Organizations are looking for ways to improve their customer service, and artificial intelligence customer service gives them several options for doing just that. Not only can AI customer service chatbots provide instant, helpful responses on all the channels customers find most convenient and easy to use, but they can help human agents deliver accurate answers more quickly and provide the crucial personal touch that wins customer trust and results in upselling opportunities.
AI customer service can even enhance the quality of the interaction when the customer finds it necessary to use a traditional support channel like a customer support line, letting them get the answers they need using natural language without having to escalate the call to an overburdened human agent. This represents a win-win for customers and organizations alike, surprising customers with a useful voice experience while reducing the volume of incoming calls.
At a high level, AI can allow organizations to ensure that the service they offer is rapid, relevant and consistent regardless of whether customers are interacting with a chatbot or a fellow human. With these strategic capabilities in hand, organizations have increased opportunities for creating an exceptional customer experience that both keeps loyal customers and earns new ones.
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The author of this content is a paid contributor for Verizon.