Artificial Intelligence has evolved from a futuristic concept, into a common component of virtually everything we do in the modern world. AI is making teams more productive, streamlining complex tasks, and improving how we access and use essential data.
The customer service landscape, in particular, has begun to recognize the clear benefits of bringing AI into the CX journey. In a world where consumer expectations are evolving at an incredible pace, AI offers companies the opportunity to deliver faster, more convenient, and personalized interactions. In fact, the global call center AI market is expected to grow by 21.4% through to 2030.
As a result, virtually every contact center leader is searching for ways to infuse AI into their processes. This means service providers can increase their value to customers, improve retention, and access higher revenue, just by implementing AI into their CX solutions.
The Benefits of AI in Customer Service
Since the pandemic, companies have struggled to adhere to changing customer expectations. For instance, 72% of consumers say they would remain loyal to companies offering a faster service. However, 78% of service agents say it’s difficult to balance quality and speed.
AI gives service agents the power to deliver excellent interactions at speed, without compromising on personalized, customized experiences. With the right AI tools, companies can access advanced insights, greater efficiency, and higher levels of customer loyalty. Core benefits include:
- Improved productivity: AI can automate repetitive tasks, and provide agents with valuable insights and support in an increasingly complex omnichannel landscape. Around 84% of business leaders believe AI will help their organizations serve customers more effectively, by enhancing productivity and performance.
- Enhanced efficiency: Manual processes have a negative impact on efficiency. Everything from switching back and forth between systems, to searching for knowledge articles can be time-consuming and frustrating. AI can help to unify various ecosystems, and help employees work more efficiently, accomplishing more in less time.
- Greater personalization: AI can collect information from customers, and draw insights from existing databases and CRM solutions. This not only leads to more relevant and personalized conversations with omnichannel bots, but it can also help agents tailor services to each customer.
- Quicker self-service: With intelligent bots, companies can offer consumers an effective way to solve their own issues, via any channel they choose. You can create automated onboarding solutions and troubleshooting workflows. This helps customers to resolve problems faster, while reducing the strain on your teams.
- New opportunities: AI solutions like generative AI bots and conversational systems can pave the way to new opportunities. Not only do they offer valuable insights to help businesses make intelligent decisions, but they can also deliver proactive service to customers. This means you can significantly improve customer engagement and retention.
How to Deliver the Benefits of AI as a Service Provider
AI has the potential to transform all aspects of the customer service landscape. It can open the door to new service channels, and empower businesses to unlock useful insights. However, to access the full benefits of AI for CX, companies need the support of the right service provider.
While many business leaders recognize the potential of AI for boosting customer satisfaction and increasing sales, most don’t have the resources they need to create solutions in-house. This gives service providers an opportunity to enhance their offering with pre-built tools.
“Dstny Omnichannel is a communication tool which at its core is powered by conversational AI. As per its namesake, with Omnichannel all communication channels can be brought into one platform. With our Omnichannel product, Service Providers can offer a flexible solution, driving APRU for the Service Provider whilst allowing their customers to let humans and AI bots work together to handle inquiries from different channels such as webpages, social media, or ticketing systems.
Integrated towards popular Social Media channels and Ticketing Systems, Dstny’s Omnichannel product provides the ability for the end-customer to set specific settings to all of their channels” says Johan Dalstrom, CPO, Dstny for Service Providers.
The key to success is developing a solution that addresses the core needs of your customers. To deliver AI value, service providers and resellers need to:
1. Embrace an Omnichannel Solution
Communication in the customer service landscape has evolved. Customers are interacting with brands across a variety of channels, from voice and video to social media and messaging tools. The right AI solutions should empower businesses to better serve their customers across every channel, without losing sight of crucial context. Providing businesses with an omnichannel solution means they can deliver support to customers across all of their preferred channels. An intuitive solution will even allow service providers to implement specific bot settings for different channels.
