Customer service is a critical component of any business, and automating it with AI can help companies provide a better experience for their customers. AI-powered customer service solutions can help reduce wait times, increase customer satisfaction, and provide a more efficient process for the company. AI chatbots and conversational AI platforms are two of the most popular technologies used to automate customer service. For instance, the Dutch telecommunications company KPN used voice recognition to reduce its average wait time by 30 seconds per call and increased its net promoter score by 17 points.
When a customer calls in, AI authenticates them, recognizes their intent, and automatically answers or directs them to the right agent. It also extracts customer details and call history and transcribes its own words so that the agent immediately has the right context. This helps brands handle more incoming customer requests without sacrificing the quality of service. AI can also enable proactive self-service for customers in the form of chatbots, IVR, and visual bots.
Pura Vida is one of many companies that have used AI for customer service and have seen significant reductions in customer wait times. AI-powered customer service solutions provide agents with all the tools they need to respond to inquiries quickly and effectively, which in turn allows them to provide a great customer experience and feel satisfied with a job well done. Data-based customer service solutions inspired by humans and validated by AI allow consumers to offer a faster, easier customer experience and a more efficient process to the company that uses them. Managing customer emotions through the customer service experience is essential for achieving happier and more loyal customers, and it's now easier thanks to AI.
With these results, it's easy to understand why brands are making AI technology an integral part of their customer service strategy. Just as important, when a customer needs to communicate with a live customer service agent, these AI-powered solutions are capable of increasing the overall performance of the human agent. AI-driven customer service solutions can also help companies save money by reducing labor costs associated with manual processes. By automating mundane tasks such as authentication, data extraction, and call routing, companies can free up their agents to focus on more complex tasks that require human interaction. In addition, AI-powered solutions can help companies gain valuable insights into their customers' needs and preferences. By analyzing data from past interactions, companies can gain valuable insights into how they can better serve their customers in the future.