Everyone sees the live chat option on websites these days. That’s called a chatbot — an AI efficiency in the customer service department. Chatbots are huge in AI customer experience (CX), but they’re just the tip of the iceberg. According to Salesforce, 63% of businesses see AI as a means to quicker customer service.
In the IT industry, researchers are predicting that the most significant impact of generative AI for 2024 will be on customer experience. Companies are expected to harness large volumes of data to better engage with customers and address their questions.
Zendesk, a leading customer service tech solution, recently shared a multitude of CX functions that businesses can leverage with AI. Here are a few ways to harness AI as it continues to impact customer service and experience.
Personalized recommendations and support
Sometimes, customers don’t know exactly what they want when they browse your products and services. But if you have an AI-powered analysis of interaction, website, and purchase history, you can offer them personalized recommendations to engage them and increase your sales. Plus, companies can mitigate abandoned shopping carts with AI-powered notifications for rewards and last-minute discount offers.
Segment reported that 60 percent of consumers say they’re likely to become repeat buyers with a retailer after a personalized shopping experience.
Efficient call routing
Today’s customers don’t have much patience for phone bots’ long answering messages. You know, the classic “press 1 for X.” But if they can describe exactly what they need to an AI system, natural language processing (NLP) helps bots understand human language, intent, and tone. This, in turn, helps them intelligently route customers to the appropriate employee. Zendesk also found that 71% of consumers expect AI bots to understand their emotions.
You can program AI bots to make informed decisions based on human sentiment, agency skill set, capacity, and more.
Productivity via automation
One word: workflow. That describes the many steps a customer service agent takes to assess, direct, and resolve a customer inquiry. AI automation automates the entire process and sets triggers for various customer actions, boosting productivity and efficiency in your business.
In fact, Simplyhealth found a serious boost in customer resolution time with AI, with 84% of issues solved within three days (compared to the industry average 46%).
Check out Zendesk’s full roundup here.
