How AI makes customer service more efficient, faster, and more personal
AI in customer service: Artificial intelligence (AI) in customer service is changing customer contact. AI solutions not only optimize processes, they also improve customer satisfaction through faster and more precise responses. Read here how AI is used in customer service, what advantages artificial intelligence offers in customer service and how companies benefit from AI-based tools. As a ServiceNow Premier Partner in Switzerland, we also introduce you to ServiceNow’s market-leading AI solutions.
Application examples of AI in customer service: How is artificial intelligence used in customer service?
The use of AI in customer service is diverse and offers numerous application possibilities. From chatbots and automated ticket assignment to sentiment analysis, AI systems significantly improve the efficiency and quality of customer service. The following are examples of AI applications in customer service:
- Chatbots and virtual assistants: Chatbots and virtual assistants are probably the best-known applications of AI in customer service. They answer customer queries around the clock and are able to clarify simple questions immediately.
- Automated ticket assignment: AI solutions can automatically categorize customer inquiries and forward them to the right departments. This speeds up the entire process and ensures that requests are dealt with by the right experts. This significantly reduces waiting times for customers.
- Sentiment analysis: AI can also be used to analyze customer sentiment. By evaluating texts and language, systems can recognize whether customers are satisfied, angry or neutral. This enables companies to react more quickly to negative experiences and initiate targeted measures to improve customer satisfaction.
- Personalized recommendations: By collecting and analyzing customer data, AI systems can provide personalized recommendations. Whether product recommendations or tailor-made solutions, artificial intelligence helps to make customer service more individual.
Advantages of AI in customer service
The implementation of AI in customer service offers numerous advantages that both increase efficiency and improve customer satisfaction. Here are some of the key benefits:
- Increased efficiency: AI tools process requests faster than employees and can handle multiple requests simultaneously. This increases efficiency and reduces costs.
- Improved customer satisfaction: Fast and accurate responses improve the customer experience. Artificial intelligence ensures that customers feel heard and understood, which leads to greater satisfaction.
- Reduced workload for employees: Thanks to the automation of routine tasks, employees have more time to devote to more complex problems. This increases the quality of support and promotes employee satisfaction.
- Scalability: AI solutions can be easily scaled. Regardless of whether a company is growing or has to cope with seasonal peaks, AI adapts flexibly and ensures a consistently high quality of service.
AI solutions from ServiceNow for customer service
ServiceNow uses artificial intelligence to transform customer service. On the ServiceNow platform, companies can create automated workflows that increase efficiency and shorten the processing time of requests. The platform offers the following features:
- Intelligent chatbots: chatbots answer customer queries around the clock and solve simple problems immediately. They are able to have contextual conversations, making the interaction more natural and effective. Chatbots can also seamlessly hand over to customer service agents when a request becomes more complex.
- Automated ticket assignment: ServiceNow Customer Service Management uses advanced algorithms to analyze incoming requests and automatically route them to the appropriate departments or employees. This reduces processing time and ensures that requests are handled by the right experts.
- Predictive analytics: By integrating machine learning algorithms, ServiceNow CSM can predict trends and potential problems before they escalate. Companies can act proactively to significantly improve the customer experience. These predictive capabilities also help to identify recurring issues and develop long-term solutions.
What you need to consider if you want to implement AI in customer service
The implementation of AI in customer service is an important step that needs to be well planned. Here are some points you should bear in mind:
- Clear objective: define what goals you want to achieve with the use of AI. This will help you stay focused and select the right solutions.
- Data quality: AI tools are only as good as the data they work with. Make sure your data is clean and relevant.
- Employee training: Your employees should be trained in the use of new technologies in order to fully exploit the potential of AI.
- Integration into existing systems: Make sure that the new AI solutions can be seamlessly integrated into your existing systems to ensure smooth processes.
Data protection: Observe the applicable data protection regulations and ensure that customer data is handled securely and responsibly.
