Chatbot customer service is a multifaceted sector, filled with customer purchases, requests, and appointments. With such a variety of tasks involved, professionals often wonder how to make customer service more efficient.
In this post, we’ll cover:
- How AI is used in customer support services.
- How Psycray has helped clients with customer support using AI.
- Ideas for how to best use AI customer service.
- Concluding Thoughts.
How is AI used in customer support?
AI is often used to handle basic questions and concerns customers have in business settings across industries. For example, if a customer wants to know when they can expect their product to be shipped to their home, AI can give them an estimate based on the data they have about when the product was sent out, where it came from, where it’s going to, etc.
In addition, AI support systems can be used to detect questions or concerns they cannot handle on their own. If a customer provides an inquiry that is too complex to understand, or if the AI agent doesn’t have the appropriate data to answer the question, AI can refer customers to a human representative for the support they need. This ensures that every customer gets the high-quality customer service they deserve.
How Psycray has helped clients with customer support using AI.
Psyray has improved business’ customer experience with AI in several ways. Here are a couple of examples:
Psycray developed an email triage system that allowed a trade association that managed over 1,500 companies to handle a high email load.
If the AI agent could detect the company the customer was referring to, they sent them a reply with that contact’s details. If they could not, they asked the customer to either verify their public contact or reach out to their point of purchase.
This allowed the association to go from having a clogged inbox to having a smooth email flow and system.
We also developed a three-part predictive insights model for a national plumbing company. To complete this project, we first built a structured learning layer filled with data on reviews across the Internet. Then, we built an AI agent layer that could predict negative customer reviews, upcoming surges in total review volume, and sentiment recovery patterns following interventions. Lastly, we built an AI agent layer that turned data insights into actionable next steps (Ex: Dallas is expected to see a 20% increase in timeliness-related complaints – consider adding a float technician).
This predictive insights model — which analyzed customer sentiment data — facilitated improved decision-making.
Ideas for how to best use AI for customer service.
- A chatbot that takes care of FAQ, transactions, and information requests.
An AI agentic chatbot can handle basic customer questions, purchases, and requests for information. Any complex inquiries that the chatbot can’t answer can be relayed to a human representative so the customer can get their problem handled.
- Customer service kiosks.
An AI-powered kiosk can handle cash, credit, and check payments, which can speed up customer service in public settings. This not only makes the service more efficient, but it also lets employees focus on truly connecting with customers. Ideally, this leads to more personalized, effective service.
According to Forethought, an AI agent company, AI can also be used for 24/7 service, helping customers around the clock through embedded help desk information, past ticket history, internal company wikis, external-facing knowledge bases, agent notes, and more. These tools allow companies to stay more on top of customer needs than they ever have before.
What’s more, companies can even use sentiment analysis technologies within their AI systems to detect when a customer is happy, sad, angry, etc. This way, the AI can provide the proper agent to respond to the customer’s emotion, which facilitates a more appropriate, sensitive response.
- Basic patient support.
In healthcare settings, agents can help patients schedule appointments, request medication refills, and retrieve healthcare forms. This can facilitate a smoother patient service experience and enable healthcare professionals to prioritize their patients rather than getting bogged down in administrative work.
AI can even be used to manage patient flow in hospitals. For example, according to Phillips, a healthcare technology company, AI technologies can be used in predictive ways to determine who should get an ICU bed first, who is ready to be transferred to a step-down unit, and more.
- Basic insurance support.
AI agentic chatbots can handle simple insurance claims, beneficiaries, and more. According to Salesforce, companies can use AI to process data claims, detect fraud, automate underwriting, schedule meetings, assess risk, and more, allowing for a seamless insurance process. Since insurance professionals often have many complex and mundane tasks to do, having AI take care of these tasks frees them up to focus on higher-order priorities, like building relationships with clients and helping them with challenging inquiries.
Conclusion
AI can help many businesses ease the administrative burden that often comes with customer service-related tasks. If you’re interested in our chatbot customer service solutions, feel free to contact us. We’d love to book a one-on-one session with you to learn more about your business and how we can help you.