The Role of Artificial Intelligence in Customer Service

Can the use of artificial intelligence lead to improved customer loyalty in customer service? In customer service essay we will try to find answer. It has been proven that a functioning customer service is more responsible than ever before that a customer feels bound to a provider - and the number is rising. There are essentially two reasons for this: On the one hand, the growing number of online providers means that the customer notices when things are going better for one than the other. And “better” simply means that customer service responds particularly quickly and is available around the clock.

Here are a few figures: The time span in which customers expect a response to their chat request is six to 15 seconds, 80 percent of all customers want their e-mail to be answered in less than an hour, and 75 percent of consumers do their math at night and on weekends with the same response time as normal business hours. On the other hand, the customer's loyalty drops faster. He is generally more sensitive, and the awareness of good or bad service has grown with time and experience. Current research shows that even one bad experience with a provider can cause half of customers to switch to the competition.

Why customer service plays a key role in online trading?

In online retail, customer service also plays a key role in interaction with customers much more than in brick-and-mortar retail, as they are the only point of contact. Thanks to artificial intelligence, companies have various options for making their customer service faster and more available . And the implementation is much easier than many providers suspect. The solution provider parlamind recently developed a 'bot in a box' for e-commerce commerce that can answer the top 5 customer inquiries fully automatically via e-mail or chatbot. That alone frees up capacities in customer service that can be used elsewhere to increase quality and motivation.

Customer Service: levels of artificial intelligence support

Here is a numerical example from the first level 'Analysis and Routing': The AI ​​is able to process 85 percent of the incoming inquiries with preprocessing, which saves the customer service the equivalent of 2,125 hours of work when 100,000 e-mails are received (based on 13 min. Total processing time per Process / ticket as mean value of the average processing times for telephone inquiries (6 min.), Chat (13 min.) And e-mail (20 min.)).

More and more practical examples show the potential of AI in customer service: At ImmobilenScout24, with 14 million website visitors per month, the idea of ​​using artificial intelligence to automatically process recurring inquiries and processes in customer communication has already been in place for a year Proven to be an effective measure after launch. Around 5,000 email inquiries are currently being analyzed each month and automatically forwarded to the right place in Customer Service.

With a cross-channel volume of 2,000 customer transactions per day, the automatic pre-qualification in the area of ​​e-mail significantly increases the efficiency of the entire customer service. For their part, the service teams benefit from the fact that the process optimization means that they have to deal with less repetitive customer processes and that gives them more time to pursue more demanding tasks such as consultations.

Conclusion

In principle, the customer service employee should be able to decide for himself how much the AI ​​supports him. Starting with the simple preprocessing, in which the AI ​​analyzes the content of incoming standard inquiries and forwards them to the appropriate point, through the assistance, in which the AI ​​suggests a series of dynamic instructions to the customer advisor, which he then initiates and concludes with just a few clicks, up to fully automated processing, in which the AI ​​resolves cases conclusively.