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AI In Customer Service


What is customer service?

Customer service is the support a business offers its customers — in the form of pre-sales and post-sales services — that helps them deliver an easy and enjoyable customer experience with you. It can be in the form of self-service support so that customers can find their own answers anytime anywhere.

How is AI used in customer service?

AI-powered customer service is known as Digital customer experience which enables businesses to provide customer service solutions that are automated digitally to a large audience and is accessible from different locations of the world at any given point in time. 


How AI Changed Customer Service?

As digitalization has taken lead, businesses have taken the advantage of Artificial intelligence (AI) in order to automate and improve their customer relationship management with the help of technologies, such as chatbots and AI-enabled communication, and much more.


How does AI improve customer experience?

AI has improved customer service in the following ways-


1. Quicker solutions - Making customers wait is bad. It’s frustrating for both the customer and the agent, especially for simple and small queries. AI can have chat records, pre-loaded data, live chat experiences, and can refer customers to helpful, self-service articles.  

2. Omnipresence - In addition to this, they’re available 24 hours a day, seven days a week, meaning customers can access their solutions from your chatbot at any time.

3. Reduced Research - Customer support teams spend a lot of their time researching answers. This increases the wait time for a response and makes agents less available as there are “n” number of customers lined up at times. With Digital CX and AI, one can store answers and recognize patterns in commonly asked questions. Hence, agents can have access to a choice of frequent answers to automatically insert into a conversation, based on the query.

4. Stronger Customer Engagement - Due to digitalization, AI-driven customer service is being used widely to provide assistance to customers online which leads to having more engaging and informative conversations with the customers. By using information collected from customer relationship management (CRM) solutions, AI can highlight important customer information and make it easily accessible to agents. This lets them approach customer interactions with more intelligence than ever before and hence generate better customer experiences.


What are some of the use cases for AI in customer service?


1. Use of Chatbots.

Chatbots are usually programmed for interpreting a customer's problem and then providing automated solutions with the help of pre-defined notions helping both customers and the businesses save time. They're one of the first AI tools used to serve customers.

2. Augmented Messaging.

When it comes to troubleshooting smaller issues, chatbots are great at it. But for complex or sensitive cases many aren't even ready to tackle complex or sensitive cases. For example, if a customer doesn't feel like they're getting the answers they're looking for from the bot, they may start to get frustrated with their service experience. This is where augmented messaging comes into the picture. Augmented Messaging identifies opportunities where agents should step in for help.

3. Sentiment Analysis

In an ideal world, bots wouldn't need sentiment analysis. Instead, they would read a customer's message and decide whether or not the case is going well and if it wasn't, they could generate personalized responses based on their assessment of the situation. But now with sentiment analysis tools, like natural language processing, that helps them interpret customer responses. This tool helps the bot understand how to respond when a customer behaves in a certain way.

4. Email Distribution

Sentiment analysis is great to read and tag customer emails so that their support team can respond to messages quicker. When an email comes in, the AI analyzes the customer's problem, emotions, and history with your business. Then, it tags the message and distributes it to the rep who is best suited to resolve the issue whilst saving time of your customers as well as customer service reps.

5. Voice Analysis

With voice analysis, some AI tools can provide suggestions to your reps in real-time as they're speaking to your customers. These suggestions are based on the phone call they've been having, clubbed with the past information gathered on the customer.


6. What is a customer service chatbot?

A customer service chatbot is a bot that is powered by artificial intelligence (AI) and machine learning to provide answers to basic customer questions via a business channel. They recognize and answer multiple forms of the same question and can be pre-trained to give instant responses using your preferred voice and tone.

7. What is the difference between live chat and chatbot?

A Chatbot is a bot that has been trained with a set of questions to answer. Chatbots have a wide range of intelligence, which impacts their value, whereas live chat is talking with an agent at the other side of the chat.


8. How do you use Chatbots for customer service?

AI-driven chatbots can use them to provide off-hour or 24/7 support. If customers have simple questions while your team is away the bot can respond to it. If the problem is more complex, the chatbot will acknowledge the request and provide the customer with an agent. A good bot, however, would send these inquiries to the team's ticketing system, which would then assign the case to the next rep that logs on. Chatbots are the most hassle-free and quick way to provide solutions to customer service problems.

9. What are the benefits of Chatbots?

Chatbots provide the following benefits - 

  • Better lead generation and nurturing.
  • Deliver 24×7 automated customer support.
  • Save customer service costs.
  • Increased customer engagement.
  • Bots save an ample amount of time.
  • Easy scalability of support.
  • Better team productivity.
  • Higher customer satisfaction.
  • Chatbot + Live chat = Complete hybrid customer experience.
  • Cut down on human errors.
About Engati

Engati is a one-stop platform for delighted customers. With our intelligent bots, we help you create the smoothest of Customer Experiences. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. So, let's get started?

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