AI for Customer Service: What is Real?
According to a recent Zendesk study, as much as 42% of B2C customers showed more interest in purchasing after experiencing good customer service. The same study also goes to claim that 52% of them stopped purchasing due to a single disappointing customer support interaction.
There is no argument that forward thinkers consider AI technology as a solution that will open the doors for real-time self-service for customer service platforms. Also, it is true that the technology has power enough to change the way customer service solutions are designed. However, there is a massive hype floating around about how AI assisted responses will completely replace the need for human agents.
Though most of the excitement about AI is due to its two major capabilities:
- Machine learning and
- Natural language processing (NLP)
Machine learning is attributed to a powerful computing system that churns a large amount of data to learn from it. Facebook messenger, request suggestions and spam folders are everyday examples of machine learning processes.
Natural language processing supports your daily interactions with AI software using its ability to process and interpret spoken/written messages. Siri, Cortana, Alexa are the best examples of evolved NLP-based chatbots.
Artificial Intelligence mainly revolves around these two innovative capabilities to power the job of customer support agents. Its cognitive computing power enables businesses to offer efficient services to customers.
Let’s learn more about how much AI can really do for today’s customer service representative working in a call center and for businesses they work for.
