How Artificial Intelligence Will Boost Customer Service

If there's a Golden Rule in customer service, it's that people want to be treated like human beings--which implies that it takes another human being to respond to them with the right tone. The advent of artificial intelligence, or AI, in customer service, however, doesn't break that rule the way you might assume. AI can encompass a wide variety of technologies, but it tends to involve tools that can think the way people do, and automate tasks for scenarios that are more predictable in nature or based on contextual data. While AI is poised to have a huge impact on many other areas of a business, including sales and marketing, its use in customer service may represent a particularly good fit, especially for Canadian small and medium-size businesses that need help in that area. That said, the journey to AI in customer service should be thought through now so that SMBs get the most out of what the technology has to offer and ensure it brings value to its customers right away.