Artificial intelligence (AI), machine learning (ML), and natural language programming (NLP) are altering how businesses communicate with their consumers.
AI-powered personalization helps organizations to boost consumer engagement, loyalty, revenue and gain a more complete understanding of their customers – all in real-time.
As more and more businesses strive to compete and outcompete one another on customer service, the CX landscape will continue to change. With that in mind, below are some of the ways you can expect artificial intelligence to shape customer service in 2022 and beyond.
Faster Response Times
Rather than waiting for a customer service representative to answer the phone or react to an email, AI-enabled chatbots and virtual agents are constantly accessible and can respond to consumer enquiries in minutes, if not seconds. It is vital to remember that chatbots and virtual agents are better suited for lower-level questions and requests at this point in the game.
However, AI customer service technology is fast changing as a result of natural language processing (NLP) and other kinds of machine learning. The companies building these programs are building and perfecting their models all the time, and as we move into 2022 and beyond, expect AI chatbots to be able to make use of the large data sets they collect, including things like on-site behaviour, to make faster, better predictions about what a visitor wants, allowing for much quicker responses to queries and issues.
Interactions Will be More Personalized
AI-enabled customer support solutions can link with back-end systems, such as your company’s customer relationship management system, to highlight essential data. The availability of this information allows agents to customize their replies to the specific consumer and give unique advice that actually makes a difference.
AI will continue to drive more personalized customer experience over the next several years, including more personalized messaging from chatbots, more personalized content, personalized messaging and personalized ad targeting and product recommendations.
Much More Proactive Service
Machine learning is going to get continuously better at enabling chatbots and virtual agents to understand when users are stuck on a certain webpage, encouraging them to proactively ask customers if they want assistance. AI-powered customer support is also extremely useful for onboarding: chatbots can interact with new clients, providing extensive instructions on how to use products and advice on how to get the most value out of their investment.
Hopefully, what this means is that businesses will be able to better serve customers and, importantly, preempt people who leave pages out of frustration, thus reducing bounce rate.
Better Prioritization of Issues
AI customer service solutions are already starting to make use of sentiment analysis — a type of AI that uses natural language processing to determine whether a block of text is positive, negative, or neutral — to detect when customers are frustrated and automatically escalate issues to CSRs and live agents. This capability allows customer service agents to prioritize open tickets in this manner, handling disgruntled customers first, lowering their risk of churn.
2022 and beyond will see customer service make increasingly better use of AI to develop more accurate prioritization, reducing customer frustration and handling the most sensitive issues before they become reasons for a person to leave a bad review.
Round-the-clock Availability: Businesses are under growing pressure to provide quick customer assistance. The more people consume and do business online, the quicker the response time they will grow to expéct.
By employing chatbots and virtual agents spread out around the world to handle inbound inquiries outside of usual business hours, organizations may satisfy growing consumer expectations while saving money on staffing 24/7 call or contact centres. All of this constitutes what is referred to as agile customer care.
AI has grown at an exponential rate over the previous decade and shows no signs of slowing down. Brands are leveraging tailored AI-powered chatbots, personalized content, messaging, and adverts, and product recommendations by relying on the continuous and exciting advances of AI and ML.
Artificial intelligence is being used to analyze consumer sentiment in order to acquire a deeper understanding of how people feel and what they truly want from a company, provide service and address issues as quickly as possible, and even make educated guesses about what consumers want before they even pick up that phone or open the chat window.