How AI Consulting is Shaping The Future of Automated Customer Service

Artificial intelligence is changing the way customer service works. Thanks to this technology, we can expect to see far more automated solutions and intelligent support for customer service agents. In this article, we want to share some of the most interesting predictions about the future of customer service and how AI will revolutionize this aspect of doing business. Let’s have a look!

The truth is that AI has already introduced some big changes to the way customer service works, especially in three areas:

• Intelligent chatbots and voicebots: Without a doubt, they are one of the most common applications of AI in customer service. These AI-fueled virtual assistants can handle a wide range of tasks, from answering frequently asked questions to processing transactions, and that is happening even today. Chatbots not only provide instant customer support 24/7 but also contribute significantly to enhancing user experience (UX). They also reduce the workload on human customer service agents.
• Personalization: This is another area where AI is making significant improvements, especially when it comes to personalized product and service recommendations. By analyzing available customer data, AI algorithms can assess the preferences of each customer and recommend products or services tailored to their needs and interests.
• Support for human agents and consultants: AI also plays an important role in supporting customer service agents. Nowadays, they can access multiple AI-powered tools providing them with additional insight and information allowing them to deal with customers more effectively. Here, we can mention tools like sentiment analysis and real-time suggestion algorithms that aid customer service agents in providing accurate and empathetic answers to customers, especially those that are irritated or dissatisfied with the product.

That’s the current state of AI consulting in customer service, but what can we expect in the near future?

AI changes customer service: Predictions for the future

We can surely expect that as AI is becoming more advanced and accurate, its impact on customer service will only grow. We want to share some predictions on how AI consulting will shape the future of automated customer service, primarily in the three areas we mentioned earlier:

HYPER-INTELLIGENT CHATBOTS

First off, it is reasonable to predict that in the near future, chatbots will evolve into far more intelligent virtual assistants that will be capable of understanding and responding to complex queries with high accuracy and human-like naturality. Here, technologies such as machine learning and NLP will play crucial roles as they allow chatbots and voicebots to become more and more human-like.

PREDICTIVE PERSONALIZATION

How many times have you seen a product recommendation that wasn’t really for you? That’s because personalization algorithms still have a long way to go. But in the coming months, predictive personalization will be on the rise, thus allowing those algorithms to:

1. Suggest products or services that are more tailored to each user’s needs based on their past behavior
2. Predict their future needs.

The second point will be possible primarily thanks to effective analysis of all available data points—such as browsing history, purchase patterns, and even social media activity of a given person. While ethical considerations are still valid, there is no doubt this technology will continue to grow.

ENHANCED AI SUPPORT FOR HUMAN AGENTS

While it is unlikely that large companies will be able to let go of all their human employees, the cooperation between AI and humans in this sector will deepen. AI will not only assist agents by providing real-time suggestions (as it happens today) but also aid them when it comes to performing “background tasks” such as summarizing customer interactions, updating customer records, and identifying and making the most of upselling and cross-selling opportunities. The result? More effective support and more time devoted to handling the most pressing and sensitive cases.

PROACTIVE CUSTOMER SERVICE

We can predict that future AI systems will enable even more proactive customer service. What does it mean in practice? Perhaps soon, some customer service issues will be identified and resolved even before the customer reaches out to the company. Of course, this will not be possible in all sectors, especially not offline ones, but consider an example of a mobile operator.

AI can continuously monitor customer interactions and system performance and use this knowledge to detect patterns that potentially indicate issues with the service. For example, if a customer’s internet connection speed drops frequently, an operator’s AI system could automatically initiate a service check or contact the customer with the next steps, even before he or she files a complaint.

AI companies such as Addepto AI Consulting will play an important role in this process, as they will help large companies implement these tools and algorithms by designing IT architectures that can accurately predict and address customer service issues. To make this possible, AI would have to be teamed with such technologies and tools as:

• Internet of Things (IoT)
• IT system monitoring tools
• Customer service platforms and CRMs to create one comprehensive customer support ecosystem.

OMNICHANNEL EXPERIENCES

Lastly, the integration of various customer service channels will soon become more seamless. In practice, this will mean that customers will be able to switch between chat, email, phone, and social media interactions without losing the history of their previous conversations. Yes, that means the end of never-ending “How can I help you today?” questions. No doubt, this will contribute significantly to personalized customer experience (CX) across all channels.

Wrapping up

In the near future, AI will help customer service agents do a better job and help customers more proactively. Moreover, the vast majority of their work will soon become fully or partly automated. If your company wants to make the most of this upcoming revolution, reach out to Addepto AI Consulting to find out more!