Customer services have, for many years, been the first point of contact for many complaints and queries. As technology advances, new ways are being created to keep costs down and handle the stream of customers. Artificial Intelligence is already being used as virtual agents to greet customers browsing through a site. This is a popular choice for companies, relying on cheaper processes to ensure customers are being looked after. But as computing power increases, numero looks at where could AI take customer services.
Moore’s law has observed the increase in computing power; it states that the processing ability of computers will double every two years. This has so far been proven true and if AI were to follow along the same course, it could create a huge opportunity for the delivery of quick, helpful and friendly customer service for a fraction of the cost.
AI customer service could handle a number of responses at once, quickly defusing aggravated customers and resolving issues. It could adapt to each individual situation and be able to empathise with the customer’s point of view. Most importantly it would be possible for the AI to take into consideration previous complaints and ensure the customer is receiving the best possible response.
Robotics and artificial intelligence (AI) specialist Dmitry Aksenov states: “Within five years we will have a system that truly knows more than a human could ever know and is more efficient at delivering information,”
There are already signs of this possible future very close to us today. Many phones already include personal assistants such a Siri and Cortana and as Lloyd mentions, public response is generally positive with many people using these services on a daily basis. Virtual agents are present on many websites; greeting customers and solving queries. Through live chat, these virtual agents talk to the customers offering help, answering questions and suggesting solutions. This is a cost-effective way of improving the users experience and ensuring repeat returns.
numero believe there is huge potential for AI to be integrated into customer services; the possible savings for businesses means the introduction is looked upon favorably. Time will tell whether this will be possible. It is an intriguing time to work in CIM.