Customer Service with AI

Nowadays, society is progressing, and the development and change of science and technology is advancing by leaps and bounds, which seems to create a feeling that we are eager for new inventions and discoveries to free our hands, and urgently need new technologies to improve the quality of life and work efficiency. Nowadays, we keep running hard, as if we are not careful, we will fall behind in the trend of the times, keeping pace with the times, people are "catching up" with the changes of the times.

Customer Service with AI

The high-speed development of the Internet has made interpersonal communication channels more diversified, which has also made traditional enterprise customer service face a situation of surging service demand. At the same time, due to the rapid and continuous increase in customer demand and access channels, coupled with the disappearance of the demographic dividend, manual customer service has limited energy and increased labor costs. Traditional manual customer service is often faced with the dilemma of high operating costs and low customer satisfaction.

The "Fast response, Human-Machine Collaboration" model provides a solution for intelligent customer service. Intelligent customer service robots are used for independent reception, unified access to the omni-channel consultation portal, and first handle part of the basic business process independently before transferring complex business to human customer service, realizing a "seamless" connection between intelligent and human customer service. The role of this form is very direct and obvious, reducing the investment of human cost through human-machine interaction mode, and improving the efficiency and intelligence of the customer service system in handling customer needs and problems, ultimately improving the customer experience effectively.

How to reduce costs and improve efficiency for enterprises and how to develop new incremental markets will be the most important concern of the future customer service market. The main value of customer service intelligence is to partially replace repetitive and mechanical work in the customer service process, assist manual customer service, relieve service pressure and reduce back-end management costs.

Will AI replace customer service?

As mentioned before, one of the major problems solved by AI is to automate basic work and business. Currently, Internet companies and the e-commerce industry are already gradually applying AI in a wide range of applications, and real estate companies are also focusing more on the application of intelligent information technology in traditional business in their transformation. The use of artificial intelligence, instead of the traditional manual customer service to communicate with customers in a simple way and deal with basic questions. Over time, such questions began to plague people, especially the relevant practitioners: artificial intelligence will replace customer service? Should customer service be prepared for future "unemployment"? Just like robots will conquer the earth? Such "esoteric" questions seem to be unsolved, but in fact the answer has been shown in front of people.

Customer service employee are worried that in the future their jobs will be replaced by AI. So, will this result be a reality? Through the analysis of relevant perspectives, we can initially conclude that it will not. Artificial intelligence will not replace customer service, and in the future, "human-machine collaboration" will become the main mode of operation in the customer service market. Looking deeper into the reasons for this, we can analyze the following points.

First, the ability to "empathize"

Even though AI is widely used in all walks of life, AI customer service has replaced manual customer service to complete a lot of work and business, but "human" emotions are not available to machines, not only customer service, there are many types of jobs that require emotional "human" to complete, and cannot be completely replaced by Machine. The ability to empathize is an ability possessed by "human" who can think independently but not by robots, and it is because of this ability that the experience of intelligent customer service felt by customers is completely different from that of manual customer service.

Second, Information Accuracy

AI customer service recognizes information after it is received and gives appropriate feedback and processing based on the information read after recognition. However, the premise of these functions has certain limitations, resulting in inaccurate information recognition.

Here, we clearly know the difference and respective advantages of AI customer service and manual customer service, and it is also clear that AI will not replace manual customer service.

The trend of AI customer service

We know that the best choice is to cooperate with AI customer service and manual customer service to deal with different problems, and "human-machine collaboration" is the direction of development for a period of time in the future. Intelligent customer service directly solves problems with low complexity of simple operations, and manual customer service handles problems with high complexity of operations and materials that require manual review to provide efficiency in handling problems. Nowadays, companies are constantly looking for a balance between intelligent customer service and manual customer service, so that manual customer service and intelligent customer service can reply accurately to better serve users.

In the future, with the development of technology, AI customer service will establish a deeper understanding of scenarios to meet the multi-scene applications of different industries. Relying on the technical support of new infrastructure, the evolution of intelligent customer service in the future should be "thousand people, thousand faces", intelligent anthropomorphism, and deep application in all aspects of enterprise services. The front-end can communicate with customers, the terminal can assist manual workers, and the back-end can provide data support for marketing decisions, so that the service can be derived to management, marketing, sales and other important business scenarios.

Let's see how IVRy working with AI and Customer Service.