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How AI Is Changing the Customer Service Space - A Better Answer - ContactCenterWorld.com 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.

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 Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021 5:00 AM
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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