Artificial intelligence (AI) is revolutionizing businesses worldwide, so why not integrate it into yours? You could use it to improve your customer service department and meet your clients’ needs. Here’s how you can use it to make them happier.
1. Chatbot
You’ve probably heard of — or even used — a chatbot before. It’s incredibly helpful in customer service because it can respond to multiple people simultaneously, freeing up agents for more important tasks.
AI bases its responses on a massive data set, so it essentially knows the same things as humans. Plus, it’s available outside regular business hours, which can be incredibly helpful for people who urgently need an answer.
People like to use chatbots to get quick answers to their questions. One 2022 survey on customer satisfaction found that nearly 60% of people felt neutral or happy with their experience.
2. Review Analysis
According to one study, a lack of consistent cash flow causes 82% of small businesses to close their doors for good. Clients being slow with payments or outright refusing to pay is one of the biggest reasons behind the lack of revenue.
You’ll be much more successful if you maintain a good relationship with customers and keep them happy. Utilizing client reviews to meet their requests is one of the best ways to do so. AI can easily detect hidden patterns in massive data sets, allowing you to analyze and recognize potential areas of improvement.
3. Queue Length Prediction
Have you ever been on hold before? Listening to staticky music while sitting in the queue for an unknown time can quickly become frustrating. However, AI can track customer service agents to tell clients how long the wait will be.
People will be much more appreciative when they know exactly how long they’ll have to wait to speak to someone. The AI will always be accurate because it can update in real time.
4. FAQ Personalization
A frequently-asked questions (FAQ) page on your business’s website can help clients find answers without contacting someone. Still, many reach out to a customer service agent because it’s often too general.
AI can track what questions people ask through email, phone and text and generate answers based on its knowledge of the business. It can constantly run in the background, and the FAQ page it creates will update in real time to align with what your clients are asking.
5. Email Tagging
Customer service agents usually dig through many emails daily to answer questions and help clients. While your current system may work well, you could improve it with AI.
An AI tagging tool can read through all the messages, categorize them and send them to the most relevant department. Clients will get accurate responses faster when they automatically connect with the right person.
6. Client Behavior Prediction
Predictive AI can provide better service to clients by using their past and current behavior to determine what they’ll do in the future. It can gather information on their preferences and previous complaints to build an accurate profile. From there, it provides insight into their wants and needs so you can exceed their expectations and improve your relationship with them.
7. NLP Analysis
Natural language processing (NLP) is a branch of AI that can recognize and understand words and speech. Have you ever used ChatGPT? It uses this technology to read and process text, making its conversations sound real and meaningful.
You can use it to analyze client conversations and find patterns or identify mood changes. For example, it could tell you when they’re about to become frustrated on a call, giving you a chance to de-escalate in advance.
8. Generative AI Messaging
Generative AI can create music, images or text without human input. You can use it to streamline client interactions because it can produce quality responses in seconds.
Since tools like ChatGPT can respond almost instantaneously, it’s OK for a customer service agent to use one during a conversation. It could provide more insight into the client’s question or whip up a thoughtful answer.
9. Service Suggestions
AI can suggest the best possible actions to customer service agents to help them maximize client happiness. For example, imagine someone calling your business to complain about a delay. Instead of guessing how to appease them, the algorithm would use its data on them to tell you exactly what to do. Customer service agents experience a 14% increase in productivity once they use AI, meaning you’ll also have much faster response times.
10. NLP Translation
Most businesses have clients that speak different languages, use a lot of slang or have thick accents. They might become frustrated when a customer service agent doesn’t understand them, so you should consider using AI to minimize the chances of that happening.
One benefit of NLP is that it can understand multiple languages and slang if you train it. It works over the phone or text, translating what someone says in real time. It’s much faster and more accurate than plugging words into Google Translate.
Plus, you can even advertise your multilingual customer support capabilities. Your clients will appreciate being able to speak in the languages they’re most fluent in. Also, they’ll likely feel much happier when their conversations flow smoothly.
11. Response Data Collection
Even though most businesses in the United States use net promoter and customer satisfaction scores to see how happy their clients are, these tools usually miss crucial details because they don’t consider personal responses.
They often only give you a piece of the bigger picture because of this oversight. AI can read through all the responses and recognize gaps to find the underlying issue and improve their experiences.
Make Your Clients Happy
AI can revolutionize your customer service department by speeding everything up and giving you more ways to succeed. It can be incredibly beneficial whether you’re analyzing client reviews to find areas of improvement or using it to translate languages in real time, making it a potentially invaluable tool.
