Exploring the dynamic intersection of artificial intelligence and customer service, we’ve gathered insights from experts including ERP Software Consultants and Marketing Managers. From chatbots providing rapid, 24/7 responses to AI-human hybrid chats optimizing support, discover the diverse ways these professionals leverage AI in enhancing customer support through fourteen transformative strategies.
- Chatbots Provide Rapid, 24/7 Responses
- AI-Generated Video Resources for Self-Service
- AI Language Models Enhance Communication
- Chatbots Reduce Response Time, Improve Scalability
- AI Guides Users Through Live App Walkthroughs
- Chatbots Triage Needs, Enhance Lead Generation
- Live Chat Sessions Inform Customer Insights
- ChatGPT Strengthens Customer Support Efficiency
- AI Reports Expedite Predictive Model Analysis
- Chatbot Feedback Improves Knowledge Base
- AI Identifies Trends, Streamlines Customer Processes
- Personalized AI Experiences Boost Customer Loyalty
- ChatGPT Aids in Technical Support Content Creation
- AI-Human Hybrid Chats Optimize Customer Support
Chatbots Provide Rapid, 24/7 Responses
AI has substantially improved customer service by providing quick replies via chatbots and virtual assistants, ensuring that client concerns are answered promptly, 24 hours a day, seven days a week. This rapid response capability reduces wait times and increases client satisfaction.
Besides that, AI can assist in detecting common issues with customers and address them immediately to improve customer service. AI could help with analyzing customer past data and guide subsequent conversations with them. As a result, artificial intelligence can help enhance customer service and client satisfaction.
Amit Kansagara
Erp Software Consultant, Silent Infotech
AI-Generated Video Resources for Self-Service
AI has transformed our customer support by allowing us to create informative and engaging video resources. An AI video-editing platform with AI avatars enables us to produce training video courses, explainer videos, and knowledge-base videos efficiently.
This empowers customers to find solutions and learn at their own pace, 24/7. In addition, AI can even personalize these videos based on a customer’s specific needs, making the experience even more helpful.
Daria Globchak
Generative AI Expert, Elai.io
AI Language Models Enhance Communication
One of the most transformative advancements in our customer support efforts at ITP 360 has been the integration of new AI language models. These advanced models communicate in such a natural and fluent manner that interactions with them are almost indistinguishable from those with a human. This natural language processing capability significantly reduces customer friction, making support interactions smoother and more efficient.
The ability of these AI systems to understand and generate human-like text allows for immediate and accurate responses to customer inquiries. This ensures that our customers receive prompt support, improving their overall experience and satisfaction.
Moreover, the interconnectivity of AI with other services enables us to automate various operational aspects. For instance, AI can seamlessly integrate with our CRM systems, helpdesk software, and knowledge bases.
This automation reduces the need for manual intervention by our operators, which in turn lowers overhead costs. By offloading routine tasks to AI, our support team can focus on more complex and value-added activities, further enhancing the quality of service we provide.
Leveraging AI technology not only optimizes our support operations but also positions us as a forward-thinking company committed to delivering exceptional service through innovation.
Daniel Ramos
Help Desk Director, ITP 360
Chatbots Reduce Response Time, Improve Scalability
These chatbots have been game-changers for us. They’re available 24/7, giving instant responses to common questions and issues. This means our customers don’t have to wait around for answers, which makes them a lot happier. In fact, since implementing AI chatbots, we’ve seen a 40% reduction in average response time. Plus, it frees up our human support agents to tackle more complex issues that really need a personal touch.
What’s great about these AI chatbots is that they can handle tons of conversations at once. This scalability is amazing because it means we don’t have to keep hiring more people to keep up with growing demand. The chatbots are always learning from each interaction too, so they’re constantly getting better at helping our customers.
On top of that, the AI analyzes all the interactions and helps us spot common problems and trends. For example, we’ve identified that 60% of inquiries are about the same few issues, allowing us to proactively address these and improve our service. This way, we can address issues before they become bigger problems and keep improving our service.
In a nutshell, AI has made our customer support faster, more efficient, and a lot more scalable, leading to happier customers and a more effective support team.
Vlad Makarov
Digital Marketing Manager, edna
AI Guides Users Through Live App Walkthroughs
We implemented a feature using multimodal GPT-4 (earlier we were using GPT-4 Turbo). With a search bar, a customer can ask a query on how to achieve a particular task in our app, e.g., “How to invite a new team member.”
Our web app will show a live guided walkthrough for the customer to navigate to the appropriate screen for that task. This was done by taking live screenshots of the customer’s screen and using AI to understand where on the screen the customer can complete an action and what micro-actions are required (like clicking, scrolling, filling in an input field).
The feature then stitches together these decisions in real time to help customers achieve their tasks in real time. The alternative was to provide the customer with a text-heavy guide that had significant drop-offs.
Deepti Chopra
Co-Founder, Adaface
Chatbots Triage Needs, Enhance Lead Generation
One way we’ve tried to generate leads and enhance customer support is by installing chatbots on our homepage. Chatbots help our brands connect with customers faster, for whatever they need, and triage their needs so we can then connect them with the appropriate team.
So, if a customer has a question about our services, for example, the chatbot can give them a preliminary answer and offer to put them in contact with the appropriate member of our customer success team. This reactive lead-generation strategy has helped us secure leads who were unsure about a product or purchase and drive more leads deeper into our sales funnel.
Logan Shooster
VP of Strategic Growth, Answering Service Care
Live Chat Sessions Inform Customer Insights
We use our e-commerce website’s live chat sessions to gather consumer insights. All sessions are recorded. We then export them into a spreadsheet and import them into Chat GPT.
We are able to find highlights, common questions, and customer issues better than we were ever able to before. This strategy has helped us improve our website’s content and the way our customer service team handles problems and questions.
Jeff Michael
Ecommerce Business Owner, Supplement Warehouse
ChatGPT Strengthens Customer Support Efficiency
We’ve built a Customer Support ChatGPT using our GoSearch enterprise search solution. This has allowed our Customer Success team to get very specific answers to commonly asked questions instantly.
This has made our support team stronger, our customer support much improved, and our customers happier and more likely to renew. Huge ROI.
Brandon Most
Head of Marketing, GoSearch
AI Reports Expedite Predictive Model Analysis
The core nature of our adtech business involves processing large volumes of data to build the most accurate predictive models that enhance the performance of ad campaigns.
To accurately calculate predictive conversion rates (CR), it’s important for us to understand the distribution of users by their value across different GEOs, sources, products, etc.
Based on this data set, we can optimize ad campaigns not for all users but, for example, for the top 5% by LTV or any other metric in a given GEO or source, and not waste ad budgets on the other 95% who won’t make enough purchases to justify the spend.
In the past, our managers had to request a lot of information from customers — this significantly lengthened business processes, and human error played a large role. To improve the Customer Support team’s performance and the autonomy of our SaaS platform, we created a special tool, AI Reports, based on ChatGPT and trained on our clients’ raw data.
Now, our employees can ask specific questions based on the clients’ raw data using normal human language, with no SQL knowledge or special analytics skills required.
They instantly get a comprehensive, concise answer that allows them to properly create a predictive event. This not only significantly speeds up our business processes and improves the quality of our work, but also optimizes the client’s time and, ultimately, brings more profits.
It turns out that AI Reports work great for our clients: analysts and UA managers use it willingly for their internal tasks to operate with their raw data in full autonomy and get actionable reports across all possible data sets 24/7.
Andrew Bluemental
CEO & Co-Founder, Lemon AI
Chatbot Feedback Improves Knowledge Base
There are so many ways to use AI to enhance customer support efforts, and my current company has benefited in multiple areas. However, one of the largest benefits that we’ve seen has been the proactive improvement of our knowledge base.
We recently implemented a chatbot on our customer-facing website that allows us to pull questions, answers, and ratings from the backend API. We can then take any conversations that were poorly rated and determine if the knowledge base didn’t contain the information in a customer-friendly way, or even at all. This iterative process has been a great way to free up support time for larger issues, and provide our partners with a better support experience.
Sheena Miles
AI Implementation and Operations, NMI
AI Identifies Trends, Streamlines Customer Processes
AI has helped me support my customers by providing ideas for frameworks around identifying trends in behavior to provide newer or better solutions in my existing practice. It has helped me streamline processes so I don’t bog my customers down with boring and needless email information or other solutions that are too content-heavy.
When things are content-heavy, you can easily miss the mark on things that are important to your clients, and the gem of what you offer is in the heavy-laden content. Don’t be afraid of change and growth. AI can help you with that.
Aleasa Word
Dei Consultant & Executive Coach Consultant, A. Word & Company
Personalized AI Experiences Boost Customer Loyalty
AI is making a big difference for small businesses by creating personalized experiences for customers. This helps build loyalty and increase sales because AI can suggest products and services that fit what each customer likes. Chatbots, which are a type of AI, are especially popular with small and medium-sized businesses. They take care of simple questions from customers, so human workers can handle the harder ones. The chatbot market is growing fast, with an annual growth of 23.9%, and could be worth over $3 billion by 2030.
AI is changing the way customers interact with brands, making services more personal and available all the time. About 73% of people think AI can make their brand experiences better, and companies using AI have seen customer satisfaction go up by 20%. For example, Vodafone’s chatbot TOBi has made customer service 68% better.
Most people who talk to AI customer service say it’s a good experience. AI is great at looking at lots of data to help customers in a way that’s just right for them. It also makes answering customer questions faster and can even predict what customers might need in the future.
In the last four years, the number of businesses using AI has gone up by 270%. In 2021, 15% of all customer service chats were done by AI, which is four times more than in 2017. Using AI for customer service can make response times much shorter. For example, one company cut the time it takes to help customers by up to 50% and saved over 20% in costs.
AkzoNobel, another company, cut its response time by 80% in just one year. More than half of retail companies use AI to make their customer service better, and about 23% of customer service teams use AI chatbots. It’s also estimated that half of all companies use AI chatbots to help sell products through conversations.
pragati gaikwad
Senior Data Analyst, Straits Research
ChatGPT Aids in Technical Support Content Creation
I work for a SaaS company that provides an observability platform and other monitoring solutions. While our onboarding process is relatively smooth, users with limited experience in this domain may encounter challenges. To address this, we focused on developing a comprehensive help center, featuring an extensive collection of articles to support users with various issues and common troubleshooting topics.
Creating these articles and ensuring easy navigation was a time-consuming task. To streamline the process, we leveraged ChatGPT for the complex, technical code configuration aspects of the articles. While we wrote the majority of the content, using AI allowed us to produce more articles in less time. This approach enabled us to offer our customers a robust, constantly updated support system that significantly enhances their user experience.
David Benson
Digital Marketing Executive, Logit.io
AI-Human Hybrid Chats Optimize Customer Support
One way AI has significantly enhanced our customer support efforts is through the implementation of AI-human hybrid live chats. Our AI-powered live chats handle a high volume of inquiries 24/7, providing instant responses to common questions while seamlessly transferring more complex issues to human agents. This synergy ensures quick resolutions and personalized interactions, improving response times and customer satisfaction.
Additionally, the AI component helps us gather valuable data on customer interactions, enabling us to identify trends and pain points. This insight allows us to refine our marketing strategies and better tailor our campaigns to meet the needs and expectations of our customers.
Lawrence Young
Marketing Manager, Growthlabs
