provides insights into how customers feel. This information , human agents will receive additional information and tips to improve the quality of their calls and get feedback about their performance.

Artificial Intelligence for managing emails

It can take a considerable amount of time for a person to read each email sent to the company's mailbox. If you add the fact that the employee must determine what the client's needs are, and what he can do to help in this case it could be even more time-consuming. This is why many businesses have implemented AI to reduce time in this area. This solution is offered by Aisera that is the journeys customer service product. Technology tags and scans emails to ensure they get to the correct individual. The system can also provide humans with similar issues that have been which were solved in the past to come up with the answer that is faster and more efficient.