Best AI for Customer Care for Your Business
According to Capgemini Research Institute, 71% of organizations believe that AI for customer care can help improve their service by offering automated and personalized support. Moreover, around 83% of businesses find AI chatbots helpful in enhancing their knowledge management and believe that it can revolutionize the way they work.
Imagine working with a tool that understands your customers' needs and responds to them promptly without requiring much human intervention. That's exactly what AI in customer care can offer. So, if you've been wondering how AI can benefit your business customer service, you're in the right place.
We understand that integrating AI into your customer service solutions can seem a tough call because you want to give your customers the best support. But we're here to explain how it is a smart thing to do and will break it down for you in simple, easy-to-understand terms.
So, instead of feeling overwhelmed by all the generative AI buzz, read on to know why and how it's relevant to your customer care tasks!
1How is AI Used for Customer Care
Customer acquisition and satisfaction are getting harder for businesses. Netomi's State of Customer Service report notes that 3 in 5 people have hung up on a customer care agent out of the waiting frustration, and rightfully so.
In comparison, according to a survey by Verint, 47% of customers think that AI saves time and resolves their issues better, while 33% agree that it makes their customer service experience better as compared to engaging with a human.
You see, AI in customer care is not just about having chatbots to answer basic questions. It’s more about providing you with useful information, guiding you through different tasks, and even scheduling an appointment with a technician if needed. Plus, there are tons of ways to use AI to make your customer service experience even better!
For instance, let’s turn the whole scenario around and see it from a customer’s point of view.
What if you want to schedule an appointment with your doctor but don't want to wait on hold to speak with the assistant? This is where AI-powered customer service comes into play!
It will give you an instant personalized response that will make you feel like you're talking to a real person who knows exactly what you need. You can tell them the issue you’re facing, and they'll set up an appointment in no time! No need for you to dig up your medical card number or give details of your medical history.
2Benefits of Using AI in Customer Service
As companies search for ways to enhance their operations, a smart AI chatbot for customer care claims its place. From slashing operational costs to boosting overall efficiency, the advantages of integrating AI into customer service are vast and varied. Here are some of them:
AI Keeps Costs Low
Automated responses and self-service options reduce the need for a large customer service team, cutting down on labor costs. For example, a chatbot can handle multiple customer inquiries at once, something that would require several human agents.
Higher Productivity and Better Efficiency
AI tools can sort through vast amounts of data in seconds, identify patterns, and provide solutions, which would take a human agent much longer to accomplish. For instance, an AI system can categorize customer emails and route them to the appropriate department, ensuring that customer issues are addressed promptly and by the right person.
Reduced Response and Handle Times
Customers value their time, and a quick response from customer service can make a difference. For example, suppose a customer has a question about their order status. In that case, an AI system can instantly access the order information and provide an update, all within a matter of seconds.
Better Predictions of Customer Behavior
AI can anticipate customer needs and provide personalized recommendations by understanding past interactions and preferences. For example, if a customer frequently purchases a particular product, the AI system can suggest similar products, enhancing the customer experience and potentially leading to more sales.
Improved Customer Support Workflows
Automated ticketing systems ensure that customer inquiries are quickly routed to the correct department or agent. These changes surely reduce the time customers wait for a resolution and make them like your business.
Less Burnout and Improved Morale
Customer service is demanding, but AI can help lift some of the pressure on human agents. It lets agents focus on the important aspects of their job by handling routine inquiries and tasks. This eventually means there’s less burnout and improved morale.
Boosts Customer Satisfaction and Customer Retention
An AI chatbot in customer service can mean higher customer satisfaction and retention if used well. Quick responses and smart problem resolution create a positive customer experience. Satisfied customers are likely to remain loyal to a brand and recommend it to others, driving business growth and success.
3The Challenges of AI in Customer Service
Your customers are quick to leave if they don't get the desired support, so getting an AI chatbot for customer care is only part of it. You must overcome the challenges it brings along and smartly integrate it into your business. When you're learning your way around AI for customer care, here are some hurdles you might come across:
1Keeping Up with AI Updates
AI is a rapidly evolving field, with new updates and advancements occurring regularly. For businesses, this means that there is a constant need to stay updated to ensure that their AI tools are current and performing optimally. An outdated chatbot might provide incorrect or outdated information to customers. So, to address this challenge, businesses need to allocate resources for regular updates and maintenance of their AI tools, which is extra work.
1Training the Staff to Learn AI
Human oversight and intervention are still crucial in AI for customer care, which means that staff needs to be trained to work alongside AI tools. Customer service agents should know how to take over a conversation from a chatbot when a customer's query is too complex or sensitive to be handled by AI alone. Therefore, ensuring this aspect of AI for customer care can be resource-intensive.
1Making Sure It's On-point and Not Counterintuitive to the Purpose
The primary goal of using AI for customer care is to enhance the customer experience. However, if not implemented correctly, AI can end up being counterintuitive to this purpose. Say a chatbot that repeatedly misinterprets customer queries. This way, it might provide irrelevant responses and cause frustration rather than assistance.
1Not Making Your Customer Care All Too Robotic
There's a fine line between efficiency and impersonality in using AI for customer care. Your customers will still value human connection and empathy. So, a chatbot that responds in a very formal and mechanical manner might come across as cold and uncaring, potentially harming the customer relationship.
4Get Started with AI Chatbot for Your Customer Care
When you're ready to use an AI chatbot for customer care, pick a smart platform like ChatInsight.AI. It'll simplify your transition and help you deploy a chatbot with a few guided steps. Not sure how you can work your way around ChatInsight.AI? Here's a step-by-step guide for this cool tool:
Develop Your Knowledge Base
The effectiveness of ChatInsight hinges on a well-structured knowledge base. Ensure each article in the knowledge base has a clear title and instructions on its usage. For multilingual applications, clarify and translate key terms and sentences to enhance translation accuracy and answer quality.
Build Your Bot
Start by assigning a unique internal name for management purposes and then set a public-facing title. You can also include an example query related to your first article and choose the appropriate data source based on the prompts you give to ChatInsight.AI. The last step in this phase is to retain default settings where possible and finalize the setup.
Test Your Bot
After configuring the bot, use the provided testing ground to assess its responses. At this point, you should make sure the questions are well-aligned with the knowledge base to get relevant answers. You can easily edit articles for better relevance and utilize the references under the answers to edit original articles.
Deploy Your AI Chatbot
Now, share the chatbot's URL with end-users or integrate it into apps and embed it as an iFrame or Chat Widget in your website or applications. You can customize the chat widget's appearance and utilize the bot with AirDroid Business for enhanced functionality.
AI for customer care can streamline operations, provide personalized support, and enhance overall customer satisfaction. However, you must approach this integration keenly, being mindful of potential challenges and ensuring that the human element remains.
Taking the time to understand your AI tools, ensuring your team is well-trained, and maintaining the human touch in customer interactions are all crucial steps.
1Are chatbots good for customer service?
Yes, chatbots are beneficial for customer service. They provide instant responses, are available 24/7, and can handle a high volume of queries, which improves efficiency and customer satisfaction. However, it's important to balance their use with human support for more complex issues.
2How is AI used in customer service?
AI is used in customer service for various purposes, such as automating responses through chatbots and analyzing customer sentiment. It helps make the customer support process more efficient and tailored to individual needs.
3How has AI improved customer service?
AI has improved customer service by reducing response times and the workload on human agents. These tools provide personalized support and help predict customer behavior for better service planning. This overall leads to a more efficient and satisfying customer experience.
3Will AI take over customer service?
While AI significantly transforms customer service, it is unlikely to completely take over. The human touch is still crucial, especially for complex or sensitive issues. AI will continue to be a valuable tool that complements and supports human agents in customer service.