How is AI Impacting the Customer Experience?

While it may have seemed like something out of a science fiction movie just ten years ago, the reality is that artificial intelligence is impacting every step of our lives already, from the way products are assembled to even the way we date. Customer service, especially the self-service aspect of it, is no exception to these sweeping changes.

However, it is important to understand that, if you are a company looking to add AI to your customer service experience, it is not something that should be done arbitrarily. Experts in the field of artificial intelligence have mentioned that artificial intelligence will function at peak efficiency when it aids actual people in delivering better customer service experiences. In other words, AI shouldn’t be a crutch to customer service department becoming overly reliant on, but more as a tool your team can rely on to excel even further at their jobs.

With all of that in mind, let’s take a look at the myriad of ways in which AI is impacting the customer experience and how you can implement it most effectively within your own customer service department.

Customers Can Solve Their Own Problems

When given the opportunity to solve a problem on their own with a useful, correctly integrated set of knowledge base articles, an overwhelming majority of customers will choose to take this option. It is simply because they are more familiar with the problem they are trying to solve than the customer service agent who has been assigned to help them.

However, if your knowledge base is confusing and difficult to navigate, you could very well end up leaving your customers feeling frustrated and unsatisfied. An AI system that is capable of using both machine learning and natural language processing techniques is much more likely to be capable of learning which articles are relevant to a customer’s specific query. Once this happens, the volume of customers who can be helped in a finite period of time will increase significantly.

The Customer Support Team Can Function More Efficiently

Another excellent aspect of having a properly integrated AI system is knowing the same AI that is helping your customers solve their problems more effectively can also be used to help the human members of your customer service team as well.

By implementing AI into your configurable customer support software, you will discover your team is able to find the information they need to better serve customers in a more efficient manner because the knowledge base has become easier to navigate. The speed at which an issue is resolved is one of the more prevalent factors in ranking the satisfaction of a customer service experience. There are a plethora of positive reasons to integrate a tool such as this into your customer service department.

As artificial intelligence finds a way to further integrate itself into our daily lives, we must find a way to make the most of this burgeoning new technology.

If you would like more information about how to successfully automate your customer support software, a PhaseWare team member would be happy to discuss this with you further. Contact us today and we’ll answer any questions you may have.

Scroll to Top