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It’s no secret – having a robust customer service strategy is critical for any businesses. In the digital age customers and companies share innumerable touch points that require vigilant handling. Customers expect prompt and personalized interactions every time, but this can prove overwhelming for human agents at scale. To address this, organizations have begun to adopt artificial intelligence tools as a means of improving customer service experiences. This strategy has already begun to show promise and has been successful in numerous industries.
Take the case of the global aviation company, KLM Royal Dutch Airlines. Owing to their widespread presence, KLM is active across social media channels in order to engage with their customers. In an average week, the company receives around 100,000 mentions in diverse languages across all channels.
The use of AI has made it possible for KLM agents to instantly respond to the customers’ concerns and queries. For instance, in December 2017, the company experienced a significant rise in comments on social media when heavy snowfall in the Netherlands brought flight service to a standstill. KLM was able to seamlessly handle the barrage of questions and concerns from customers all thanks to their AI-powered communication platform.
Not only does maintaining such client intimacy enhance the company’s brand image and reputation but also build true customer loyalty. With this goal, many companies have turned to AI and begun leveraging its potential to enhance their own customer service experiences. The MIT Technology Review discovered through a survey that 91% of the top companies, such as Alibaba, Uber, and Lexus, all used AI in their customer service management.
When it comes to technological adoption, Abid Mustafa, the Director of Strategy and Customer Experience for Etisalat, has astutely said, “Today, disruptions aren’t just digital or technological. They are also social, political, and economic.” It is no wonder then that in Japan, AI-powered assistants have become a common sight in major customer service touch-points in railway stations, airports, and hotels, to great success.
The dominant trend isn’t what many have feared – machines replacing humans. Instead, companies are using AI to change how they offer customers a positive omnichannel customer experience. By using AI to facilitate and empower their human workforce, companies are making them more productive and efficiently deployed. So while AI agents manage minor, easily automated solutions for customers, human agents are able to focus their energies on providing more nuanced and interpersonal solutions, thereby offering the best customer service possible.