Artificial Intelligence is injected in Journeys Customer Service to boost human efforts as well as getting the employees out. This increases customer satisfaction and reduces costs for human service to customers.

AI technology is far far from performing all customer service automation tasks perfectly, and could eventually replace people altogether, but it is likely to take over some tasks. Artificial Intelligence already can provide greater efficiency, drastically reducing the cost for businesses.

In this piece, we'll take a look at potential value that AI brings to customer service, some examples of use cases and discuss the potential of the technology in this business.

The Benefits and Real-World Use Examples of AI in Customer Service

It's not necessary to eliminate human customer service workers with AI solutions. They are able to work in a collaboration getting the best of both worlds. Machine Learning can help improve the efficiency of operations, while humans are able to focus on the tasks they feel most comfortable with. These are only a few instances of the value AI can bring to companies.

Aisera is one of the companies that introduced messaging augmented by AI to the market. Chatbots are among Aisera's solutions. They can be used to aid the agent. Some clients could get confused by talking to the chatbot. However, using chatbots in conjunction with human beings can improve the experience. This company doesn't believe in the effectiveness of generalized chatbots however, giving bots specific and straightforward routing tasks is the idea of improving.

The experts at Aisera believe that close to 50 percent of all customer service interactions can be easily signed to chatbots. They use this system in which simple questions are sent directly to a bot however when things get more complex, humans take on the conversation. When the difficult problems are resolved the conversation will be returned to the chatbot. It's how both parties accomplish the best they can and get the maximum efficiency in minimum time.

Because of this system, a human agent could manage a variety of interactions. Aisera states that agents at UPC which is one of the largest internet providers in Ireland are now able to handle three customers at a time, while agents at Sun can handle an astonishing six chats at the time.

Artificial Intelligence for customer calls

There are two primary reasons that make it more difficult to get artificial intelligence to perform well in the voice chat. The first is accents, various noises, bad pronunciation, and unidentified speech patterns. The other is that the majority of customers will call in the event of difficult or complex issues, so the text chat isn't going to help find the solution. These challenges aside the fact that there are solutions offered by a few companies.

Aisera employed behavioral science and deep learning technologies to develop a program which can analyze conversations in real time. Artificial Intelligence can detect not just the contents of conversations but as well the tone. The tool is able to detect imitation and volume changes and provides insights into how customers feel. With this information human agents can gain more details and suggestions to improve the quality of their calls and also feedback on their performance.

Artificial Intelligence for managing emails

When a person reads every email that is sent to the company's mailbox, it can take a quite a long time. It can take even longer if employees need to determine the requirements of the customer and provide assistance. No wonder that companies already made use of AI to reduce the time spent in this field. Aisera provides this kind of solution in it is the customer service automation product in their arsenal. Technology analyzes and tags emails to ensure they are sent to the correct person. This system also offers humans similar problems that were solved in the past, to make the solution that is quicker and more effective.

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