As with all nascent technologies, it's taken a while for the general public to trust AI, especially as it has been at the core of dystopian science fiction for the better part of a century.
But its uses are already apparent, and for millennials and Gen Z-ers, it's a normal, routine part of brand interaction.
Even boomers are beginning to warm to it — it's more like the benign, friendly Data from Star Trek than the Terminator or HAL 9000.
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| How AI Revolutionized Customer Service: eAskme |
AI has been deployed successfully across all major industries in various exciting and creative ways.
Products can be refined, recommendations and responses can be more personalized and tailored, and customer journeys can be enhanced.
With this leap forward, consumers have come to expect more from the companies and brands they engage in, and customer service has always been at the sharp end of that engagement.
Improved Customer Service:
Back then, phoning a customer service help desk and encountering a pre-recorded menu was often a long-winded experience.
But now, due to AI, we are used to dealing with online virtual assistants, and more often than not, most of our queries and issues can be answered more efficiently by bots.
This is particularly useful in sectors that do require round-the-clock customer service, such as online casinos, a hugely popular gaming option.
Players are drawn to sites for many reasons. Top-quality live dealer games might be a selling point, for example. Alternatively, a user might seek out the best RTP slots.
That differs depending on what a player seeks from their casino experience - as one person might prefer playing progressive jackpots, which tend to have lower RTP.
But another drawer to one site over another is customer service, and it's become commonplace to have advanced chatbots on hand to provide any assistance that may be needed. This is vital in an industry that handles financial information and other data.
Developments:
Advances in machine learning — an application of AI—fueled by increased computing power and the availability of large datasets led to breakthroughs in natural language processing, computer vision, and speech recognition in the 2010s, enabling companies to streamline their customer service processes.
Chatbots, voice assistants, and other automated technology offer an increasingly efficient service — like an interactive FAQ — and free up human customer service representatives who can handle more complex issues that AI does not so quickly solve.
This benefits both parties, with customers satisfied with rapid responses and companies able to operate at greater efficiency and ultimately lower overheads.
Two-way Street:
Customer service was a straightforward interactive process — a customer has a query or complaint, a company representative helps or solves it, and the case is closed.
But now, powered by AI, customer service helps companies learn more about their customers, and in an evermore competitive global marketplace, repeat business and customer loyalty are at a premium.
Through interactions with brands, customer behaviour patterns, expectations, and preferences can help companies enhance the customer journey through recommendations, promotions, or increasingly personalized communications.
We expect the companies whose products and services we pay for to be there for us, maybe not 24/7, but certainly with rapid, helpful responses and resolutions.
AI has helped to streamline customer service processes for many companies and has ushered in a new era of protocols, expectations, and quality of service.
Stay tuned to know more.
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