One industry that has seen a tremendous shift owing to this phenomenon is customer service. Many call centers now use chatbots, which in turn utilize artificial intelligence to interact with clients, and solve their queries. Artificial intelligence enables these web robots to engage with customers the same way a real customer service representative would. In fact, some bots are so advanced that you would not tell when you are chatting with them. Instead, you would assume you are chatting with a human being. I am sure many of us have chatted with a bot without actually realizing it.
How is AI revolutionizing the customer service industry? Artificial intelligence is bettering the customer service industry in many ways. For instance, it is:
1. Eliminating Rude Customer Service Representatives
There is no getting away from the fact that every profession has its rogue professionals. Likewise, some customer service representatives tend to be rude and hostile to clients. Have you ever encountered such representatives?
Luckily, with artificial intelligence, the issue of rudeness is out of question. Chatbots are always polite and more understanding than many human beings are. They are not subject to a bad day, mood swings or any other problem that could cause them to be rude and hostile towards clients. No matter how stupid your queries are, you can always be certain that you will get a helpful answer.
2. Quick Response
Gone are the days when you had to wait for hours or even days just to get a feedback from a company’s representative if you made an inquiry. This was a serious problem, especially with big companies that lacked enough representatives to address all of their client queries in time. AI enables customers to get answers in real time.
3. Providing Accurate Information
A customer service representative may sometimes err to provide inaccurate or misleading information. But it is understandable because after all to err is human. Many clients have had problems as a result of erroneous information that came from a customer service representative. With artificial intelligence, however, you can be sure that you will only get the right information at any one time.
4. Eliminating Language Barrier
Before AI came along, there was a language barrier problem, which limited many companies and clients from engaging with one another. Sometimes, companies had to part with a lot of money to bring in a language expert who is not even trained in customer service. Language barrier was a serious challenging that prevented seamless communication between the client and the company. That is no longer the case with AI. The latest bots have a capability to interpret any given language and communicate in it.
Final Thoughts
Artificial intelligence is doing some pretty amazing stuff in the realm of customer service. For instance, it eliminates rude customer service experiences and enables rapid response. AI also provides accurate information and solves the language barrier problem. As you can see, there are many benefits to using artificial intelligence in customer service.
By Errole