Customer service automation using AI

More self-service offerings are a classic win-win situation for companies and customers. With self-service options, customers can often solve their concerns or problems themselves within a short period of time and around the clock — without having to write an email or make a phone call. As a result, the volume of inquiries in customer service decreases and there are no recurring and simple inquiries in particular. Thanks to its flexibility and smart expansion options, a chatbot offers a high level of self-service potential.

In customer service, many companies are struggling with a volume of inquiries that far exceeds the thousands mark per day. But no matter what the number is, there is no way around automation to guarantee scalability. Every request costs money and simple and recurring questions in particular can be ideally automated instead of having them answered individually by service staff.

If automation reduces the overall volume of inquiries, this will of course also reduce the workload for employees. Simple and recurring inquiries and customer concerns can be answered around the clock by an AI chatbot, leaving the service team & agents more time for complex or, for example, emotionally charged inquiries. Of course, a chatbot will never replace human employees in service — but what it can do is process inquiries permanently and thus create more space for value-adding work — which ultimately also has an effect on employee satisfaction.

Visibly distinguishing your own company from competitors and competitors is harder than ever today — especially in the digital world. It is therefore all the more important to offer users and (potential) customers an outstanding customer experience and to stand out through high-quality service and expert advice. As already mentioned, automation using a chatbot creates more time for complex inquiries, which can be taken over by service employees. In this way, service quality can not only be ensured, but also optimized. At the same time, automation using an AI chatbot offers a new, very innovative communication channel that customers are happy to access.

moinAI's artificial intelligence is specifically designed for use in companies' customer communication. In practice, this is expressed in the form of various AI features that help make automation even better and more efficient.

One feature is dreaming. With dreaming, you automatically find out what your users are really interested in. Thanks to “dreaming,” artificial intelligence is able to structure topics that are previously unknown into clusters and suggest them to the chatbot owner. This allows the AI to adapt itself independently to the needs and topics of users. Learn more about moinAI's features here.