Artificial intelligence: Friend or foe of customer service?

Artificial intelligence (AI) has arrived.

We can see evidence throughout our lives, with the increasing popularity of voice-activated home devices, gaming machines, chatbots, self-driving cars, and more.

Although the underlying technologies have evolved over the years – in some cases, decades – Artificial intelligence has reached a tipping point in recent years when it can add real value to consumers and businesses. Thanks to advances in natural language processing (NLP), machine learning, and improved algorithms that make sense for large amounts of nanosecond data, AI applications and devices can perceive, think, and act more like humans than ever before.

Below are some key findings and predictions from analysts and industry leaders regarding artificial intelligence in the customer service market:

  • Investments in AI technology are growing at an annual rate of 50% and will reach the US $ 46 billion in 2020. About 10% of this spending is spent on automating customer service. (IDC).
  • Self-service with AI, in the form of chatbots and other virtual assistants, makes routine service interactions more conversational and realistic.
  • Artificial intelligence has enormous potential to make human-assisted services more effective, simplifying business management and other predictable operations. AI can also guide agents to deliver high-quality experiences.
  • Forward-thinking companies will use combined AI, where people and AI work together, making it easier to change AI work for people and vice versa, as customers request.
  • Carefully focused pilot projects will ensure that efficiency gains do not undermine the objectives of the customer experience.
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