How AI & Machine Learning Are Changing The Future Of Customer Service Forever

The pace of change cannot be determined, and that’s the reason why business executives are seen keeping a pulse on emerging trends to keep their existing customers happy and loyal. Back then or now, customers always craved for friendly, efficient, and reliable service and with the advancement in new technology, their expectations have been raised. Being friendly is not enough; they want to feel like the service has been personalized for them.

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Customers are now in the driver’s seat for smart business leaders when it comes to public brand perception. There was a time when a customer could do anything about if they faced any problem with the product, but tables have turned these days, consumers have a powerful voice, and they’re not afraid to use it- all thanks to the internet. “Consumer Empowerment” is what is required to succeed as a business. Further below, I would like you to get acquainted with a few trends that affect customers’ expectations to a great extent.

#1 Social Media- In the present scenario, we are seen connected to an instant feed of live updates, breaking news, and messages. Posting anything on social media and getting instant feedback from friends has become a little passé these days. When asking about a product or service, 66% of consumers expect a response to their query on the same day, and over 40% expect a reply within the hour. Here’s an example of Brands using social media as a customer service tool:

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#2 Change in Online World- A quick Google search says consumers have little patience when companies don’t know something. End users expect data to be at companies’ fingertips – from accurate stock information to delivery dates and customer records.

As a result, it feels like there’s no excuse for getting it wrong.

#3 “ALWAYS ON” CULTURE – Today, we are living in an era where everyone has a smartphone in their pockets.  With the help of these devices, we are always and always connected. Over these years, we’ve grown used to being able to find the information we need, contact whoever we want, and even listen to whatever music we’d like, whatever time of day. Customer these days don’t expect to break this habit of a business.

Remember, Customers are in control — and that’s how it will stay.

This is how AI-Enhanced Software is Changing Customer Service?

I am sure you must have read several stories of human-level artificial intelligence, and they seem to be quite impressive, aren’t they! As we move further in the digital age, Chatbots and digital assistants from the AI trope appears to gear up to change customer service industry, of course for better!

Now can you spot the minor difference between a customer and a brand loyalist? A customer can switch to your competitors, especially when they are not satisfied with your service, whereas a brand loyalist will never leave no matter what. Fortunately, advanced technology like artificial intelligence, machine learning, has the potential to take things a few notches ahead, because it blends “intelligence” and “automation,” putting customer service on autopilot. Whether it’s about ordering pizza or booking urgent appointments, automation plays a significant role in satisfying customers. According to several experts, almost 85 percent of customer service interactions could be automated by as early as 2020, and this is just a beginning. Let delve into details to get a better perspective on how Artificial Intelligence can change customer services.

#1 Preemptive Problem Solving– Customers who are unhappy often abandon sales without even trying to engage customer service for a solution. Chances are there that even an automated customer service fails to understand the context. The leads to customer frustration, and low effectiveness of customer service. With the help of AI-powered intelligence agents, one can easily add conversational interfaces to even the most static content. It may also interest you to know that a proactive problem-solving makes customer service a major enabler of customer satisfaction. Even before customers encounter problems in their self-service interactions with a company’s digital systems. I have added an example of a Google agent how intelligently helping their customer:

How Voice Assistants are Creating an Excellent Customer Service Experience

#2 24/7 Customer Service- In the present scenario, companies require spending a lot to establish localized customer support, irrespective of geographies, and time zones. This again leads to highly complicated and expensive customer service departments. Artificial Intelligence quickly builds ups from the existing warehouses of massive information within the company being able to answer repetitive questions. The software can be deployed well on the web portals to deliver email, chat, as well as phone-based customer support across the world without human intervention.  Added an example where you can see that How ASOS Help is carrying out their customer service process shows how actively participating in their customer service approach. Just take a look at the conversation time.

#3 Chatbots: Personalizing customer care- Can you think of a technology that has captured a significant market across the globe? Well, chatbots have become one of those within a span of 2-3 years. Chatbots is the rare combination of “personal” vibe of instant messaging, the power of natural language processing, and the wisdom of AI. Whether it’s about answering customer queries 24/7 through an instant messaging interface or practicing bots that can initiate as well as sustain conversations. I must say there is a lot to catch up in the customer service domain.

Here are the quick stats of how they are helping the industry sectors:

Image Source: IBM

In addition to this, Banks, fashion stores, grocery stores, and multi-brand retail stores seem to have added chatbots for customer service in their websites and apps.

#4 Instantaneous Responses- Lack of research, typing delays, no instantaneous response drives away your valuable customers. If you come up with AI-fueled self-service portals, chances are there you can offer a near-real-time exchange of information. No kidding! Quick resolution to issues and immediate availability of data have been equated with excellent customer satisfaction in many customer service surveys. Speed plays a crucial role in enhancing customer service.

#5 New Contact Centers- Can Artificial Intelligence empower the capabilities of human agents? If, no then you must not have heard of AI-infused contract centers. By blending AI and natural language processing technology listening to customer interactions in real time becomes flawless. Also, service representatives no longer require building expertise in all processes and products, which makes it easy for businesses to shuffle the workforce across teams where the need arises.

In a nutshell,

There is no such magic bullet! businesses focusing on customer service require to tune and train AI models to drive unique business cases only relevant to their business verticals. Pull up your socks; it’s time to build data repositories, processes, and mechanisms that aid AI models to learn quickly.

Note: This is a guest post, and opinion in this article is of the guest writer. If you have any issues with any of the articles posted at please contact at

Vikash Kumar works as a manager in the software development company Sometimes he does have free time while managing campaigns, during which he likes to write and explore new technical trends and topics. Vikash also has published his bylines on major platforms and has been blogging since 2014. You can follow him on Twitter and LinkedIn.

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