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Vittoria.io on how artificial intelligence is revolutionising customer service

AI is revolutionizing many aspects of our daily lives, and one of the areas where its impact is being felt most is customer service.

Vittoria.io explains how Artificial Intelligence (AI) is revolutionising our daily lives in many ways and especially customer service activities.

With its advanced data analysis, natural language processing and task automation capabilities, AI offers unprecedented opportunities to improve the customer experience. Whether it’s narrow AI, designed to perform a specific task or a limited set of tasks, or AI based on machine learning or Deep learning, which uses several layers of artificial neural networks to learn hierarchical representations of data, the areas of application are very varied. Here are a few examples from the customer experience sector:

• Offer 24/7 instant customer service

One of the main ways AI improves customer service is by offering instant 24/7 support. AI-powered chatbots can answer customer queries in real time, regardless of the time of day or night. This enables businesses to provide continuous support, reducing waiting times and improving customer satisfaction.

• Personalising the customer experience 

Thanks to AI, companies can collect and analyse vast quantities of data on customer preferences and behaviour. This analysis makes it possible to personalise the customer experience by recommending relevant products or services, anticipating customer needs and providing tailored responses to their specific concerns. For example, an e-commerce site can use AI to recommend products based on a customer’s previous purchases or to personalise promotional offers according to their interests.

• Automate repetitive tasks

AI can automate many repetitive customer service tasks, such as managing enquiries, booking appointments or processing returns. This frees up customer service agents to focus on more complex, higher value-added tasks, while reducing human error and speeding up processing times.

• Analyse feelings and feedback in real time

Using natural language analysis techniques, AI can detect customer sentiments from their interactions with customer service agents. This enables businesses to quickly understand emerging issues and adjust their approach accordingly. In addition, AI can analyse customer feedback on social media and other platforms in real time, providing valuable information to improve the customer experience.

• Training agents

AI can also be used to train and assist customer service agents. For example, AI systems can provide suggested responses to agents based on the context of the conversation or help them solve complex problems in real time. This improves agent efficiency and ensures consistency in customer interactions.

By adopting artificial intelligence, businesses can revolutionise their customer service by offering instant assistance, a personalised experience and increased efficiency. However, it is important to stress that AI does not completely replace human interaction; on the contrary, it complements it by allowing customer service agents to focus on higher value-added tasks. By judiciously integrating AI into their customer service strategy, companies can not only improve customer satisfaction, but also gain a competitive edge in the marketplace.

Source: Vittoria.io