AI technology has long history which is actively and constantly changing and growing. As the AI era continues to unfold, it'sset to play an increasingly prominent role in our day-to-day livesand becoming one of the most important technology trends of our lifetimes. According to researcher Gartner research, 85%of customer service operations will use Virtual Customer Assistants by 2020and will drive up to $33 trillion of annual economic growth. As today's Artificial Intelligence (robotics) has the capabilities to imitate human intelligenceby performing various tasks that require thinking and learning, solve problems and make various decisions companiescan provide a better customer-oriented service with the use these software's. Here below are fewbenefits that AI-based systemsprovide in Customer Service.

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner, Inc. Speaking at the Gartner Customer Experience Summit in Tokyo today, Gene Alvarez, managing vice president at Gartner, said more than half of organizations have already invested in VCAs for customer service, as they realize the advantages of automated self-service, together with the ability to escalate to a human agent in complex situations. "As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks," Mr. Alvarez said. "This is underpinned by improvements in natural-language processing, machine learning and intent-matching capabilities." Organizations report a reduction of up to 70 percent in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33 percent saving per voice engagement.

Manulife plans to focus personal client services on the 20 per cent of services dealing with major life events such as a death in the family, while automating the 80 per cent of client interactions that cover submitting claims, asking questions and other routine tasks. The shift is needed as customer expectations have changed dramatically in recent years and the financial services industry needs to catch up, Doughty said. "Client expectations have changed so dramatically, and they no longer compare us to other financial services institutions, they compare us to the best service that they're getting from the best companies across any industry." Manulife said that along with cuts to customer service jobs, the company will look to recruit and train digital talent to adapt to new technologies. The company is already using artificial intelligence in its life insurance operations to analyze millions of data points with algorithms to speed up the underwriting process, Doughty said.

One quarter of customer service and support operations will integrate chatbot technology – otherwise known as virtual customer assistant (VCA), across engagement channels by 2020, up from less than 2% last year, says analyst firm Gartner. According to research by Gartner, organizations report a reduction of up to 70 percent in call, chat or email inquiries after implementing a VCA. They also report increased customer satisfaction and a 33% saving per voice engagement. And organizations realize this, with more than half of those investing in VCAs doing so for customer service to tap into the advantages of automated self-service and the ability to escalate to a human agent in complex situations. "As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks. This is underpinned by improvements in natural-language processing, machine learning and intent-matching capabilities," said Gene Alvarez, managing vice president at Gartner at the Gartner Customer Experience Summit in Tokyo earlier this week.

This neuralgic function, which can bear a direct impact to a business' success and growth, has reached a certain level of maturity that demands for service delivery to be not just great, but also rich, exciting and memorable. Like most predictions of things to come, it has to in part be based on things that have come before (unless you have a crystal ball or have access to insights beyond the realms of most predictors!). In 2017 we have become more and more aware and influenced by key topics, Security, GDPR, AI and Machine Learning and IoT (Internet of Things). But the trend that is going to affect customer service more than everything is the customer experience itself. Forming the umbrella under which I believe all other trends need to sit is the customer experience (or citizen experience, patient experience, student experience, consumer experience, etc. when it comes to specific verticals).

A rich customer service experience is all about gaining insights from interactions and using the same for automated processes in a more well defined and uncluttered manner. Advances in Natural Language Processing are most keenly awaited. The ability of machines to process compilations of large volumes of natural language texts will be the leap that will enhance intelligently automated interactions in customer servicing. The subtleties of language, the complexities of various nuances may have rendered emotion awareness difficult for bots. The achievements in this field are truly spectacular and the future will only get a lot better on this front.

Key Points: – Call centers are falling behind consumer expectations as consumers increasingly expect a consistent and cohesive brand experience across channels – Integrating AI and chatbots can help transform your customer service operations from voice to digital messaging, delivering seamless experiences across channels – Attend our free Virtual Summit to learn how the world's leading companies are reinventing customer service and call centers Your company's call center isn't just about providing customer care -- it acts as a nervous system of your business with a pulse on what your customers love, hate and struggle with when it comes to your products and services. But let's face it -- call centers are falling behind user expectations as consumers increasingly expect a consistent and cohesive experience across multiple channels, enabling them to interact with brands on their own terms. "Studies indicate 78% of customers would prefer a non-voice channel (like messaging) as the first choice if they could get a resolution on their first attempt." But most call centers today still use costly and aging infrastructure, and largely rely on voice-powered services such as IVR systems and live agents, resulting in an inability to deliver on the omni-channel experience consumers expect. Attend our virtual summit to learn how to integrate artificial intelligence and technologies like chatbots and virtual agents to transform your customer service operations from voice to digital messaging. Cost-effective and scalable, these cloud-based services integrate seamlessly with your existing infrastructure, elevating current processes that anticipates customer needs and proactively manages relationships.

The past few months were full of exciting announcements around two key topics: artificial intelligence and mobile messaging. Both have made significant leaps in progress, and together will make a very exciting year ahead for businesses. This year, Google announced Click-to-Message; Amazon released the Lex bot building toolkit; and mobile messaging platforms like Facebook Messenger and WhatsApp surpassed 1 billion monthly active users. To keep up with the massive growth of these messaging channels companies are scrambling to develop both an AI strategy and a messaging strategy. However, 2017 will show that both strategies are extremely intertwined.

Artificial intelligence is a hot topic these days. In this industry, investment grew more than 3-fold since 2013, and new services and applications for it are appearing every week. These two facts alone provide plenty of reason to believe that AI is here to stay and will influence businesses quite a bit. Now, news coming from Amstelveen (Netherlands) and San Francisco (USA) report that the KLM Royal Dutch Airlines is testing AI in customer service through social media, taking the next step in social servicing. To do so, KLM is using DigitalGenius' AI, integrating it in its customer relationship management tool.

Artificial Intelligence (AI) is a growing area, and for good reason. But where AI lacks, humans excel. Humans, sometimes to a fault, are great at collaborating and checking in on nearly everything to make sure it works. So doesn't it make sense for the humans and AI to work side by side? This is just what DigitalGenius is doing to provide top-notch customer service for you.