Kapil Sharma, CEO, FiveS Digital

AI across the industries has completely disrupted several businesses. With so many use cases, we can discuss how to leverage AI to boost your customer service and thereby enhance the customer experience.

Affordability and quality are no longer the only differentiator to beat your rivals. Delivering outstanding customer experiences, beginning with exceptional customer service, attracts customers and drives loyalty.

Research conducted in 2019 revealed that 62% of customers use AI-based services to avail best experience. (Source: salesforce)

And 95% of all customer service interactions are expected to be fully powered by AI by 2025 globally (Source: finance digest)

The issue is, how can you enhance customer service without spending a fortune just on the human capital? The answer is by leveraging technology, data available with business can tell 1000 stories, and the same can be converted into actionables through AI and machine learning. Thereby, improving service and thus experience.

AI can simplify communications, enhance the reach, help develop strategies to boost sales and relationships, and  thus improve the  customer experience.

Here are the six ways where AI can help enhance customer services: 

1) AI gathers detailed insights! 

 About 61% of customers say they would switch brands after one bad experience. What causes these bad experiences? Due to inconsistent timing, lack of availability, inconsistent resolutions and difficulty resolving issues. The problem could be with the product, process, or service, any of which affects customer experience. 

In the first place, there shouldn’t be any problems, but if there are, they should be resolved. Now that data power is everything, we need to understand how well that data can help serve our customers. Lab-to-product implementation has significantly improved, so AI can definitely help define customer personas’ basis purchase history, triggers, online behavior, interactions, likes and dislikes, and even marketing preferences. 

Marketing processes can be enhanced with AI-derived relevant customer data. By gaining such detailed insights, you can improve customer relationships, improve marketing, and increase loyalty.

2) AI enables more personalization!

AI can enable customer service agents to provide better customer experience by analyzing and gathering customer information on-site.

By collecting information about a customer’s tastes and preferences, the technology is able to provide personalized recommendations, to present well-timed advertisements, and to cross-sell and up-sell successfully. References to previous discussions and transactions make everyday interactions more personal.

Over 90% of consumers prefer brands that offer personalized services. Investing in AI can reduce this cycle to know your customers’ preference and thus presenting data/product/information in the same order. Think of a person who likes certain colors and outfit types, goes to a site and sees the same preference advertised on other sites or social media platforms. The customer was able to choose from multiple options based on their preferences, which resulted in a time saving and a higher level of satisfaction with the direct purchase. This is what we call Customer Effort Score.  

3) Proactive support 

Waiting until a client is already frustrated is unnecessary. AI can ensure customer satisfaction by recognizing potential problems and reaching out to customers at the right time, before even the customer reaches out to you. Your order will be notified if it has been delayed by weather due to an unexpected event. Through AI, platforms may automatically send informational material if the product contains complex instructions. So, the customer doesn’t need to reach out for help or assistance, with information available handy.

In addition, through AI, we can keep customers informed and help reach out to those losing interest in your brand, with the historical data.

4) AI enables hyper-personalization

By using hyper-personalization, we can serve our customers in real time. We can turn personas into actual persons using hyper-personalization. Where do you think customer service begins? In reality, customer service does not begin after making a sale or purchase. Customer service starts with the customer’s first time it comes to your web/store. The moment you arrive at a store or website, which products are placed first or are shown, like the content in preferred languages according to the data you captured through previous journeys or other social platform preferences.; this is hyper-personalization. When a customer’s historical data is available, knowing their preferences already results in a quick response to their needs, a purchase, and a quick exit. This is hyper-personalization.

5) AI lets employees concentrate on more important things

AI may appear to replace customer service reps, but that’s not what the technology is intended to accomplish. AI helps you simplify workflows, improves communication, and reduces employees’ workloads to concentrate on more critical tasks. 

Your support team can attend to demanding customers with more complicated inquiries by facilitating simple interactions. It collects and analyzes data to provide your employees with more insight and give them what they need to ensure the highest level of customer satisfaction.

6) ROI 

 Every technology has its ROI, if implemented right, it can enable businesses to scale faster, solve issues better and consistently, enable people to serve customers consistently and in better ways. With AI technology, fewer customers would need to speak with a human agent. Human capital has become rare, complex, and less expensive due to a smaller workforce, resulting in cost cutting; technology can give you a faster ROI. 

Conclusion : 

AI can completely change how you communicate with your customers. Using the right tools and equipping our people with the correct skillset, FiveS team train the AI algorithms to a level of accuracy greater than 98% in data analytics.

Our algorithms are continuously trained on new and variable datasets, eliminating the scope for error. This allows you to automate your business processes and reduce human intervention. 

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