Artificial intelligence (AI) is arguably one of the major trends in the current technology landscape. Especially in the customer service domain the technology is finding increasingly more applicability. The primary goals of most of companies is to improve the customer experience and at the same time reducing human customer service costs. Therefore, investments in AI are made increasingly to help augment the work of human customer service representatives and at the same time reducing costs by automating processes. Customers service is an important domain of every business and costs companies a lot of money each year. According to Salesforce deploying AI for Customer Relationship Management will increase global business revenues by $1.1 trillion by 2021. Therefore, current technology is used in different forms and across industries such as retail, banks or insurances. Companies are now confident AI can reliably handle low-level requests, resulting in significant investment and roll outs of these systems at the moment. There are several use cases for AI. An example is Augmented Messaging which is a bot assistant with the goal to prevent frustration some customer feel when dealing with a pure bot while still using the technology to increase efficiency. In this case the human deals with the enquiry when the bot is not able to solve the problem because it is to specific or complicated. A second example are AI Organized Email Inquiries where the technology helps employees to understand customer enquiries. The AI will classify the enquiry and send it to the right department for example. All of this is used to speed up the process and save valuable time for the company.
Seeing these examples, it is understandable that the potential use of AI in customer service is immense. Therefore, I think everyone should keep an eye out on AI trends in 2020 and beyond.
References:
View at Medium.com
https://www.forbes.com/sites/cognitiveworld/2019/07/02/ais-increasing-role-in-customer-service/#3648a6a773fc
https://www.paldesk.com/ai-trends-in-customer-support-to-look-forward-in-2020/
