We have identified about a dozen artificial intelligence use cases in customer service and structured these use cases around typical customer service activities. Our framework is by no means comprehensive but it is ever improving so please let us know if you have any comments and suggestions. Primary customer service activities and AI use cases in these activities are:
- Identify customer issues wherever they rise. Social listening and ticketing vendors help you to leverage Natural Language Processing and machine vision to identify customers to contact and respond to them automatically or assign them to relevant agents increasing customer satisfaction
- Authenticate customers: Seamlessly but securely authenticate your customers. Voice authentication allows you to authenticate customers without passwords leveraging biometry to improve customer satisfaction and reduce issues related to forgotten passwords
- Assign agents to customers: Ensure that the agent you assign to a customer has the expertise and style which matches the needs of that customer.
- Call classification systems leverage Natural Langugage Processing to understand what customer is trying to achieve enabling your agents to focus on higher value added activities and enable you to better match agents and customers
- Intelligent call routing systems route calls to most capable agent available. Intelligent routing systems incorporate data from all customer interactions optimizing customer satisfaction
- Automate agent activity: Save agents time while increasing customer satisfaction
- Call intent discovery: Leverage Natural Langugage Processing and machine learning to estimate and manage customer’s intent (e.g. churn) to improve customer satisfaction and business metrics
- Customer service response suggestions: Bots will listen in on agents’ calls suggesting best practice answers to improve customer satisfaction and standardize customer experience. Digital genius nicely explains this with an example:
- Customer service chat bots: Let 24/7 functioning, intelligent, self improving chat bots to handle most queries and transfer customers to live agents when needed. Reduce customer service costs and increase customer satisfaction. Dom the pizza bot of Dominos is an outspoken example:
- Customer care analytics: Analyze all customer service activities so you know how to save costs and improve service quality
- Call analytics: Advanced analytics on call data to uncover insights to improve customer satisfaction and increase efficiency
- Survey&review analytics: Leverage Natural Langugage Processing to analyze text fields in surveys and reviews to uncover insights to improve customer satisfaction and increase efficiency
To get more information about these use cases including references, case studies, customer videos and information on vendors operating in this space, please visit us at appliedAI.com.