How Artificial Intelligence is Changing the Landscape of Customer Support

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You have a problem with your phone bill. You call a customer service number. You are greeted by a voice which by then you are sure that you are dealing with an automated process (a computer communicating with you). The voice asks you to dial a number, select a service and after speaking about innumerable services within one number in your ears, you are confused as to what did you call for in the first place or you might be struggling to tap the right option. Even if you manage to get through this number game and finally speak to a human voice, the waiting time while some irritating music playing in the background will test your patience to the core.


Is artificial intelligence the future of customer service?

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Dealing with customer service sucks – it is the bane of our existence as consumers. Once you've searched the site to find the right number – which feels purposefully hidden to discourage you from calling – you then talk to a robot that completely fails to understand what you're saying (I said BILLING not Bill Clinton!). And let's not even discuss the hold music… Eventually, you hit paydirt. You answer a few questions asked by a real human, only to find out you're speaking to the wrong person, who proceeds to transfer your call to someone else. When you're finally transferred to the right person, you're so frustrated with the entire process that you lose it, demand to speak to a supervisor or threaten to switch to a new provider all together.


Is artificial intelligence the future of customer service? - IBM THINK Marketing

#artificialintelligence

Dealing with customer service sucks – it is the bane of our existence as consumers. Once you've searched the site to find the right number – which feels purposefully hidden to discourage you from calling – you then talk to a robot that completely fails to understand what you're saying (I said BILLING not Bill Clinton!). And let's not even discuss the hold music … You answer a few questions asked by a real human, only to find out you're speaking to the wrong person, who proceeds to transfer your call to someone else. When you're finally transferred to the right person, you're so frustrated with the entire process that you lose it, demand to speak to a supervisor or threaten to switch to a new provider all together. Whether it's calling our internet provider to deal with low speeds, our bank to ask about those extra rates or just ordering a pizza, there's just something about picking up a phone and calling to talk to a company rep that's simply agitating.


Is artificial intelligence the future of customer service? - IBM THINK Marketing

#artificialintelligence

Thank you for subscribing to the monthly THINK Marketing newsletter. Dealing with customer service sucks – it is the bane of our existence as consumers. Once you've searched the site to find the right number – which feels purposefully hidden to discourage you from calling – you then talk to a robot that completely fails to understand what you're saying (I said BILLING not Bill Clinton!). And let's not even discuss the hold music … You answer a few questions asked by a real human, only to find out you're speaking to the wrong person, who proceeds to transfer your call to someone else. When you're finally transferred to the right person, you're so frustrated with the entire process that you lose it, demand to speak to a supervisor or threaten to switch to a new provider all together.


How Will AI-Powered Customer Service Help Customer Support Agents? -- Part 2

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In the previous article, we went over the basics of the impact that AI can have when introduced within the customer service industry along with some use cases. In this article, we take a look at the implementation and execution aspect of it as well as the benefits it entails for customer support agents along with support center management. Stinting on cost is the first priority for businesses as on today. When it comes to call center practices, it takes a good deal of money and time in hiring and training staff for customer service, as well as in erecting the whole brick-and-mortar infrastructure, even more if it isn't cloud-based. Just 10 support individuals can cost you as much as $35000, or even more if recruits frequently quit (attrition being quite high in the call center industry) -- which is a nightmare.