How Does Artificial Intelligence Apply To Customer Service?

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Written By Charlotte Miller

Artificial Intelligence (AI) such as Structurely AI Email Assistant for instance enables machines to perform tasks similar to humans and learn continuously and autonomously through machine learning algorithms. Despite being on the market in recent years, this is not a recent topic in computer science. The concept of Artificial Intelligence has been around since the 50s.  By the end of 2024, 75% of companies will pass the AI ​​testing phase and scale new ways of using Artificial Intelligence

From that moment on, scientists at various universities began to devote themselves to the subject. However, the issue is no longer a topic in the scientific world (or in futuristic films) and has already gained the market.

 It is in the self-service that companies have increasingly used the Intelligence Artificial through chatbots and virtual assistants such as Structurely AI email assistant. The aim is to offer a greater level of autonomy to customers, often eliminating the need to interact with a human attendant.

The AI ​​can solve simple and common doubts or even solve a more complex problem related to the relationship with the consumer. The automation of customer interactions through Conversational Interfaces is a well-known example.

Configured with Robotic Process Automation (RPA) tools, these programs simulate human beings more and more naturally. The interactions are already popular via text, images, or audio.

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What Is The Difference Between Artificial Intelligence Bots And Regular Chatbots?

There are simpler bots that respond based on decision trees, pre-determined question and answer options. These bots generally do not have Artificial Intelligence and are manually configured, used as FAQ bots to answer basic questions about a company and its products.

The more sophisticated conversational interfaces with AI, in turn, can act as virtual assistants and have great data processing and analysis capacity. They interpret m what is written or spoken by users and perform activities with a greater degree of complexity. Some examples of tasks include scheduling services, submitting contracts or payments. They can also respond to the customer in a more natural and not so “robotic” way. AI bots interpret the meaning of each word and phrase and the context of each message. Thus, they can give suitable answers.

This is possible primarily because of an AI technique called Natural Language Processing (PLN).   

This model is applied to AI algorithms to interpret the meaning of each word and phrase and understand the context of each message. Thus, they can provide consistent answers and take actions that guide the user to the ideal solution.

Additionally, AI bots can continuously learn from customer interactions, which ordinary bots cannot. A fundamental concept in this process is Machine Learning. Based on it, conversational systems are programmed to learn, autonomously, new words and expressions in each interaction, evolving each day. More sophisticated bots use more complex machine learning models such as Reinforcement Learning or Reinforcement Learning.

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Why Bet On Artificial Intelligence For The Customer Experience

Regardless of your market segment, keep one certainty in mind:  your customers are more demanding. When they contact your company, they no longer want to wait long phone or spend days waiting for an e-mail return. More than that, they want to get answers that really help them, not just generic or decontextualized feedback, which will only prolong the service and bring frustration.   

These are SAC 4.0 premises that apply both to potential customers looking for services and to customers who need after-sales support or in the use of your product, for example. Offering a good service experience from the first interaction can determine the purchase decision and consumer loyalty. If your company’s objective is to improve the customer experience with agile and quality service, it is essential to consider Artificial Intelligence.