How AI is Transforming Digital Customer Service: Give in 6 Examples

You can find a huge difference in the use of Artificial Intelligence in corporate sectors before and after pandemic. Since the pandemic, customer service became a rollercoaster ride for companies. As day by day customer expectations are increasing from companies. According to a recent survey, 72% of consumers say they will remain loyal to companies that provide faster service. On an average 78% of service agents say they find it difficult to balance between quality and speed in customer service. And all these issues generated pressures and made service organisations to turnover rate up to 19%.

Generative Artificial Intelligence has stepped into industries just a few years ago. It's potential power and new technology invention make business leaders to include generative AI strategy within a good budget. It brings crucial changes and benefits to customer services. Let's dive into this blog into what AI is in contact centres, its benefits with examples and how you can get started.

What is Contact Center AI?

It is an artificial intelligence technology application utilised by contact centres. It mostly helps in enhancing efficiency, improving contact centre performance and optimising customer support efficiently. For instance machine learning and generative AI are the prime examples in a call centre. AI helps is assisting agents with number of automating tasks like:

• Artificial Intelligence helps in giving replies to customers with FAQs, order tracking, and during troubleshooting.

• Helping customers with better guidance during a purchase process.

• Guide through booking appointments and making accurate reservations.

• Routing customer service requests to the appropriate team or agent.

95% of customer interactions will be supported by AI technology by 2025 as per Gartner survey. Artificial Intelligence helps agents to perform better and focus on high-value tasks with automated processes and real-time assistance support. Even it helps customers by delivering high-quality support and experiences.

Importance of AI in Customer Service

Artificial Intelligence plays a crucial role in boosting customer service through automated tasks, personalising interactions, and predicting customer demands. In this digital era, customers can expect quick and personalised responses, Artificial Intelligence enables businesses to meet these expectations efficiently.

5 Key Considerations of AI in Contact Centers

Predictive Call Routing Systems: This system helps in matching customers as per their specific agents with proper skills and experiences to manage specific questions with issues. AI enables smart call routing by developing customer behaviour profiles to gain an understanding of customer journey and personas.

Overall, each caller customization service comes with better customer experience. As a result, agents get free time to close tickets quickly. It not only reduces the workload but also reduces agent incidence burnout.

1. Intelligent Interactive Voice Response: This process involves a series of customers' recorded questions that helps contact centres to understand customers' needs. IVR technology is constantly evolving and improving to integrate with conversational AI. Conversational Artificial Intelligence enables voice bots to be well equipped with natural language processes and understanding it provides a better intelligent self-service customer experience.

2. Automate with Chatbots: As per Havard business review, approximately 81% of customers prefer to deal with their issues on their own before connecting to a live agent.There AI-powered conversational chatbots adjust the best. chatbots' communication with customers helps in reducing call volume, freeing agents to focus more on complex customer issues. As per report automation may potentially replace 29% of agency responsibilities that significantly reduces contact centre costs.According to Juniper research AI-powered chatbots help businesses to save $8 billion annually by 2022. It is discovered that chatbots help contact centres by saving up to $1 million for each second they trim from average response times.

3. Better Scale Operations: AI's utilisation is not for replacing agents but to let them free to focus more on value-added tasks. Artificial Intelligence will manage simple,and mundane tasks without hiring extra agents for it. AI can help to manage large chunk of work without human help from live agents. AI Automation offers enough flexibility to create a customised contact centre, which consistently meets customer requirements without the exorbitant costs of adding agent seats.

4. Accurate Interaction Analytics: Besides helping customers and agents, AI also provides powerful analytics of choosing the work on the basis of their importance in contact centre management. Artificial Intelligence helps in accessing calltimes insights, fast resolutions, with giving details on how the contact centre is operating.  AI measures customer personality, tone, and sentiment to provide comprehensive and accurate analytics to both agent and supervisor.

Benefits of Using AI in the Contact Center

Using artificial intelligence  provides a multitude of benefits that help in boosting efficiency. It also improves customer experiences by driving business success. Checkout the key benefits of integrating AI:

Efficiency and Scalability

AI powered chatbots help in managing automated responses for large volumes of customer queries by reducing wait times with improving response rates.

AI algorithms help in resource optimization in workforce management. Allocate resources effectively by streamlining workflows that leads to operational efficiency improvement.

Artificial Intelligence solutions bring easy scalability in customer demand accommodation without increasing cost or workforce.

Improved Customer Experience

Artificial Intelligence delivers personalised recommendations by analysing customer data. The personalization in offering, supporting brings better customer satisfaction and loyalty.

Businesses can provide round-the-clock customer support to ensure better customer assistance anywhere, anytime.

AI ensures consistent service quality through eliminating human errors in variable customer interactions. 

Cost-Effective Operations

AI reduces costs by automating routine tasks without human intervention leading towards significant cost savings for businesses.

The predictive analytics help in understanding customer needs and behaviour that allow businesses to allocate resources efficiently by reducing unnecessary expenses.

A positive return on investment comes after implementing AI-driven contact centre solutions by many businesses. As it helps in increasing efficiency and customer satisfaction.

Data-Driven Insights

Get better customer insights through Artificial Intelligence. It analyses customer interactions and feedback through valuable insights on customer preferences, trends and behaviour.

AI powered analytics tools increase performance metrics through real-time insights into contact centre performance, enabling continuous improvement.

Artificial Intelligence data driven insights help in strategic decision making on product development, implement right marketing strategies and through customer engagement.

Enhanced Security and Compliance

AI-powered data security solutions help in detecting and preventing potential security threats. It ensures safety  on customer data privacy.

Automating compliance checks ensures industry regulations and standards by adhering to policies.

Ability to Changing Trends

Artificial Intelligence enables businesses to adopt innovation in changing customer preferences, technological advancements with current marketing trends.

Businesses make future-proof contact centre operations with the help of AI adoptions. It help them to stay ahead of competitors in this digital landscape.

AI Examples across 6 Industries

1. Finance and Banking Examples

AI brings financial cyber security next level solutions by utilising deep learning technologies in analysing patterns and spot suspicious behaviour and potential fraud. For instance:

• Paypal managed to reduce its fraud rate to 0.32% of revenue through a deep learning system that helps in real-time analysing.

• Trading and investment management are using machine learning,which is a substance of artificial intelligence.

• Machine learning system automates statistical model building to help in rising artificial intelligence in hedge funds and robo-advisory platforms. AI helps in managing everyday financial management tasks like assessing credit quality or automating client interactions.

2. Healthcare Examples

AI in healthcare is helping organisations to analyse complex medical data  like CT scans, X-rays, different screening and tests. Use patient's data along with external knowledge sources like clinical research, medical professionals to build a personalized treatment path for everyone. AI provides real-time medical advice to patients along with on-site clinical decision support.

• At Babylon AI doctor app one can use speech recognition to consult with patients. Offers them treatments by checking their symptoms against a database.

• Another app of virtual nurses in the name Molly by Sense.ly provides clinical advice to patients. It provides services by using a proprietary classification engine that listens to the patient and delivers an adequate response.

• Microsoft's Hanover project uses machine learning and natural language processes to give predictions on effective cancer drug treatment options for individual patients.

3. Retail and Etail Examples

Machine learning and artificial intelligence are the best applications used in etail and retail industries. Conversation intelligence software helps organisations to interact with customers to follow up leads. It helps in analysing and segmenting sales calls by utilising speech recognition and natural language processing. Chatbots allow retail companies to run 24x7 customer service without human intervention.

• Big e-commerce platforms like Amazon make use of heavy recommender systems to boost their revenue at an impressive rate.

• Darwin Pricing software utilises artificial neural networks to model price expectations at different locations to enable retailers in offering geo-targeted discounts.

4. Technology Examples

Technology leaders like Apple, Google, IBM acquire smaller AI companies to gain a competitive advantage in this digital world.As they have products which are hard to understand for a common man, here chatbots and virtual customer assistance use speech recognition and natural language processing are indispensable for tech companies.

• The intelligent voice assistants like Google Home, Apple Siri and Microsoft Cortana use neural networks to analyse human language and return appropriate answers.

• Skype offers real time AI translations, Google Translate uses a unique machine translation system to provide accurate translation between any two languages.

• Facebook is using a face and image recognition system after heavy research.

5. Higher Education Examples

In the higher education field, artificial intelligence makes possible personalised learning to customise educational content  as per each individual student's personalised learning.  Data analytics helps in implementing adaptive learning programs by allowing educators to evaluate performance through data collection and analysis. It helps in adjusting learning materials as per each student's learning progress.

• Oregon State University used adaptive learning technologies to personalise their hardest courses with highest attrition rates.

• Northern Arizona University implemented a university wide, DFW method that has already decreased from 23 to 19 percent.

• The Michigan University used an automated text analysis  program for review writing submission, identifying student's strengths and weaknesses and according to that, recommending revisions on specific subjects to each student.

6. Energy & Utility Examples

Artificial intelligence is still going through an experiment period in the energy and utility industry. Many companies are eager to invest in new technologies in this sector. Like Big data and artificial intelligence deals in the energy industry that went up tenfold just in 2017.

• The popular implementations are intelligent energy forecasts, data analytics for managing intermittent renewable generation, and self-healing digital grids.

• Deep learning algorithms are expected to be used in identifying power grids vulnerabilities for analysing patterns.

How Teldrip AI Solutions Help in Improving Customer Experiences?

Automation is developing greater efficiency in customer interactions along with preserving the human touch. With its help, customers can get fast answers to their queries, they can connect quickly to a live agent. Automation supports agents by giving them more information about customer's needs, therefore they can address themselves effectively and deliver personalised experiences of today's customer's expectations. AI for contact centres is widespread to  provide a competitive advantage. Teldrip's platform is delivering call centre operations and valuable AI solutions through conversation intelligence. Businesses  can use Teldrip solutions to upgrade your call centre operations. Our tracking systems help in gaining customer insights through calls. Teldrip's automated QA features include immediate, automated call scoring. Contact centre managers can monitor QA efficiently to make sure agents keep customer conversations on the right track. Book a demo with Teldrip today and discover how you can engage and convert more customers than even before with Teldrip AI solutions.

Final Thought

AI in customer services is not difficult to either understand or implement. Work more on how to personalise generative AI for every customer experience and enhance their efficiency. Then checkout how you can use most of AI to be used for customer service. First you can start by deploying an AI assistant with a set of standard actions that comes from Teldrip data.

You can extend your strategies to fit your business needs with Teldrip AI solutions. It means you can deliver an AI- enhanced service experience without burning your pocket or completely stripping away the human touch.

Teldrip also facilitates seamless  integration into leading contact centre systems and CRMs. With AI for your contact centre you can improve costs, sales and productivity along with many more.