Originally posted on November 15, 2023 | By: Jennifer Evans
There’s a growing belief that AI’s next “killer app” lies in customer service. This area benefits both agents and customers, highlighting AI’s potential to enhance experiences and streamline operations on both sides of the service equation.
Why is customer service AI’s next focal point? If you ask ChatGPT this is what it says:
- Scalability and Efficiency: AI handles vast customer interactions simultaneously, outperforming human agents.
- 24/7 Availability: AI systems provide constant global support.
- Personalization: AI algorithms tailor responses to customer data.
- Cost Reduction: AI automates routine inquiries, reducing labor costs.
- Data-Driven Insights: AI analyzes interactions for customer behavior insights.
When you look at the impact in totality, it looks and sounds more and more like a service reinvention. A lot of the initial impetus was capital hungry startups using chatbots to automate online support. Enterprises quickly saw the value. Over the past decade, chatbots that providers like ServiceNow and Conversica (a supplier of chatbot solutions to ServiceNow among others) offer to enterprise customers and technology companies, for both customer and revenue support, have become ubiquitous. It’s become clear as time has gone on and the technology has evolved that people want to talk to a chatbot as much as they want to deal with voicemail trees: they don’t. They want the fastest path to resolution of the issue they are contacting you about. That was an impasse.
Thus, it’s the combination of chatbot technology (really automation right now, not AI) with generative AI that is transforming the industry. Imagine a chatbot with human response capabilities, trained on internal customer data.
Read the full article to learn about AI in customer service in B2B New Network.