5 Ways Artificial Intelligence Revolutionizes Customer Service

As a vital component in today’s marketplace, learn how AI harnesses the power to revolutionize the customer experience.

CSR using AI

One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. With the capacity to drastically change our entire world, early adopters are already experimenting with the lucrative functions of AI, especially within the contact center world.

As AI continues to perform outside the ways of human capacity, its implementation will only continue to grow as more than 62 percent of businesses plan to integrate AI-fueled solutions this year.

Here are five ways AI harnesses the power to revolutionize the customer experience:

Delivers proactive customer experiences

AI helps customer service teams further distinguish themselves from competitors in today’s highly-saturated marketplace by leveraging new customer data to deliver more personalized customer interactions. AI-fueled technology such as chatbots can fluently translate the information from various channels while determining patterns in customer behaviors to pinpoint customer needs and improve customer service operations on an individualized basis.

With this knowledge, AI conducts more productive conversations as well as anticipates needs based on context, preference and prior queries. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

Discovers new revenue streams

AI is the fuel that takes businesses to the next level by streamlining inquiries, assistance and outcomes. By extracting useful information from conversations – whether voice, digital or even an image – AI can predict trends and customer sentiment that could influence retention, loyalty and purchase inclinations.

Data examined by AI can help businesses uncover patterns companies can use to create entirely new and monetizable services for customers. In addition, insight delivered by AI can drive advanced levels of service at a fraction of the cost, saving some call centers as much as 60 to 80 percent in costs while helping them stand out in their industry as the “gold standard” for customer experience.

Increases contact center productivity

AI is not the sole driver of customer service, but it takes contact centers to the next level by streamlining inquiries and capturing resolutions. By extracting useful information from voice and digital conversations, images and machine-to-machine communications, AI can quickly predict trends and customer sentiment that may affect retention and loyalty. AI-infused automation also improves the experience of live agents, allowing them to resolve problems faster, waste less time handling routine inquiries and provide a better customer experience.

Enhances real-time agent training

In contact centers, managers can spend more than 50 percent of their time per week tackling administrative tasks, which drastically reduces the time they spend developing agents. As a result, managers struggle to support their employees who become increasingly frustrated with difficult processes and demanding KPIs. This frustration causes them to leave, pushing turnover rates higher.

AI can mitigate these concerns. By gathering and processing information from employees as well as customers, AI can provide real-time updates to supervisors as well as present in-line training for agents. Managers also can receive at-a-glance coaching objectives based on agent performance, allowing employees to gain feedback and training directly. The cycle of monitoring calls, training agents and improving for the next call is quicker and more insightful because of AI’s ability to gather and aggregate staggering amounts of data.

Improves human interaction

More than 40 percent of contact center decision makers are exploring AI’s uses, amplifying the theory that AI will replace human-powered jobs. Although it greatly enhances data collection and reporting tasks, customer service experts report AI solutions are only able to resolve 10 to 35 percent of customer inquiries without a human touch. As a result, customer service teams must refocus their agents on higher-level customer concerns rather than allowing AI to tackle every role. With these new skills, agents will be better equipped to handle interactions that require more complex insight and analysis to deliver faster and more effective customer experiences.

Final Thoughts

AI is a crucial part of improving both agent and customer experience. It does hold the key to greater customer insights and enabling real-time decision making but contact center leaders will need to cut through much of the hype surrounding AI to determine its real world value in their settings. Once you assess and research how AI can streamline your business operations, the right vendor is ready with technology and guidance for bringing your vision to life.

About the Author

Cameron Weeks, CEO of Sharpen TechnologiesCameron Weeks is CEO of Sharpen, a contact center platform with an agent-first focus. Sharpen’s cloud-native contact center platform helps midsize to enterprise-level companies create perfect customer experiences. Designed for agent productivity and efficiency, Sharpen offers a solution for both customer support and outbound sales teams. Through better technology, the company is creating happier agents and seamless customer experiences. Learn more at www.sharpencx.com.

CSS NYC 2019



  • Monika Götzmann March 21, 2018, 5:33 am

    Technological advancement has provided opportunities for companies to progress their approach to customer service. The take-up of artificial Intelligence in 2017 was huge and looks set to increase in 2018. It certainly offers some great advantages to personalize and streamline customer service processes, but needs handling with care as some human input is still required.

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