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How can AI technology in Contact Center revolutionize customer service?

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Artificial intelligence is increasingly being used in almost every industry. The technology of creating models and programs simulating partial intelligent behavior has opened up a range of new development opportunities – also in the field of customer service. It turns out that AI’s assumptions can not only meet consumer expectations but also support the activities and development of a given organization.

AI in definition

Artificial Intelligence (AI) is a general term for any applications designed to perform complex tasks. Its introduction is the result of research and technological progress that has led to the vision that a machine can partially replace a human. This term is often used interchangeably with machine learning (which is based on systems that learn from previously collected data) and deep learning. However, AI is a broader concept, encompassing various scientific methods and analytics. All this is modeled on the neural network of the brain, utilizing many diverse information layers – from algorithms to cognitive processing.

A brief history of AI technology

The history should start in 1637, when Descartes posited that eventually, it might be possible to create “intelligent” machines capable of making decisions. To this day, these words are considered the first step towards creating a separate term – i.e., Artificial Intelligence (AI).

Interestingly, until 1956, no one undertook this topic, and to many, Descartes was seen as a madman. This changed when John McCarthy, an American computer scientist, spoke at a conference where the term “artificial intelligence” was first used. However, before a concrete definition was established, it was associated with cybernetics, automation, and information processing.

Ten years later, the first chatbot, called Eliza, was created. Its creator was Joseph Weizenbaum from the Massachusetts Institute of Technology, who developed a code that enabled answering asked questions. Many modern chatbots are based on this technology, which became the fuel for creating many new tools and systems.

For over 30 years, we have witnessed the incredibly fast development of AI. Discoveries and new codes have made this technology an integral part of our lives. Smartphones, voice search engines, chatbots on websites – all these are the result of a thesis stated hundreds of years ago by Descartes.

How Important is customer service for the contemporary customer?

Salesforce research found that as many as 89% of consumers are likely to use a service again if the brand demonstrates good customer service. Zendesk even mentions that 60% of customers stated that the quality of customer service is key to their sense of loyalty. Under the term “good service,” respondents mainly understand politeness (American Express).

Considering that even 49% of consumers buy products and use services compulsively – a factor that may drive action can be… excellent customer service (Super Office). All these data are tangible proof that contact with the customer and handling queries is a key element that not only allows standing out from the competition but also building a group of loyal consumers.

How does AI support customer service?

Reports (SAS, 2018) show that 72% of organizations worldwide use artificial intelligence in at least one area of operation. Moreover – 51% of companies implementing AI projects achieve success. One such area can be customer service, which readily uses voicebots and chatbots.

Chatbots are computer programs designed to simulate conversations with humans. They operate based on predefined scripts or advanced artificial intelligence. Their ultimate use is for performing various tasks – including providing information, customer service, managing reservations, or assisting in online shopping. Thanks to automation and the ability to conduct multiple conversations, chatbots help organizations increase efficiency and reduce response time to customer inquiries. Salesforce indicates that currently, 23% of customer service companies use AI chatbots, resulting in global revenues from this area exceeding $83.4 million this year (Statista).

Voicebots, on the other hand, are used for voice conversations. They operate based on speech recognition technology and artificial intelligence, allowing them to interact with the user through sounds and speech. They are used in voice assistants, customer service systems, or smart speakers. The ability to interpret voice commands and provide responses in sound form makes voicebots facilitate and streamline interaction with other modern solutions and technologies. The voicebot market is estimated to exceed $98 billion by the end of 2026 (Voicebots Market – Forecast).

Using AI tools for customer service offers several benefits, such as:

  • Automating routine customer service tasks – such as responding to frequently asked questions or simple requests.
  • Real-time service – AI helps to quickly solve problems, provide current information, and guide through the purchasing process.
  • Data collection – based on which it is possible to analyze a vast amount of data, identify customer behavior patterns, and tailor offers to individual customer needs.
  • Personalizing experiences – thanks to data analysis and machine learning, AI can adjust communication and offers to individual preferences and customer needs.
  • Dynamic information flow to the consultant, streamlining the communication process – especially when there are many assignments.
  • Relieving employees – tools support ICT customer service, with particular emphasis on hotline

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