Artificial Intelligence in customer service

Contemporary artificial intelligence (AI) technologies are generating a lot of excitement and are playing an increasingly important role in today's world, particularly in customer service and e-commerce. By leveraging AI, companies can manage processes more efficiently, improve customer experiences, and boost sales. Is the implementation of artificial intelligence already a necessity for customer service and online stores? Let’s explore the advantages AI brings.

Artificial Intelligence - What is it and where can we find it?

Artificial intelligence (AI) is defined as the ability of machines to exhibit skills typically associated with humans, such as learning, planning, or creativity. It is a broad field focused on creating systems capable of performing tasks that usually require human intelligence. AI encompasses numerous technologies and techniques, including machine learning, artificial neural networks, and expert systems.

We encounter artificial intelligence every day, often without even thinking about it. It is present in various aspects of life, for example:

• E-commerce - offering recommended products, chatbots handling customer service,
• Finance - credit risk analysis,
• Transport - route optimization,
• Media and Entertainment - recommendations on streaming services based on previous choices and preferences,
• Daily life - voice assistants, suggestions in web browsers,
• Voicebots - phone invitations to events, confirming appointment dates.

AI in E-Commerce - a standard or an unnecessary convenience?

Many companies in the e-commerce sector have recognized the immense potential of artificial intelligence and have successfully implemented this technology. This is due to the numerous benefits it offers, including enabling personalization of offers, automating processes, thereby improving work efficiency, enhancing service quality, and increasing customer satisfaction.

However, some companies believe that AI will not be effective for their business, considering the implementation of such solutions as an unnecessary expense. The costs of implementing advanced solutions and the need for specialized knowledge seem to be barriers that discourage investment in AI. Nevertheless, intelligently implemented artificial intelligence doesn’t necessarily require extensive expertise or be expensive, and the introduction of just a few elements can significantly impact efficiency and customer service.

Artificial intelligence continues to evolve and is no longer just a convenience for technological pioneers; it is becoming an essential component for businesses that want to remain competitive in the market and provide their customers with the highest quality service.

Advantages of implementing AI in ustomcer service

High-quality communication and observation-based analysis are key elements of success for any customer service center. The implementation of artificial intelligence in customer service offers a range of benefits for both the company and its customers.

• Personalization and retargeting

AI allows for a deeper analysis of customer data and the creation of personalized offers based on their previous shopping habits. This can lead to increased customer satisfaction and encourage repeat purchases. Recommendation algorithms, commonly seen on marketplaces, are an excellent example of personalization.

Moreover, if a customer spends more time exploring a product or offer, AI can use this data during their next visit to suggest that same product or a similar one. If the customer makes a purchase, AI can also recommend complementary products or services.

• Automation of processes

By using AI-powered chatbots and virtual assistants, companies can respond to customer queries anytime—day or night, 7 days a week—without requiring human staff. This significantly improves accessibility and the speed of customer service. Automated systems efficiently handle frequently asked questions and solve simple problems, leaving more complex issues to qualified personnel in the customer service department. This not only enhances the customer experience but also optimizes the organization’s workflow, as employees can devote more time to clients needing personalized support.

• Precise data analytics

The use of AI allows for the collection and analysis of far greater volumes of customer data and interactions than previously possible. AI also enables the analysis of customer behavior, which helps companies better understand market needs, adjust their strategies, and make better business decisions. Due to the speed with which AI processes large amounts of data, it can quickly extract the most relevant information, present it in clear reports, and provide detailed analysis and forecasts on customer sentiment and service quality.

• Monitoring and improving security

Advanced algorithms can continuously monitor processes and transactions to detect any suspicious or harmful activities that could pose a threat to both customers and the company in the shortest possible time. This ensures greater safety for both the company and its clients.

• Optimization of actions and processes

By collecting and analyzing data, AI can highlight areas that need improvement. It can also suggest actions that will effectively optimize processes and procedures within the company.

• Cost reduction

Introducing AI into a business may seem costly and reserved for larger enterprises, but this is not necessarily the case. By implementing AI and automating even a portion of the processes, operational costs can be reduced. Companies can minimize the number of staff needed to handle repetitive queries and reallocate them to tasks requiring a more individualized approach.

• Scalability

AI enables companies to easily scale their customer service as customer queries increase. Whether a company deals with hundreds or thousands of customers daily, AI helps efficiently manage the workload of the contact center without the need to hire additional staff.

• Problem detection and resolution

AI algorithms, by analyzing numerous patterns, can detect issues at an early stage before they escalate and require more time to resolve. For example, AI algorithms can analyze recurring customer complaints and quickly suggest solutions that may help improve the quality of a product or service.

• increased customer satisfaction

AI also contributes to higher customer satisfaction due to faster and more personalized service. Satisfied customers are more likely to share positive feedback and return to make future purchases. This can translate into long-term loyalty to the company.

Thulium: Sentiment Analysis

Thulium enables the collection of feedback and the measurement of customer satisfaction through surveys, but in today’s digital age and with the advancement of artificial intelligence, this might not be enough. The company remains open to new opportunities and technological innovations.

We want to use our knowledge and experience to leverage artificial intelligence, making it easier to understand our customers and their needs. Based on extensive analysis, we’ve identified areas where an AI assistant can enhance our tools and provide greater capabilities. - Bartosz Bańkowski, Thulium

Thulium aims for companies using its solution to soon be able to instantly receive transcriptions of conversations, chat translations, or even assess a customer's mood based on the emotional tone of their speech.

We recognize the enormous potential AI brings to customer service, and we are not indifferent to it. Our actions are focused on continuous improvement and development, utilizing AI in the process. - adds Bartosz Bańkowski

Conclusions

Artificial intelligence (AI) plays an increasingly significant role in transforming customer service. While it has its proponents, there is still a large group of people who approach it with caution. However, AI offers many benefits to both companies and consumers, making it worth considering for your business. Implementing AI allows for 24/7 availability and quick, efficient resolution of routine queries. Additionally, it can analyze a customer’s mood, enabling better adaptation of the service tone to match their sentiment.

Companies that effectively use AI in their operations can become more competitive in the market by better meeting customer needs and providing satisfying experiences.