Another day, another way that AI can make your life better..

Don’t look too excited.

Today is all about Customer Service.

Actuallyyy,

we anticipate 100% of customer service interactions will incorporate AI in some form in the future.

So many organisations are already using AI for customer service. 83% of decision makers expect this investment to increase over the next year.

Have you ever wondered why you never get through to the actual human when calling up an airline?

But you can’t blame them really. 72% of consumers say they will remain loyal to companies that provide faster service and 69% of service agents say it’s difficult to balance speed and quality.

By the way, have you checked out Ryanair’s Tiktok Account?

You’re welcome.

Applications AI in Customer Service

• Real-time Agent Assist: AI-powered virtual assistants that assist agents in real-time during calls, improving performance and efficiency.

• Intelligent Chatbots and Virtual Agents: AI-powered chatbots that engage in meaningful conversations with customers, providing information without human intervention.

• Recommendation Agents: AI-driven recommendation systems analyse customer behaviour, purchase history, and preferences to provide personalised recommendations.

• Appointment setters: AI-powered appointment setters that utilize advanced algorithms and natural language processing (NLP) to automate appointment scheduling process.

• AI Personas: AI-powered chatbots that engage in meaningful conversations with customers, providing information without human intervention.

These are just some. But for you to understand - AI is progressively freeing up agents to focus on resolving complex issues rather than repetitive, information-seeking tasks.

Just ask call-centre cat. She knows.

Challenges and Considerations:

Things to Consider:

AI doesn’t immediately have to replace your customer support team. It can be there to enhance your customer support by:

• handling repetitive and easy task, while you route the rest to the team.

• assisting your TEAM in real time

If you are in Europe, based on the EU AI Act, you should always let the customers know they speak to an AI.

In general, we recommend this practice to everyone. Just let them know this is made for them.

So here are some best practices for you:

1. Clearly Define Goals and Objectives - Determine what you want to achieve. Embrace a culture of innovation.

2. Invest in Employee Training -Including how to handle escalations and more complex queries. Consider partnering with AI experts and service providers.

3. Monitor and Optimise continuously - Evaluate performance on a regular basis. Stay Informed and keep up with latest trends and innovations.

4. Communicate with Customers - Be transparent. Encourage your customers to learn and embrace the new technologies and best practices.

Future Trends

The future of AI in customer service is promising. Probably one of the most promising ones.

Emerging technologies like multimodal AI, emotion AI, and conversational AI are set to further transform how businesses interact with customers.

Look at the below graph, emphasising which areas of CS are expected to be the most influenced in the short future.

As AI continues to evolve, it will play an increasingly central role in customer service, handling up to 80% of customer interactions end-to-end within the next three years.

Because you will get left behind. (sound familiar?)

Businesses that embrace AI will gain a competitive edge by offering faster, more efficient, and more personalised customer service.

If you struggle to see where you can start off, join our waitlist today and become part of the next cohort of applicants!

This Week in AI

• A Swiss startup is allowing scientists to access “biocomputers” made of human brain cells, in order to optimise AI energy usage.

• California revised its AI safety bill following concerns raised by AI companies and open-source developers.

• Google released Imagen 3, an advanced AI text-to-image generator. You can check it out here.