Artificial Intelligence is assuming the role of a primary driver in modern technologies. AI is transforming how businesses operate. It affects multiple sectors’ operations, including transportation and logistics, manufacturing, IT, and customer service. AI can simulate human thinking capability and behavior. It brings with itself a promise of authentic human-to-machine interaction.
As AI makes the machines more capable of independent reasoning, it is altering how the help desks operate. It provides intelligent recommendations to the help desk employees, hence lowering the tickets’ response and resolution time. Resolving customer issues in a shorter span is critical to a business to improve its scalability and productivity.
With the use of a data analytics tool, AI can scan the database for customer issues, identify keywords, and suggest relevant solution articles or canned responses. The help desk team can add to the response section. Resolving the problem in a minimum turnaround time results in more robust customer engagement. Deploying the AI IT support service software in the help desk augments the agents’ capacity to monitor and route the tickets to the concerned department.
According to a survey conducted by a research group, 32% of major companies around the world are currently using AI customer service technologies. This is the second most common use of artificial intelligence after IT. AI in the help desk can streamline the support process, empowering the customers to deliver a delightful customer experience. Here are the four ways AI has changed customer service.
With the introduction of AI-powered chatbots and virtual support agents, customers can get ready assistance. Strong chatbots with ML and NLP capabilities can continuously engage themselves to learn about the customers. It can look into the customer’s database to identify their behavioral patterns regarding the concerned service or brand. Chatbots assist the customer to self serve themselves with the help of the suggestions provided by the bot. Customers do not have to wait for the next to help desk agents be free to solve more straightforward issues like resetting passwords, bill payments, or other routine tasks.
Chatbots are also replacing the traditional IVR (Interactive Voice Response) technology. While IVR engages in linear dialogue, it sometimes fails to meet the customer’s dynamic requirements and directs them to specific prerecorded messages. Chatbots, however, engages with the customer in a non-linear manner. Chatbots with machine learning capability can learn about the customer’s on-site behavior in real-time to generate relevant responses. The personalized assistance rendered by the chatbots assists the customers successfully to self serve themselves.
Improved Customer Service and Relationship Management
The Intelligent Automation capability of AI is transforming how the help desk operates. The manual classification system for ticket prioritization is complicated and cluttered, with too many categories making it difficult for the agents to choose the right ticket without violating the SLA norms. With AI-powered automation tools, the software can quickly escalate tickets based on their SLA. A service-level agreement (SLA) is a contract between the customer and the service provider. The customer specifies the terms and conditions of the services the company will furnish. Automatic ticket classification uses AI tools to process, understand, and categorize the ticket most appropriately.
The AI-equipped help desks can be engaged to learn about the user’s intent 24/7. A customer can approach the chatbots or virtual assistants at any given hour to get ready assistance. The chatbots with NLP capability can learn the dynamics of the human language. This feature allows each conversation to feel natural and helps the customers quickly and accurately find the information they are searching for.
Makes Big Data More Accessible
Collecting the large data sets about the customers is a hectic task. For years, companies have struggled to process big data to make informed marketing and customer service decisions. Artificial intelligence’s ability to work with data analytics is the primary reason why AI and Big Data have become inseparable entities. ML and the deep learning capability of AI help it to learn actively from data input. Artificial intelligence has the potential to analyze the hordes of data quickly and converts it into easily accessible reports. Companies can access the processed data to improve their market strategies to make their business more customer-oriented. Data analytics has become less labor-intensive, and managing and analyzing data sets has become less time-consuming, allowing companies to focus on maximizing their productivity.
Artificial Intelligence-enabled technology helps businesses collect, process, and analyze large data sets to extract relevant information. This has improved their decision-making capabilities for delivering enhanced customer service. AI-powered chatbots are available 24/7 to provide ready assistance to the customers. Customers can meet their demands immediately, hence improving the brand loyalty base of the company.