Artificial Intelligence for Customer Support: How Does it Work?

In recent years, the application of AI in the customer support sector has increased significantly. This isn't surprising when you consider what Gartner research predicted prior to 2020 - that 85% of all customer support solutions will be AI-driven by 2020. However, how exactly does AI work in customer support? To find out the answers to this question, go through the entirety of this CIO post.

1. Chatbots

Chatbots are round-the-clock virtual assistants that are tasked with engaging with customers and resolving their queries. They have been incredibly successful at reducing the workload of human customer support executives working across various IT companies. Today, most customers expect to be welcomed by chatbots whenever they visit a website or open an app. If the issue is too complex for the chatbot to resolve, it can connect customers to human customer support executives.

2. Ensuring personalized experiences

Through websites and mobile apps, businesses can connect with their customers on an emotional level. However, this is only possible when businesses provide personalized experiences to their target audiences. The implementation of AI can help businesses to gather data about their customers and understand them along with their habits and preferences. For example, an eCommerce app suggests products to a customer based on the customer's shopping history - that's AI at work.

3. Correcting mistakes made on a human level

Even though AI has stepped in to make life somewhat easier for human customer support executives, they are ultimately human, which makes them prone to mistakes. More and more businesses are leveraging Natural Language Processing (NLP), which is an AI-driven application that facilitates the assessment and analysis of conversations in real time. IT managers can make the most of this application to understand what customer support executives are doing wrong and rectify those mistakes.

4. Facilitating communication with a large customer base

For businesses that have significant numbers in terms of customers and audiences, communication can become a challenge. However, through the use of AI in customer support, these businesses can reach hundreds and thousands of customers within a fraction of a second. This allows businesses to notify customers regarding the latest updates, offers, opportunities, and more.

5. Applying personalization to communication

Many modern-day customers want personalization when it comes to communicating with their favorite businesses. For instance, they can choose to hear automated communications from businesses in their favorite fictional characters' voices. This is only possible through AI implementation in customer support.

In the years ahead, AI is set to play an even more prominent role in customer support for delivering efficiency and effectiveness on all fronts.

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