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How AI Is Changing the Customer Service Space - A Better Answer - Blog

How AI Is Changing the Customer Service Space

The idea that robots or artificial intelligence (AI) will start taking over human positions is now very real. Even the customer service industry is utilizing it to improve customer experiences. 

Want to know how? Here are six ways AI is changing the customer service space.

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Providing a Proactive, Personalized Customer Service Experience 

It’s hard enough for companies to handle the customer service needs of their current customers. Adding on proactive customer service can be difficult, but AI is helping. 

AI is becoming the first contact for customers and clients. It can be used to proactively answer common questions or concerns prospects have before they purchase your product or service.

Typically, AI is used in the form of a chatbot. Prospects or customers can type in their questions or choose from a list of frequently asked questions and the AI bot answers them, making it a win-win for the company and the prospect. 

A chatbot enables companies to catch inquiries in the moment while prospects are shopping or investigating. Communicating with prospects in this process of their buying journey will increase sales.

The majority of e-commerce purchases are made on Monday and Thursday nights between 8 and 9 p.m. when most offices and businesses are closed — so utilizing an AI system, a virtual assistant or an answering service to handle inquiries after hours is crucial. 

AI systems also use a feature called intent prediction.

Intent prediction uses an algorithm that predicts a customer’s next steps based on their online actions like web page views, button clicks and purchases. Using a feature like intent prediction helps companies proactively address issues before they arise, offer help when a customer or prospect needs it most and deliver a personalized experience.

If a customer visits the shipping page or clicks the “how to track my package” option on a website multiple times and calls a company support center, AI can predict which department the customer wants to be transferred to. In this case, it would be the department that handles accounts or tracking information.

The tracking information and metrics an AI system documents can also provide a hyper-personalized experience.

Algorithms are being used to predict when a client is about to leave or cancel their subscription. The client will then receive personalized deals or packages to increase customer retention. 

Online streaming services predict what their users want to watch and suggest personalized options based on demographics and viewing history. Algorithms have saved Netflix $1B in customer retention.

Transferring Calls

A common hurdle many companies hit is an influx of incoming calls with only one person to handle them.

At most companies, a receptionist handles incoming calls — along with office, administrative and other duties. When a receptionist gets tied up with calls all day, they will not get their other tasks done and calls will go unanswered.

An AI program can handle answering and transferring calls. The process is similar to an automated answering system where a caller is asked a few questions about why they’re calling. AI gives them the help they need or transfers them to the appropriate person or department.

Having a system answer and transfer calls not only decreases hold time and limits frustrations from incoming callers, but also takes an entire task off of your receptionist's plate to free them up for other initiatives.

Analyzing Emotion

In the customer service space, AI is also being used to analyze emotions.

Emotion analytics analyzes an individual’s verbal and non-verbal communication to understand their mood or attitude.

In a chat or phone call, AI can gauge the client’s feelings, attitude, and demeanor before they speak to a human representative. This is beneficial because when AI notices seemingly angry customers, they can transfer the customer to the customer retention or relations department to make amends. On the other hand, AI can transfer happy customers to a sales team or account rep to pitch an upsell while the customer is in a good mood.

Making You Available 24/7

AI can give companies 24/7 customer service availability; however, they can’t give the full effect of a human yet. AI is helpful for proactive calls, simple inquiries, and guidance.

Customers these days expect companies to be available around the clock and want short wait times to speak to a representative.

AI systems can tell a customer the location of a package, the status of a flight or the link to a web page, but they are not able to handle complex situations or make managerial decisions ... yet.

Helping customers when they need you is the best way to increase sales and improve your customer service experience.

Boosting Agent Mood and Productivity

It’s no secret happy employees give better customer service. In fact, companies that have happier employees show 147% higher earnings per share than their competitors, while disengaged employees cost U.S. companies up to $550 billion a year.

In the customer service world, AI systems help customer support reps understand which calls to prioritize, give them personalized points to connect with customers and streamline their processes. 

Supporting representatives with the best tools available will provide the best customer experience outcome.

Is AI Taking Over Customer Service?

While utilizing the glitz and glam of AI sounds appealing to many companies, 90% of customers still want to be greeted on the phone by a friendly human voice, proving human interactions are here to stay (at least for the foreseeable future). 

On top of that, companies spend $6,000 to $300,000 for custom AI solutions — a hefty amount, especially for small to mid-sized companies. 

Did you know hiring an answering service can meet many of your customer service needs and is less expensive than an AI system?

If you need A Better Answer or help meeting customer service demands and you’re weighing your options, here are the benefits of outsourcing over hiring in-house.

Publish Date: June 28, 2021 5:00 AM

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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View more from A Better Answer

Recent Blog Posts:
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021 5:00 AM
How AI Is Changing the Customer Service SpaceJune 28, 2021 5:00 AM
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021 5:00 AM
6 Most Common Call Center Myths DebunkedJune 21, 2021 5:00 AM
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021 5:00 AM
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021 5:00 AM
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021 5:00 AM
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021 5:00 AM
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021 5:00 AM
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