The Role of Artificial Intelligence in Customer Service
Researchers and analysts predict that artificial intelligence (AI) will have a profound impact on commerce for years to come - particularly on the customer service function. Last year, Gartner predicted that by 2020, 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels--an increase from less than two percent in 2017.
Over the past few years, we’ve watched the AI conversation unfold within our CX community. The conversation has been exciting for service leaders, as it holds promise to make the service experience more efficient, cost-effective, and holistic. At the same time it has the potential to overwhelm, as many companies find themselves inundated by information and hype. It can be difficult to discern what to believe, or know where to start.
This paper was created by EITK’s AI Committee to offer experience and tools to help you evaluate where AI can benefit your business. It is a practical playbook that highlights the potential impact and benefits of AI on various areas of your business. We provide an overview of AI technology for customer service, with considerations for decision making and implementation. Throughout the paper, practical case studies demonstrate where brands are creating value in their service strategies using AI to:
- Increase speed/service
- Provide better personalization/prediction
- Reduce operational costs
- Gain valuable customer insights
Companies most successful at implementing an AI strategy tend to get a solution off the ground quickly, start small, and take a focused approach. This paper concludes with expert guidance and recommendations for streamlining implementation and avoiding pitfalls as you plan and build your own AI strategy within the customer service organization.
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