Customer Service Will Be Transformed By Ai Here How It Already
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How Artificial Intelligence Ai Can Improve Customer Service
How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models. Engaged customers are more loyal, have more touchpoints with their chosen brands, and deliver greater value over their lifetime.
Yet financial institutions have often struggled to secure the deep consumer engagement typical in other mobile app–intermediated services. The average visit to a bank app lasts only half as long as a visit to an online shopping app, and only one-quarter as long as a visit to a gaming app. Hence, customer service offers one of the few opportunities available to transform financial-services interactions into memorable and long-lasting engagements.
Those customers are getting harder to please. Two-thirds of millennials expect real-time customer service, for example, and three-quarters of all customers expect consistent cross-channel service experience. And with cost pressures rising at least as quickly as service expectations, the obvious response—adding more well-trained employees to deliver great customer service—isn’t a viable option.
Ai Customer Service Statistics All Businesses Need To Know Techsee
Companies are therefore turning to AI to deliver the proactive, personalized service customers want, when and how they want it—sometimes even before they know they want it. For transformed organizations, AI-enabled customer service can increase customer engagement, resulting in increased cross-sell and upsell opportunities while reducing cost-to-serve. In global banking alone, research from McKinsey conducted in 2020 estimates that AI technologies could potentially deliver up to $1 trillion of additional value each year, of which revamped customer service accounts for a significant portion.1AI bank of the future: Can banks meet the AI challenge,” McKinsey, September 19, 2020.
While a few leading institutions are now transforming their customer service through apps, and new interfaces like social and easy payment systems, many across the industry are still playing catch-up. Institutions are finding that making the most of AI tools to transform customer service is not simply a case of deploying the latest technology. Customer service leaders face challenges ranging from selecting the most important use cases for AI to integrating technology with legacy systems and finding the right talent and organizational governance structures.
There’s a variety of AI software that can help businesses from any industry partially or fully automate the customer communication tasks. These include responding to customer inquiries, welcoming new customers, recovering abandoned carts, answering FAQs, and more.
How Ai Is Transforming Customer Service Techsee Infographic
Because of its multiple benefits, AI customer service has become the focal point of many companies looking for innovation and growth. And no wonder—when done right, AI can dramatically improve customer support efforts, retention, and user satisfaction. In fact, according to statistics, customer satisfaction is expected to grow by 25% in 2023 in organizations that use AI.
It can be easy to get lost in all things AI can do. It’s even easier to get confused about all things this technology can do for your business in particular. However, once you’ve connected the dots, the benefits are extremely tempting.
Artificial intelligence for customer service is getting more and more advanced. There are plenty of advanced tools, and many systems are also able to learn from each conversation they have with visitors.
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