As a result, customers are able to find solutions without calling customer service. AI that uses machine learning and natural language processing such as Facebook Messenger and IBM Watson are ensuring that businesses stay on brand through their customer service. For example, you can book flights via Facebook Messenger and also proactively reach out to customers via the same channel, something which an agent generally doesn’t have the capacity to do.

Provide conversations everywhere over a single AI interface across all your customer contact channels from email. Artificial Intelligence is fundamentally changing the way we work across several different industries. Customer Service has formed part of those sectors for many years, where it be in retail, finance, manufacturing or law. Experts believe that in the forthcoming years, we may reach a point where will be impossible to tell the difference between a human and AI agent. Post Covid-19, Pharma companies have realized the limitations of relying too much on, and also investing heavily in, face-to-face visits….

What do you need to set up AI for customer service?

Although there are many benefits for using AI in customer service, there are still many issues to deal with. With gradually developed ability to learn from the large dataset, AI email support can offer certain meaningful solutions just like chatbots. It can even fetch some part of email draft for people working in a call center. Any call center with AI machine learning capabilities can perform well by suggesting accurate solutions to specific issues. AI’s learning potential to sense human behavior patterns can contribute to both agents and customers. AI technology is not just for giving direct assistance to customers, but it can also be used to usher customer service path.

  • At the same time, all customer queries need to be addressed in an efficient and effective manner.