The entire world is using artificial intelligence, and businesses are no different. Brands are jumping on the AI trend faster than ever, and truth be told, using AI for customer service is a big win! Did you know the AI market is projected to reach more than 500 billion $ by 2024? Thus, if you want to improve your brand's CX strategy, then AI chatbots are a sure shot way.
Keep reading this article to learn why AI is essential in customer service and what are the latest AI chatbot trends.
Artificial Intelligence in Customer Service
The role of AI in customer experience is increasing with time, but what is AI customer service? It is an artificial intelligence system that interacts with customers on behalf of the brand. There can be many ways in which businesses can leverage AI, like customer support chatbots and self-service tools. AI technology can give you an edge over your competitors, and brands can use machine learning to analyze and understand customer data in a better way.
Benefits of Using AI Chatbots to Improve Customer Service
Customer experience drives future sales and predicts the success and growth of a business in the long run. Thus, every brand strives to provide an exceptional customer experience, and AI is a brilliant way to leg up on the competition. Here are a few ways in which AI can improve your CX strategy -
You can use AI in customer experience to give your chatbot multilingual capabilities. Being able to assist consumers in their preferred language can be a pro move in increasing customer engagement. As per surveys, 72% of shoppers are more likely to make a purchase when the products are offered in this preferred language. Thus, you can increase sales and customer loyalty by using AI chatbots.
With AI customer service chatbots, you can answer repetitive questions and FAQs, which can save a considerable amount of time and effort, leading to more productivity and team satisfaction. Not only this, chatbots can also reduce waiting and response time significantly, which can lead to higher customer satisfaction. This can improve customer retention and lead to fewer frustrated customers.
You can gather customer insights and demographic information, which can help you understand your customers and provide them with what they want in the form of product improvement and better service. Chatbots can also help create personalized shopping support by using machine learning.
Chatbots can be used to provide 24*7 assistance to customers, which can help you get over the constraint of limited staffing. This can manage sudden traffic spikes without disruption and can result in an omnichannel customer experience across channels. Self-service portals and options for customers can also be made easy by using artificial intelligence in CX.
Brands can anticipate the latest trends and can be proactive in their offerings by planning products. By using the same chatbot across all brand channels, businesses can provide a better and more consistent customer experience.
Customer Service AI Chatbot Trends to Look For in 2024
The future of AI chatbots is bright and brimming, and here are some trends for the coming year to help you leverage them for customer service -
The LLM Revolution
LLM (large language model) are deep learning model that can handle large volumes of data. LLMs, like GPT-4, can access real-time online information and are continually evolving to redefine the use of AI in customer experience. In the coming future, LLM-based chatbots are predicted to surpass current industry standards.
Tailored Chatbots for Special Domains
Domain-specific LLM-powered chatbots offer tailored assistance and efficient post-chat analysis to save the information in your knowledge base with a textual summary. They can also help create an overview of the entire conversation to save time for the customers and the agents.
Data Security and Control
With the rise of AI and LLM chatbots, data privacy has been a concern, which is expected to be addressed in 2024. Many companies are working on enhancing data security and allowing better customization and control of sensitive data. This can help businesses better their CX strategy in the form of better data quality and safety.
Initially, chatbots used to be very robotic and involved no empathy. But with advancements in AI, chatbots are excelling in sentiment analysis through natural language understanding (NLU). They can understand the emotions and intentions behind a customer query to fine-tune their responses and expand their knowledge base. This can help businesses show customers that they care about their feelings and experiences, which can lead to better customer loyalty and satisfaction.
In the past, AI technology has passed on incorrect or offensive information at times. But with better technology and learning, future AI chatbots are expected to be more responsible and trained to withhold offensive and improper responses. Chatbots are going to be embedded with a profanity layer for a more interactive and engaging experience.
Personalization and Context
In customer experience, personalization has been a significant tool in satisfying customers, and AI chatbots can achieve this. In the coming years, AI will be able to use your history and past preferences to predict behaviors and create better recommendations. This can be an excellent tool for aligning user expectations with the products and services offered by the brand.
Thus, AI is steadily becoming an imperative part of customer service, and it is set to swiftly increase in the coming years (around 143% by the end of this decade). If you are still not leveraging AI and chatbots to enhance customer experience, what are you waiting for? Use AI chatbots to your advantage and transform your CX strategy for better success and overall growth.
In case you are facing issues while using AI chatbots for your business, feel free to consult us for professional assistance, and our team will help you resolve your concerns with practical solutions.