According to Gartner , research shows that “in a few years from now, 89% of businesses will compete mostly on customer experience”. In five years, 85% consumers will have relationships with companies without interacting with human beings. So far 38% of businesses have introduced Artificial intelligence to their companies and it is expected to increase to 62% by the end of 2018.
Below are a few examples that show how companies are effectively able to use A.I in Customer Service.
AI Organized Email Inquiries
Reading every email and trying figure out what every customer need can be quite time consuming for a company. AI will eliminate this problem by speeding up the process. This can be done by personalizing content, which marketeers say is 80% more effective. It is also possible to scan and tag emails so that they can be redirected to the right office. This type of technology can reduce the number of customer requests by half.
Important findings for businesses
With AI technology it is now possible to gain insight on your customers. This can be done to predict what your customers may want in the future. Spotify already does this by showcasing their customers’ most listened tracks. For example, created customer trends on billboards such as Dear person who played ‘Sorry’ 42 times on Valentine’s Day, what did you do?” and “Dear 3,749 people who streamed ‘It's the End of the World as We Know It’ the day of the Brexit vote, hang in there.”