Welcome To The Future – AI Customer Service

From SIRI to self-driving cars, Artificial Intelligence (AI) is progressing. Science fiction movies always show it as robots with human characteristics. In reality, AI can be anything from Google’s search algorithms to IBM’s Watson.

Narrow AI (or weak AI) is what we know today as Artificial Intelligence. It is designed to perform specific tasks (e.g. facial recognition on iPhone X or only internet searches in Google). The long-term goal of many types of research is General AI (AGI), but this would outperform humans at nearly every cognitive task, while narrow AI exclusively outperforms humans in specific tasks.

Virtualization and Machine Learning are knocking at operators doors. Here are 3 challenges that these technologies are called to solve.

But, how can AI-powered customer service support telecom operators to develop a better relationship with their clients?

Personalized Customer Service

According to researchers, only the 30% of a large amount of data in databases has real value if it is analyzed properly, with AI Contact Centers can help to accumulate all customer data to deliver unmatched personalized care throughout the customer experience. AI technologies are able to detect the caller’s emotion and tone within a millisecond, helping to enhance the caller’s expectation on the call, providing personalized customer service if it is needed.

Enhanced Service Quality

AI technologies can be used to monitor all the data daily-generated by calls and provide proper feedback to the agents in real-time. Thus, as all the operational activities are recorded and supervised, with a strong analysis of it the service quality in the organization can be improved.

AI is transforming the complete customer service experience in numerous ways. Managing the major part of digital technologies, human agents will have enough time to get more focus on other priority issues which may require human attention. Moreover, 24/7 customer engagement across channels like chatbot, IVR, emails, messaging and so on are benefits that are going to help contact center to offer outstanding customer experience.

AI Customer Service Market Growth

According to IDC, it is estimated that the AI market will grow from $8 billion in 2016 to $47 billion in 2020. There are certainly many business benefits gained from AI technologies today, but there are also obstacles to AI adoption as expressed by companies with no plans of investing in AI:

• There is no defined business case  42%
• Not clear what AI can be used for  39%
• Don’t have the required skills  33%
• Need first to invest in modernizing data mgt platform  29%

To sum up, customer service is expensive for companies and frequent bad experiences for customers. AI-powered customer service can help to mitigate some of these problems, although implementing successful automation at your company is not an easy task. Trends show that the business will adopt it in a near future, but are we prepared to interact with a machine when we are having problems?

Virtualization and Machine Learning are knocking at operators doors. Here are 3 challenges that these technologies are called to solve.