eBook: Using AI to revolutionize customer experience

AI in customer service of the future

As a result of increasing cost and competitive pressure, the current role of customer loyalty has become more complex and, at the same time, has arrived in digitalization with new requirements. In order to present customers with next-generation digital experiences, a seamless system is needed to sustainably increase satisfaction. This makes monitoring and satisfying processing of every single customer conversation a challenge.
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This is where the pioneering topic of artificial intelligence (AI) comes into play: AI refers to the ability of a machine or software to be able to analyze and solve complex problems independently and also to learn new things through this process. Their use has a wide range of goals, from cost reduction to process optimization to customer satisfaction. AI-based systems can help optimize the entire customer journey and support companies, for example, when it comes to analyzing, understanding and predicting customer behavior based on this. AI is therefore no longer a foreign word even in the area of customer service.
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Artificial intelligence can take automation in customer service to a new level. Thanks to massive advances in the AI discipline of machine learning and its form of deep learning, an unprecedented resemblance to human communication is achieved today. In this way, AI learns from company data and employee experience in order to free this valuable resource “human worker” from repetitive and time-consuming tasks.

The future of customer service: Conversational AI

Existing methods of customer interaction are often still far too lengthy and cost-intensive for companies. The exchange of information between customers and companies is becoming increasingly relevant, while the focus on rigid customer segments is becoming increasingly important. Conversational AI provides customers with an open experience with improved usability and individual flexibility. Customer engagement is promoted by systems based on Conversational AI creating frameworks that allow customers to convert and do new business.
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Unconnected conversations on the website and other channels make it unnecessarily difficult to identify the customer and their needs; as a result, the team always lacks important content during customer interaction — the goal of connected customer service is to avoid this!
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Good dialogue and inspiring customer communication are very important in many areas of the company, even in times of increasing digital technologies. The customer service of the future is characterized by methods that transform the customer experience. Conversational AI has arrived in customer service and is sustainably improving the customer journey. This is achieved through automated yet personalized experiences. This is how you stand out from the rest with the digital experiences for your customers in customer service. One way to implement this for your company right now? Smart chatbots!

Optimize customer service thanks to chatbots

Roughly defined, a chatbot is a text-based dialogue system that automatically recognizes the core of a request and, based on this, can provide appropriate answers and content input to answer the request. These systems can either be based on previously defined rules and predefined answers or use AI to find independent answers to customer questions depending on the situation. Chatbots are currently the best-known form of artificial intelligence in customer service.
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The benefits are clear: Chatbots with artificial intelligence create embedded customer experiences and strengthen ties with the company behind them. AI chatbots have thus become an indispensable tool in customer service and are developing their great potential through new algorithms and improved programming. This makes the chatbot an authentic conversation partner for your customers and a valuable employee in the company.
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The most important focus during use is on the right quality of chatbots. Because in order to be able to take full advantage of their advantages, such as the speed of virtual helpers and the processing of incoming requests within seconds, good AI systems and a high level of language processing (“natural language processing”, NLP for short).

Implement chatbots effectively with artificial intelligence

The goal: to perceive, understand, manage and analyze customers and their needs. The flow of conversations with your customers offers a lot of potential for optimization, which is about customer satisfaction, the central aspect of future business models and market existence right from the start.
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In the context of a conversation, numerous “pain points” can be identified where a chatbot with artificial intelligence can support customer service employees. What are the actual communication intentions of customers and how can actual and visible added value be created for customers?
In order to be able to implement chatbots effectively in customer service, there are a number of specific requirements that should be considered before implementation:
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The chatbot's learning function requires sufficient data for training and, ideally, algorithms are already available for self-learning — but the chatbot provider usually takes on this extensive task for you.
It is good if there is a live chat system.
A CRM or ERP system is recommended.
There should be a good connection to existing systems, such as live chat or CRM tools.
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The chatbot should not be seen as a single, isolated marketing or customer service tool. The system of artificial intelligence and messaging is used, among other things, for analysis and collects valuable background information about the actual ideas, expectations, needs and requirements of your customers. In the end, it is therefore a matter of systemic analysis, the classification of the results and permanent quality control.

Conclusion: The future starts now!

Acceptance in all segments of daily life is constantly increasing and fears of using this beneficial application are falling. With systematic preparation and holistic integration into existing systems, chatbots in customer service can create a real service revolution. From a customer's point of view, low-threshold communication with the chatbot shapes the dialogue with your company and automated data transfer lays the foundations for new business models.

In our e-book, you will find all important information, checklists and informative use cases. This allows you to initiate the decisive change for customer dialogue in the future.