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Customer Service: Embracing AI

The future is now when it comes to embracing AI (artificial intelligence). These futuristic ideas are no longer a glimmer in our eyes. We are now fully integrating chatbots and AI in conjunction with Customer Care. It’s time to stop talking about the idea of AI and start embracing that they are where Customer Service is NOW.

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Transitioning Into The AI World

Chances are, you have incorporated AI in your personal life in the form of Alexa, Siri, and Google assistant. We’re an on-the-go culture! The average household needs a personal assistant just to stay on track. This is why the popularity of virtual assistants has become mainstream. Now, everyday tasks are delegated to these highly functioning virtual assistants.

In addition to personal interactions (Alexa, play The Marketing Companion podcast!), customers often unknowingly interact with AI. Many social media platforms offer options for brands to set welcome messages, away messages, and initial contact messages that gather information. The customer service experience is elevated as it gives information and often sets expectations for response time.

But have no fear because these tools are not replacing humans! Instead, they work to alleviate simpler tasks. In other words, with technological advancements, AI allows humans to focus on more vital roles. Show us a company that does not want their employees to be more productive while also increasing the overall customer experience!

AI: Take Me To Your Leader

AI is not as out-of-this-world as you may have once thought. Technology is smarter, and to successfully embrace AI, it needs a human touch when handling Customer Service. AI is not a one size fits all solution. Human involvement is essential in creating and directing AI in order to deliver a helpful on-brand experience.

To elaborate, individuals familiar with the brand need to have a hands-on approach to develop the AI to ensure that the bot replies properly to each customer. Language use and terminology need to be considered to ensure the bot appears as human and within brand voice as possible. This is where your team of Social Media Managers come into play. As the eyes and ears of your social platforms, they are privy to the everyday customer service needs. They can help with constant evaluation and re-evaluation. This is necessary to ensure that the information is correct. It also works to further train the AI to recognize trigger words, sarcasm, and other nuances in language.

If you’re still hesitant to dip your toe into the Customer Care/Chatbot world, you need to read this article by B Squared CEO and Founder Brooke Sellas, “Everything You Need To Know About Customer Service Chatbots“. Brooke breaks down the What, Why, and How when it comes to amping up your customer service chatbots.

AI: Not Slowing Down

According to Gartner, Inc., “In 2021, artificial intelligence (AI) augmentation will create $2.9 trillion of business value and 6.2 billion hours of worker productivity globally.” It goes on to say that “forty percent of organizations named CX their top motivator to use AI technology.” We’ve been preparing for AI for quite some time now. If you’ve had any previous hesitation about AI for customer service, it’s time to redirect that towards technology acceptance in 2020. The future of your business depends on evolving for survival.

[Image: Gartner, Inc.]

Still not convinced that AI is taking over? Listen to the Marketing Companion Podcast’s episode: “Six Unusual Marketing Megatrends That Will Impact Your Business“. Brooke and Mark Schaefer use their awesomesauce expertise to single out AI, amongst others, that are growing in popularity for customer care.

Embracing AI: The Future

Rev Chat recently published an article regarding the future of social media with chatbots and AI. They discovered, through Global Market, that “the overall market size for chatbots worldwide would be over $1.3 billion by 2024.” That’s a lot! This growth will be a direct result of how it helps customer service and customer engagements. Quick response time = happy customers.

[Image: REVE Chat]

Still not convinced? Then you must read ‘The Complete Guide to Chatbots for Marketing‘ by our friends over at Sprout Social! It doesn’t get more comprehensive than this, folks!

In Conclusion: Smart AI Becomes Smarter

Embracing technology while it rapidly evolves seems scary. Smart devices are inevitably going to become smarter as advances in technology move forward. Artificial intelligence will become more prevalent and more user-friendly. The thing to keep in mind is that these developments are a direct result of human touch.

Social Media Managers continue to listen, respond and report on trends with your customer service. This information is invaluable when it comes to the growth of AI. SMMs will still be handling escalated issues, but much of your typical engagement can be delegated to AI!

Creating a more authentic AI experience, while sounding like an oxymoron, is possible through better solutions, more experience and keeping the customer experience at the forefront when implementing these futuristic feeling technologies. We, as humans, create these smart solutions. And as a result, we make these solutions smarter over time.

How do you feel about Customer Service implementing AI? Let us know in the comments below!


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Rachel Michaels

Social Media Coordinator at B Squared Media
Rachel is a Community Manager for B Squared Media. She is a customer care liaison on various social platforms and enjoys writing ad copy, blogs, and anything that comes up. Rachel holds a BA in English from Rutgers University and is proud to be part of the hardworking remote team that makes up the B2 Crew!
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