You might be wondering how will Customer Service look in the future, will it get worse or better? how will it improve?
In this blog, we will uncover the future of customer service and how it will change.
AI Powered Assistances
Artificial Intelligence is basically taking over the world, customer service is also starting to revolutionize customer service with chatbots and virtual assistants that offer immediate and right away support.
The Benefits?
24/7 availability: AI responds to emails and phone calls instantly at all times. You won't ever have to worry about missing an urgent and important call. AI has you covered 24/7.
Reduced Costs: Using an AI phone system reduces costs significantly (Average over 50%). This means we can cut down on labor costs because we don't need as many people to handle a large number of customer interactions.
Plus, AI can juggle multiple conversations at once, boosting productivity and freeing up our human agents to tackle the more complex, high-value stuff that needs a personal touch. In short, AI-driven customer service is a cost-effective way to improve our service and make the best use of our resources.
Improved Customer EX (Experience): With AI, you receive instant replies, so no more complaints about long wait times. AI overall improves and enhances you're customers experience and can increase sales by 2-7%. Therefore, improving your customer service is essential for business survival. Slow, inefficient replies can quickly lead to business failure. According to Zendesk, "After more than one bad experience, around 80% of consumers say they would rather do business with a competitor."
Expandability & Scalability : AI systems can keep way more information than humans can. As your business grows, the volume of customer interactions increase, AI systems can handle more calls and emails staying consistent. You can trust the AI will stay consistent and respond to all customers/clients responses.
What Are The Challenges?
Lack of human touch: Customers may feel a stronger connection when speaking to a real person other than a bot. AI might struggle to provide empathy and the emotional understandings that human agents might do a better job in. Clients with more complicated and personalized questions might not receive the best relatable responses.
Accuracy and Precision: AI responses are based on algorithms and data from online that we give, and a lot of data is outdated and lots of errors/mistakes, which could possibly lead to inaccurate and incorrect information. For instance, if a website hasn't updated its delivery restrictions—like not shipping to Australia—the AI might provide incorrect information based on outdated data. This could potentially lead to customer dissatisfaction or confusion if not managed carefully.
Maintenance and Updates: AI is progressively improving every single day, there is a new update every other day, therefore maintaining and updating each tool is very time consuming. Updating the AI software are essential to fix bugs, improve performance and adding new features.
Therefore, having digital customer service can be a significant boost in revenue but also quite a challenge for businesses. AI powered ensures that businesses can grow and adapt without compromising on the quality of customer service.
The future of customer service may improve by a significant amount and as fast as possible as AI gets better, it's all about making things run smoother and quicker. As more companies will start using and seeing how AI can personalize interactions and fix issues faster than ever. Embracing AI in customer service is really shaking up how we connect with customers, making everything a lot smoother and more satisfying overall.
'
Written by Alice K
Comentarios