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.
The telecommunication industry is riding the waves of the tech revolution and digital transformation to offer a wider variety of services to its consumers. However, consumers in today's digital world are not going to be happy with run-of-the-mill products and services – they also demand a better quality of services and more responsive service providers. Solutions powered by artificial intelligence and machine learning can help telecom companies to fulfill these expectations. Artificial Intelligence is transforming the way the telecommunication industry operates. The adoption of AI technology based solutions has grown, especially to drive efficiencies and to fulfill the consumers' demand for contextualized experiences.
Chatbots reliability and consistency in serving customers have changed the way the world created the customer experience. A company that regularly communicates with customers can experiment and improve using AI-based chatbots. Digital transformation can favor the customer service and experience. The world is moving fast and so are the technological advancements. If you intend to draw benefits from implementing the latest technology, there is no reason for further delay. Customer experience is a trophy that companies receive for something they do with pride.
Technology is altering the lives of people and thus changing all business practices and operations. As a result, every industry is now focusing on adopting new and innovative technologies in their business ventures. The customer service industry is no exception in this case as it has turned into a unique turning point for businesses. Now, customers are having access to the product information as businesses have access to the customer data and other means of reaching their customers. Thus, it has become necessary for business organizations to offer an engaging and useful customer service experience in all aspects.
Artificial intelligence has been around since 1956 and has made some giant leaps in that time: beating the best human at chess, the best human at US gameshow Jeopardy and recently beating the best human at complex strategy game Go. Brands have only recently started adopting artificial intelligence for core consumer services. Google's voice recognition technology now claims 98% accuracy and Facebook's DeepFace is said to recognise faces with a 97% success rate. IBM's Watson, which uses artificial intelligence to perform its question-answering function, is 2,400% "smarter" today than when it achieved the Jeopardy victory five years ago. There is no doubt that the relationship between men and machines is changing, and brands are on the cusp of making artificial intelligence an everyday element of their customer offerings.