You know how you call a customer service number and you are sometimes told that this call will be monitored for quality assurance? It turns out there is more than a human being monitoring you call – oftentimes you are being monitored by and even talking to artificial intelligence, and most of the time you may not even know it. An astonishing 84% of people have used artificial intelligence in the last year, and half of people had no idea when they were interacting with AI. What’s more, once you realize you have been interacting with AI and it’s not that scary or weird, you are more likely to be willing to interact with AI again in the future. But what does all this have to do with customer service?
Artificial intelligence can help route your call to the correct person by gathering and analyzing data in a more efficient manner than human beings can. This can lead to less time on the phone and far less time on hold. Artificial intelligence in customer service can also detect when there are problems, alerting companies of customer dissatisfaction or potential manufacturing defects or issues before they become serious problems.
You use artificial intelligence almost on a daily basis and you have no idea how much it is already making your life easier. From email spam filters to Alexa, AI makes your life easier every day. It just makes sense to extend that technology to customer service where it can simplify problem solving before things get blown out of proportion. Learn more about AI in customer service from this infographic!