AI in Customer Service: 11 Ways to Use it + Examples

When prioritized and deployed correctly, this type of business process improvement can save customer service companies millions of dollars each year. Zendesk advanced bots come with pre-trained customer intent models that can address common, industry-specific customer issues based on customer service data. That means advanced bots can automatically identify customer intent and classify requests—like password resets or billing issues—and offer more personalized, accurate responses. Using AI in customer service allows customer service teams to gather consumer insights. With Zendesk, for example, intelligence in the context panel comes equipped with AI-powered insights that gives agents access to customer intent, language, and sentiment so they know how to approach an interaction. All the relevant data gets stored in a unified workspace, so agents don’t have to toggle between apps to get the info they need.

Arist uses AI and Twilio to change how teams deliver communications and meet employees on their preferred channels like Slack, SMS, and WhatsApp. Levity is a tool that allows you to train AI models on images, documents, and text data. You can rebuild manual workflows and connect everything to your existing systems without writing a single line of code.‍If you liked this blog post, artificial intelligence customer support you’ll love Levity. Training your data with an AI tool is as easy as hitting go and waiting for the results. The AI model analyzes your data in order to make accurate predictions on new data—but these predictions are subject to a degree of uncertainty. Your labels depend on your data and what you’re looking to identify—once you’ve ascertained this, it’s time to train your model.

Solutions.AI for Customer Engagement

As AI becomes more advanced, self-service functions will become increasingly pervasive and allow customers the opportunity to solve concerns on their schedules. Begin by learning more about how generative AI can personalize every customer experience, boost agent efficiency, and much more. As AI in customer service rapidly evolves, more use cases will continue to gain traction. For example, generative AI will move from the contact center into the field. This technology will  ensure frontline field service teams have the right customer, asset, and service history data for the job at hand.

She is focused on helping organizations develop strategies to successfully adopt AI for customer service. Meagan has over 15 years of product marketing and go to market strategy experience. AI enables you to collect large amounts of information quickly and effortlessly. You can turn this information into actionable steps that improve your product and your customer service process. Now, let’s take a look at the benefits of AI-powered customer support for your organization. Greater accuracy will ensure that you stay on top of evolving customer support needs.

Customer Relationships Are Frayed — Can Generative AI Mend Them?

Rhythm Energy, a renewable energy company, uses bots to respond to customers quickly and reduce escalations to the support team. With Zendesk AI, Rhythm Energy deflected 46% more tickets and reduced escalations by 50%. When companies redesign customer service jobs with these new tasks in mind, they can create a more engaging work environment and attract and retain great talent more easily. Popular applications in client care include routing requests (29%), analyzing feedback (28%), and chatbots or self-service tools (26%). Annette Chacko is a Content Specialist at Sprout where she merges her expertise in technology with social to create content that helps businesses grow.

To achieve the promise of AI-enabled customer service, companies can match the reimagined vision for engagement across all customer touchpoints to the appropriate AI-powered tools, core technology, and data. Exhibit 1 captures the new model for customer service—from communicating with customers before they even reach out with a specific need, through to providing AI-supported solutions and evaluating performance after the fact. AI is also often used to do things like predict wait times, synthesize resolution data, and tailor unique customer experiences.

Oftentimes, Smith.ai agents are dealing with nuanced customer interactions. Guided by AI, these agents are best poised to navigate these interactions because compassion and emotional intelligence are innate and ever-present in Smith.ai’s technology. AI provides their agents with the important context needed to deliver great customer service on behalf of their clients and assists them in handling calls, chats, and text messages. However, even though chatbots do lower the costs of human assistance, their limitations are clear. I’ve spent twenty years working in and alongside customer service at every level, going from Help Desk Assistant to the Director of Investor Services Technology. In this time, I’ve seen chatbots prove to be a valuable, cost-reducing customer service tool.

Rely Health works to prevent patients from feeling lost in the complex healthcare landscape. Leveraging Twilio’s API for voice, as well as IVR and SIP trunking capabilities, Fleetworks created a copilot for all of their work and gave companies like UberFreight the power to streamline their operations. Arist started with the goal of making workforce education accessible and easy.

Instead of trying to find human translators or multilingual agents, your AI-powered system steps in. These bots can understand the query and pull from a vast knowledge base to provide an immediate response. If the bot cannot resolve the issue, it forwards the request to a human agent and gives the customer an estimated wait time. In this article, we’ll dive into some examples of AI in customer service and learn how these companies use AI to improve customer experience. Leveraging AI to boost customer happiness, enhance the employee experience, and simplify support can help your business grow and thrive. However, with Zendesk, AI for customer service is accessible to anyone and sets up in minutes, not months.