Generative AI in Customer Service
Businesses ensure they deliver superior customer support services and provide high customer satisfaction. It allows them to increase retention, reduce churn, and ultimately improve their long-term profitability. The launch of Generative AI (Gen AI) has changed customer support operations forever for businesses. It has ushered in a revolution where customer service is reimagined, empowering live agents to deliver high customer satisfaction with every interaction. According to Gartner, 85% of customer service leaders will explore a pilot or a customer-facing conversational generative Artificial Intelligence solution in 2025.
Customer Service Reimagined with Generative AI
Businesses are already leveraging AI in their customer service operations, recognizing how it can instantly enhance their operations and provide efficient, quick support to customers. Deloitte has predicted that by 2025, 90% of businesses in the customer service industry will be adopting generative AI. Companies are already utilizing generative AI in some form to enhance operational efficiency and provide superior customer support. Are you one of them? According to Statista, 41% of organizations rate themselves as ‘moderately prepared’ in generative AI adoption, and 26% of companies claim to be ‘prepared’, while only 8% say they are ‘highly prepared’. Companies that are still on the verge of adopting AI will need to catch up with their competitors before achieving the level of operational excellence that has already become a gold standard, thanks to the help of AI-powered technology.
Modernize your Customer Service Operations with Generative AI
Let’s understand why and how you can empower human expertise with generative AI and use it to enhance the customer experience, building brand loyalty and customer advocacy.
- 24/7 availability: Customers prefer when a business is available around the clock, as it enables them to connect instantly. However, it’s not necessary to set up multiple teams in different time zones to offer 24/7 support. Companies can assign advanced chatbots to provide robust support for routine questions and transfer complex queries to live agents for further assistance. A balanced approach with AI and human expertise ensures quick query resolution, satisfactory responses, and meets the client’s expectations.
- Real-time agent assistance: Live agents are a popular source of contact for a large number of customers. They end up at the call centers and speak with the agent, especially if they want to resolve a matter urgently. But what if the agent starts seeking the requisite information while putting the customer on hold and takes longer than usual to do so? The average handling time (AHT) increases, which suggests poor customer service. So, how does generative AI solve this problem? AI chatbots utilize advanced Natural Language Processing (NLP) algorithms to provide real-time assistance. It summarizes interactions and recommends the most effective solutions to resolve issues. It’s a massive advantage for customer support agents who no longer have to struggle to find the best approach to pacify customers and offer faster resolutions. The result is high customer satisfaction and a happy customer base.
- Personalization: How can we forget about personalized interactions? Customers seek conversations tailored to their individual needs and problems. With Gen AI, it has become a reality where every interaction becomes personalized, enabling customers to feel heard, valued, and appreciated for their association with the business. Gen AI is a fantastic real-time assistant that churns out conversations based on customer history. It offers the best possible solution and also analyzes sentiments in real-time. It helps live agents to provide more personalized communication and meaningful conversations that resonate with customers, thereby enhancing the customer experience.
- Smart Routing: Generative AI is equipped with the capability to smartly route calls to the agent based on their conversational history and determine the best agent to handle calls based on their expertise. Smart routing increases customer satisfaction because the software directs customers to the agents best suited to handle their queries. It also increases operational efficiency and reduces agent idle time. Here, AI offers a win-win situation for businesses. They get to increase customer satisfaction and also improve agent and operational efficiency.
- Call center deflection: Generative AI-powered virtual agents or chatbots can be integrated into Interactive Voice Response (IVR) to respond to customers and lessen the burden on live agents. It can provide customers with self-help options and direct them to knowledge repositories, where they can find quick answers to their routine inquiries. Therefore, not all customer queries need to be directed to agents, as call center executives can be assigned the responsibility to resolve complex issues that require human intervention. In this way, call center operations are streamlined, enabling companies to utilize their human resources effectively and leverage generative AI to the best possible advantage.
- Data analytics: Businesses need not find themselves overwhelmed by customer data and spend ages trying to figure out patterns in customer behavior and detect problems in their service delivery. They can rely on generative AI to analyze customer data and extract actionable insights. It can help unearth the most common challenges customers face and leverage this information to improve their products and services. They can analyze the most common causes of support tickets, evaluate the problems discussed in chats, and perform automated sentiment analysis to understand the customer mindset. Such valuable information helps businesses prevent customer churn and increase retention by offering high-quality products and services.
Are you tech-ready to leverage Generative AI? Let’s talk to the Experts
Generative AI looks promising and is here to stay. Businesses are integrating it to enhance their customer service. But how should a company know which technology will be best for their business? They would also need guidance on its correct implementation and training of agents to help them get maximum ROI from AI integration in their customer service and support operations. Here comes an expert who can leverage the latest technology and implement it effectively. Buying an entire tech stack that boasts generative AI and hoping to make it work in customer service operations will not yield the desired results. MyCustomer360, an expert back-office company that leverages the latest technology in back-office and BPO outsourcing, is here to solve all your customer support services challenges.
How to Integrate Generative AI in Customer Support Service?
Generative AI has significantly transformed customer care operations. Organizations should integrate the latest AI-powered technology to improve customer service operations. It will help them meet customers’ expectations and improve agent efficiency. They also require the human touch to navigate complex customer problems. At MyCustomer360, we offer the best of both worlds with outsourced customer support services!
MyCustomer360 is a reliable company in the Philippines that offers back-office support services. We provide tech-enabled customer services, efficiently managed by a trained and efficient team of customer support specialists. Technology underpins our customer service operations. We combine technology and human expertise, which boosts customer satisfaction. You can book a free consultation to discover how we can help you deliver high-quality outsourced customer support services with the latest AI-powered technology. We’ll be happy to guide you through our process.