Oct 09 2024 16 mins 61
in today’s competitive landscape, quality service is crucial for long-term success of any business. In this episode of the AI Today hosts Kathleen Walch and Ron Schmelzer discuss the use of AI in customer service.
AI-Powered Offerings
The use of AI chatbots and LLMs are having a significant impact on customer service. In this podcast we discuss how AI chatbots are handling a wide range of tasks, from troubleshooting issues to interacting with potential customers. We share examples of how these chatbots can proactively engage customers, providing relevant information and guiding them through various touch points throughout their entire customer journey.
Additionally, AI is also revolutionizing self-service options, empowering customers to resolve their issues without needing to contact a support agent. AI-powered help centers use NLP to interpret customer inquiries. They can then be directed to relevant resources or guided through troubleshooting steps. Rather than just providing general help, which may or not actually address that person's issues, AI can now provide personalized service and help.
Enhancing Interactions with AI
The idea of hyperpersonalization, treating each individual as an individual, is enabled because of AI. Indeed, customer service is taking advantage of this by personalizing interactions. We share examples of how companies are analyzing customer data, and using AI to predict customer needs, offer personalized recommendations, and tailor interactions to individual preferences.
With the help if AI, companies are also able to get customer feedback and sentiment analysis. AI can gauge customer sentiment in real-time which allows businesses to respond promptly to negative feedback or capitalize on positive experiences. We discuss how this is helping impact customer service at many different organizations.
Undeniably, AI is transforming customer service. And, we provide many examples of AI's impact in this episode.
Show Notes:
- AI Today Podcast #78: AI in Customer Experience
- AI Today Podcast #47: AI in Customer Service — AI Use Case Series
