Customer Service
Transforming CX with AI-powered customer engagement
The emergence of artificial intelligence is reshaping the business world as we know it. Its far-reaching impact can be witnessed in practically every domain, from stock trading to supply chain management. Presently, generative AI in customer service is transforming how organisations view and leverage customer service outsourcing. Moreover, the implementation of AI-powered customer engagement is helping contact centres reduce costs and improve operational efficiencies and employee productivity.
The possibility of having an AI-driven customer experience is no longer a hope for the future, it’s a present-day reality and one with great potential to improve interactions between organisations and patrons.
Using generative AI in customer service
AI-driven customer solutions utilise tools and systems to deliver a human-like interaction with customers. AI systems are also used to track interaction quality, gather insights, and help human personnel automate tedious and repetitive tasks.
AI also gives human agents the inputs and insights necessary to handle customers’ queries accurately and efficiently. AI-powered customer engagement ensures that every interaction with the customer is impactful and directed at building sustainable and meaningful relationships.
How does AI-powered customer engagement drive value?
In contrast to conventional techniques, integrating generative AI in customer service has become a strategic necessity to enhance operational efficiency improve customer satisfaction, and improve agent performance. Because AI incorporates technologies like Natural Language Processing (NLP), it equips customer support teams to deliver nuanced and tailored solutions for customer queries in real time.
Cost reduction and efficiency
AI-driven customer service, particularly conversational AI solutions, enables quick First Response Times (FRTs) and automates traditional processes that demand human intervention. As users across the world become increasingly comfortable interacting with chatbots, conversational AI has cemented its position to become a universal interface for query response. This reduces the financial burden of extensive staffing, training, and attrition, leading to remarkable cost savings.
Improved productivity
As published by a leading research agency, integrating generative AI in customer service can help organisations improve productivity by up to 45%.[1] AI in customer engagement is significantly transforming how B2B and B2C brands approach sales. Because AI-integrated solutions can provide highly personalised solutions based on user preference quickly, the potential increase in conversion rate is significantly high.
Following up on leads, which make up much of the sales process, can be automated through AI. This passive nurturing improves lead freshness and responsiveness until a time that they’re ready for a human connection to seal the deal. Integrating AI-driven customer engagement can help organisations improve sales productivity by 3-5% of current global sales expenditures.
Enhanced Insights
Deriving actionable insights by analysing vast amounts of data is a tedious task and subject to human error. Generative AI in customer service helps organisations conquer challenges caused by unorganised and disconnected data through its ability to comprehend abstract data, organise it, and provide a comprehensible output. Such tools can help quickly and clearly identify trends and opportunities, map departmental performance, categorise customer feedback, and identify areas needing targeted intervention.
Scalability
AI-powered customer services offer unprecedented scalability to accommodate the shifting demand without organisations having to manage the need for a proportional decrease or increase in personnel. This feature helps companies maintain a high quality of service, promptly resolve customer queries in peak season, or incur additional hiring costs.
Efficiencies like these, driven by AI interventions, are imperative for organisations across industries like e-commerce and retail, financial services, telecommunications, healthcare, real estate, travel and hospitality, and much more.
Preparing for AI transformation
While transitioning from traditional processes to AI-driven customer service solutions is a natural progression to improve operational efficiencies, it requires the collaborative effort of cross-functional teams sharing a joint vision of the journey ahead.
- Start by defining clear end goals with realistic milestones. This helps create a clear case for change and the journey to it.
- Research and identify relevant use cases that can be used to validate advantages and requirements
- Identify the right AI solution that retains all the features and functions needed to achieve objectives.
- Ensure the chosen solution is compatible with existing infrastructure. This is crucial because incompatible integrations often lead to chaos and operational downtime.
- Learning will be a constant exercise, both of the system you choose to integrate and the human resources involved in its success.
Owing to its wide range of use cases as an emerging technology, organisations across domains are becoming increasingly aware of the potential value to be derived by integrating generative AI in customer service.
How can Infosys BPM help implement generative AI in customer service?
Infosys BPM offers companies enterprise-level solutions that leverage generative AI in customer service. They work with clients to create contact centre strategies and tactics that are aligned with their institution’s mission and objectives. Infosys BPM brings together all its experience, industry-leading practices, tools and methodology that help companies align their customer care processes and improve customer operation outcomes.
