Even in the bustling world of modern business, one thing always holds true: outstanding customer service is the backbone of every business. If you're a business owner, you already grasp the importance of forging solid connections with your customers. Now, picture the opportunity to elevate your customer service and support, to a whole new standard. A workflow where all interactions are streamlined with better efficiency and authenticity.
Let's welcome to the stage, AI
Since the boom of AI & ChatGPT in the last year, the way businesses are done has evolved. AI has made an impact in many business operations & one such industry it has made the most impact in is customer support.
Current AI models like chatGPT are mostly playing around text, where it learns and performs best for requests such as writing new text, rephrasing to better text. It makes sense that this technology will have a direct impact on text based customer communication like email and chat.
AI in customer service acts as your business's personalised assistant, effortlessly handling customer inquiries 24/7. Thanks to the constant advancements happening in the field of Artificial Intelligence, the AI system understands your products or services, guaranteeing precise and informative responses. It generates thoughtful, human-like answers that offer solutions and guidance.
The applications of AI in your business are diverse. From chatbots swiftly addressing routine questions, freeing up your human staff for more intricate tasks, to analysis tools that measure customer satisfaction, AI seamlessly integrates into your customer service toolbox.
What's more, it thrives on data, learning from interactions to fine-tune its responses over time. This not only fosters consistency in communication but also opens the door to personalised interactions.
Realising the impact of AI on customer support, we wanted to build a tool for customer support that takes its roots from a typical email ticketing system and apply the power of AI to boost the support workflow. That's why we built Help.center
Our robust customer support solution constantly improves AI with FAQs directly given by you! Which means if you are not satisfied with how your AI is answering a question, you can add an FAQ for the AI. This trains the AI to give better answers, next time for the same question. From the next time, the AI will answer all related questions based on the information you’ve given.
Customer Support cannot thrive without AI
Every workflow improves over time. Constant evolvement in technology is changing the way we do things. This time, AI is doing that for Customer support. It's swiping the old methods off their feet.
Help.center customers say around 90% of customer queries are being resolved by AI itself. The remaining queries that are more complex are seamlessly forwarded to the company’s ticketing system where humans can resolve the issue. This reduces the workload of your support team massively. Let us look into this in more detail.
Lightning-Fast Assistance
AI empowers you to implement automatic responses for customer queries, ensuring instant replies whenever possible.
More complex issues are efficiently directed to the relevant support agent's inbox, enabling them to provide solutions and assistance more swiftly than ever before.
This not only speeds up problem-solving but also enhances the overall customer experience.
Reliable, Consistent Support
Even when human representatives are unavailable, automation tools ensure that consistent support is always available. With AI-powered customer service bots, your customers can resolve issues at any time, day or night.
With Help.center you can connect your AI chatbot to our ticketing system. Our native integration enables your human-support and AI to function together, seamlessly.
Your customers can easily request help from your support agents. Alternatively, you may also integrate your AI chatbot to external support systems.
Reduction of Human Errors
We all make mistakes, but AI-based models are designed to be incredibly accurate and precise. The more data they process, the sharper and more precise they become. This means that the more you utilise AI, the better the results you'll achieve.
Enhanced accuracy will help you stay ahead of the ever-changing customer support demands, ultimately leading to a superior experience for your customers.
Reduce costs & agent burnout
Using AI for your customer support can also massively help in keeping your customer support costs low. Without the use of AI, you will need to have multiple support agents for even simple customer issues.
With the use of AI, all simple and fairly complex issues can be handled and solved entirely by AI without the involvement of a support agent. Your customer support team could now be more lean who would only focus on more complex issues that AI cannot resolve itself.
Ongoing Learning and Improvement
AI isn't limited to task execution; it's all about learning and developing. By examining interactions, AI systems gather insights into customer preferences, common problems, and successful solutions.
As time goes by, this allows the system to fine-tune its responses, making it even more skilled at delivering accurate and meaningful information.
AI for customer support - Use Cases
We’ve covered the many advantages of using AI in customer support for your business. Let us now look into the different touch points you can use AI to serve your customers.
Chatbots
We've talked about chatbots quite a bit in this article because they're often the first thing we associate with AI in customer service. That is because they were among the earliest AI tools used to help customers.
Chatbots are designed to understand what a customer is struggling with and then offer steps to fix the problem. This is a time-saver for both your team and your customers because the answers are quick, automatic, and accessible around the clock.
Knowledge Base
While a knowledge base can be very useful as a self-serve support solution, most users find it tedious and time consuming to search through different articles to find a help article for their query. Many times multiple help articles have to be read to get a complete solution for a specific query.
This is where modern AI powered knowledge base software comes into the picture. With help center solutions such as Help.center, users can type their query into the search area and AI comes up with an answer addressing the customer's concern.
The AI searches through the entire knowledge base for articles relevant to the search query and then forms a clear and easy to understand answer for the users query.
Suggested Replies
AI works best when it is assisted by humans. This is exactly why “Suggest Replies” shines as a use case of AI for customer support.
When a customer sends a query to your support team, AI will automatically draft a reply based on previous conversations and the data it is trained on. The customer support agent can then choose to send the reply, or easily modify the reply and then send it to the customer.
This makes it sure that customer support agents provide the best answers, at the fastest pace.
Conversation summary
Customer support within a company is improved when the conversations between customers and support agents are tracked, and analysed. Conversation summary is one such use of AI in making this process more efficient.
Once a conversation between a customer & a support agent is completed, AI generates a summary of the conversation. This summary can then be viewed by the higher ups to provide feedback on the conversation, or to just quickly get a glance of the conversation.
It’s time you start using AI for customer support
The shift towards utilising AI for customer support is undeniable. AI technology offers unmatched potential in customer support space. With ongoing advancements and innovations, we at Help.center are firmly on the path to delivering a superior support experience that makes the most use of AI with a human touch. Embracing AI in customer support is a step toward a brighter, more efficient future for your business and your customers.