AI in customer service means using artificial intelligence to improve service quality and support efficiency. With the help of AI technologies such as chatbots and telephone assistants, customer inquiries can be processed faster, frequent requests can be answered automatically and personalized solutions can be created in real time.

What’s behind AI in customer service?

The high expectations for support services present challenges for many companies. AI-powered customer service— a support solution based on artificial intelligence—provides an efficient way to address the many complexities and tasks associated with handling customer inquiries. For example, inefficient processes and a shortage of resources often result in longer waiting times or customers having to raise their concerns several times, which reduces the quality of service. AI provides the right solutions for this, for example by analyzing requests in real time and forwarding customers to the right support staff.

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How does AI-supported customer service work?

In customer service, AI is no longer just a buzzword, but a driver of innovation that’s significantly changing communication with stakeholders. Where there is customer contact, artificial intelligence can be used in two different ways in particular — predictive and generative.

Predictive intelligence

AI makes it possible to analyze the subject and content of an email or voice message in order to draw conclusions about the issue. This allows messages to be automatically categorized and transferred to the ticket system. On average, AI in customer service can automate more than half of all support tickets. AI tools sometimes even check the tone of voice to draw conclusions about the customer’s mood. If the case is subsequently taken over by an employee, key data — such as name and customer number — is already stored.

Generative AI

AI customer service not only contributes to a higher degree of automation, but also has the fundamental ability to respond to queries. It’s therefore also possible for the bot to create answers and solve problems independently. The basis for the feedback is data from past cases that the AI tool classifies as helpful. This type of AI customer support is particularly suitable for low-priority issues. Machine learning allows the AI to draw conclusions from previous interactions. As a result, the system becomes increasingly precise over time and can solve more frequent problems independently, which shortens waiting times.

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What are some practical examples of AI in customer service?

AI is usually integrated into customer service in the form of AI chatbots. These can not only record customer data, but also answer customer queries. Chatbots can be integrated into the following applications, among others:

  • Websites and apps
  • Messaging services like WhatsApp
  • Social networks
  • CRM tools
  • Ticket systems
  • Content management systems (CMS)

In addition to live chats, AI is also often used in customer service in telephone service. Telephone assistants based on artificial intelligence have the ability to answer calls and forward them to employees if necessary, answer simple questions and perform simple tasks such as arranging appointments.

The AI systems of the next generation will focus on a more personalized customer journey and the automation of processes in service. It’s expected that AI in customer service will not only answer standard questions in the future, but also solve complex issues. In addition, experts assume that interactions with people through machine learning and deep learning will become even more realistic and will be difficult to distinguish from real conversations.

Note

If the aim is to use AI support at different touchpoints — such as email and chat — it’s advisable to introduce them one after the other. This way, the knowledge gained from implementation can be used for the next channel.

What advantages does AI customer service offer?

Customers benefit from AI-driven support in various ways. Bots are available around the clock, which reduces waiting times. As AI systems are often integrated into various touchpoints, you can choose which channel you use to contact support. As a result, the customer experience improves, which strengthens customer loyalty. However, there are other advantages for companies. On the one hand, customer service employees are relieved of time-consuming routine tasks. On the other, artificial intelligence can reduce costs in customer support and simplify service processes.

However, the use of AI in customer service also poses challenges. These include, above all, concerns regarding data protection, as tools designed for machine learning handle large amounts of data. The privacy and personal data of customers must therefore be adequately protected. There is also a need to constantly monitor the software to ensure that it works smoothly.

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