Modern customers want consistent, personalised interactions in real-time.
According to Forbes, AI would take over 85% of customer service by 2020. But, the pandemic disrupted a lot of companies’ plans to invest in artificial intelligence technologies. But, companies will turn to AI with a vengeance in 2021 to introduce automation and reduce operational costs.
Leveraging AI and natural language programming powered chatbots can help save time by automating time-consuming tasks like tagging and assigning customer support tickets to relevant teams. To further enhance efficiency and user experiences, businesses can provide customers with personalised services via real-time, live chat support.
Implementing a single customer service software that allows multiple functionalities from live-chat to audio while giving a 360-degree view of all CS operations can help create an effective omnichannel experience. Using predictive analytics for customer management can further help brands increase customer satisfaction and reduce churn rates.
[6 minute read]