The Role of AI in Customer Service

70% of sales and customer service pros dont think AI will steal their jobs

customer support artificial intelligence

It can free up agents to deliver a more personal and effective customer interaction – which in turn can improve customer experience and customer satisfaction. A fast pace is an understatement for the world we live in today, especially in the digital customer engagement era. And while companies have been using traditional methods of customer support, such as email and phone calls, there has been a significant shift towards the use of artificial intelligence (AI) in customer support. With AI tools and machine learning, customer support teams can be more efficient and fast in helping customers solve their issues. If you’re ready to start using AI to improve the customer experience, we’ve got your back.

customer support artificial intelligence

It’s the adroit combination of people and machine that offers the best prospect for creating competitive advantage. These articles and related content is the property customer support artificial intelligence of The Sage Group plc or its contractors or its licensors (“Sage”). Please do not copy, reproduce, modify, distribute or disburse without express consent from Sage.


Businesses are now able to automate and improve their customer service operations by leveraging AI tools that can analyse customer data and their buying behavior. Intelligent call routing and real-time decision support further optimise agent performance, leading to faster issue resolution and improved first-contact resolution rates. As machine learning, automation and AI become even more efficient and more effective, the nature of a contact centre AI platform will also evolve for maximum operational efficiency. It’s the best way to keep customer support artificial intelligence on top of fluctuating customer expectations and market changes, as it constantly evaluates data in real-time. AI capabilities include helping agents in calls with real-time guidance and support, reducing after-call work, improving call resolution and automatically flagging regulatory, compliance or QA concerns. For example, AI can not only help to identify opportunities for self-service, but it can also flag which customer interactions are priority cases that need human agents’ input to prevent customer dissatisfaction or churn.

customer support artificial intelligence

One of the key features of an effective contact centre AI platform is a predictive analytics function, with data centralised in one location. You’re able to increase agent efficiency by giving them information right away and providing predictive insights about customers’ next moves. Automation in customer service may have cut processing time, but with the absence of a real human providing the service, it lacks the emotions needed to connect to customers. They can resent having to deal with an AI-driven machine since empathy is an essential part of exemplary customer service.

The Intelligent Customer Experience

Adding AI to your contact centre is a great way of engaging visitors more effectively and enhancing your end-customer experience. With AI-powered real-time pricing optimization, you can quickly respond to changes in demand and competition, ultimately improving your pricing strategy and staying ahead of the competition. It’s time to take your pricing strategy to the next level with the help of AI. Plus, with the added benefits of increased sales and profits, it’s a no-brainer. Implement AI-powered real-time pricing optimization into your business strategy today and watch your profits soar. Just look at Starbucks, which has used AI to optimize store operations and drive sales growth.

customer support artificial intelligence

The most common use of AI is the automation of repetitive tasks that require a low-level of cognitive analysis. Across many fields, there are many tasks that can be solved by the application of the same principles every time. AI is being used to analyse those tasks, determine what principles need to be applied, and attempting to resolve the task with that approach. If this approach fails, it will flag the issue to be resolved by a human engineer. In a contact centre, a Theory of Mind AI, would be able to question an inbound caller and detect the emotions that caller was presenting and respond accordingly.

This makes it possible to go back and review them if there’s any dispute or follow-up needed with the same customer, but AI allows businesses to go further than that. According to experts at IBM, each year around 1.3 trillion dollars are spent to attend to 265 billion customer service calls. However, with the deployment of AI in your virtual contact centre, you can save huge bucks by automating many tasks. NLP helps chatbots understand spoken and written languages and respond to them in a way a human being will do. Using intelligent routing, customers are prompted to self-diagnose their problems in a way that suits them.

customer support artificial intelligence

According to the Zendesk Customer Experience Trends Report, businesses that leverage customer data see 36% faster resolutions and a 79% reduction in wait times; they also solve four times the number of customer requests. Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organise customer data at each touchpoint so they can deliver better experiences. It is important for businesses to create experiences that become a part of the customers’ lives. Predictive personalization makes customers feel that each and every product or service or brand is specifically tailored for them. Businesses that have integrated AI into their systems have improved their customer relationship by providing customers with information that is relevant to them. AI with predictive insights has elevated their work, making it easier to instantly scan through previous products, inventory or services to recommend items relevant to the customer.

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From leveraging data-driven decisions to optimising targeted marketing campaigns, AI is transforming how businesses approach sales and marketing strategies. For one, it can significantly reduce the workload on customer support teams by handling simple queries and requests. This allows support agents to focus on more complex issues, resulting in faster resolution times and increased customer satisfaction. AI-powered customer support involves the use of chatbots, voice assistants, and other intelligent tools to provide quick and effective support to customers.

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This will mean that average handle time improves, CSAT improves, and agents are happier. You can empower conversations with VoiceSage’s customer engagement solutions that have helped organizations speed up response rates, automate low-value tasks, and be proactive in customer interactions. Another example of how AI can improve customer experience is through personalization.

You can address this issue by using AI-based technology to automatically scan incoming digital interactions and empower agents by presenting them with recommended answers and information to address the customers’ needs. Recently, there has been a lot of buzz around ChatGPT, a generative artificial intelligence (AI) model developed by OpenAI. GPT and other generative AI models like Anthropic and Bard are built on pre-trained, large language models that help users create unique text, images, and other content from text-based prompts. Businesses are debating whether offering their customers human or AI-powered chatbot-based support is preferable. Now that we are using AI to filter out the repetitive questions, it’s time to focus on how we can support agents in their work.

customer support artificial intelligence

Demonstrating this, 48% of consumers have increased the number of contacts they have with brands, compared to five years ago, while 16% more than doubled their number of interactions. Brands, therefore, need to heed Forrester’s words and plan for a balanced, blended future when it comes to customer service. AI has the potential to mirror the task and refer to the solution in case the issue arises again. It can also analyze unstructured data within seconds, which is much faster than humans. They use patterns to analyze the data, which can be overlooked by humans creating another issue.

What are the problems with AI in customer service?

One major issue is the impatience of customers who expect immediate results. Think of every time Alexa tells you the weather instead of shutting the lights off like you asked. However, as AI technology improves, chatbots are becoming more reliable and efficient.