A Five-Point Guide on How Artificial Intelligence technology helps Businesses in transforming their Customer Interaction, Services, and Support.
Practically no one would have imagined a scenario in which half of the world will be locked-down (in some cases for months now) and people will have to find another way to carry out their works. Now, thanks to this COVID-19 pandemic, however, that is exactly what we’re currently dealing with.
Businesses who had to maintain robust communication and customer support for their sustenance, a key takeaway for them from COVID-19 pandemic could be aware of the roles of Artificial Intelligence in business communication.
That’s not to imply that A.I. is without it’s flaws. FACEBOOK had to delegate many significant activities to AI due to their staff having limited access to its platform because having to work from home due to COVID-19 — and there has been multiple issues since. But if the use cases are not as complicated as predicting user specific content recommendations for 2.5 Billion Active Users, A.I. could play a highly crucial role in business communications.
Below are five simple Intelligent use cases of Artificial Intelligence that are helping businesses :
A growing trend in business communication is that of automated intelligent response. E-mail responses generated by artificial intelligence whenever there is a customer query.
While there are a combination of both fractional and complete AI-powered email responses, the trend is set to grow in near future and will form the cornerstone of email communications.
An example of Automated Intelligent response, Google’s Smart Reply utilise machine learning to determine replies to email messages you get; though this feature is still semi-automated, it has enjoyed widespread acceptance and was adapted in about 12 percent of mobile applications at the time of its release a few years ago, that figure had likely been increased now when there is constant communication between customers and many brands.
It’s highly likely that we’ll see more platforms integrate automated intelligent response in their functionality in the near future.
Customer Support and After sales service is one of the primary deciding factors that people pay attention to when deciding on which product or service provider to go with. Yet, customer support is not without its own set of limitations; during peak traffic hours and sales times, or during the time of COVID pandemic crisis that we’re currently facing, it is important to ensure to your customer that you are with them and maintain optimal response times for customers who are connecting with customer support about their grievance.
For most of these customers, it would be best to connect them to chatbots initially for the most commonly occurring queries and only allow cases that require human interaction to the representative.
In simpler words, if given choice many people will only prefer a chatbot than an actual human for support; and advent of chat bot platforms (many free as well) will also contribute greatly AI technology’s acceptance into mainstream businesses, ensuring more adherence in the near future.
Of Course, we are not quite at the stage where humans could have a full blown interaction with robots when it comes to getting support but we’re very close to achieve that.
Artificial Intelligence is widely being used to power call centres in a way that it is impacting business outcomes significantly; from automatic assessment of calls being made to a business line to offering suggestions on how improve response while an agent is engaged with an customer.
This assessment is based on factors such as customers tone and volume while on call due to frustration, long pauses indicating rising anger, and many subtle cues that may indicate the mood of customer at any given instant.
AI could also adapt to multilingual and cultural contexts which allows them for assessment irrespective of the culture or religion involved or the country in which the call is being made.
Live suggestions could be given to the agent responding to the customer with suggestions on better ways to avoid further escalation with the customer.
Another major advantage of Artificial Intelligence is its ability to analyze volumes of data and then extract relevant information could be used by businesses to further enhance customer experience.
Through the help of Artificial intelligence, large amounts of communication data could be processed and analysed such as call data recordings; customer call data could be recorded and analyzed to extract important data, trends, and facts that can be harnessed to lower customer complaints and improve user satisfaction.
You are living in a connected world. A world where a piece of data could become redundant before you have enough time to study it manually. But not with artificial intelligence, however.
Hyper-personalization depends upon machine learning to deliver relevant information and recommendations to their users; This is done through analyzing real-time data of each user. And then determining relevant decisions based on this previous information instantly.
This is only possible through the help of artificial intelligence. Especially for large businesses — and it’s the secret to the success of many AI-reliant brands such as Google, Netflix, Facebook, and Google.
Conclusion: The Role of AI in Business Communication will become much more definitive.
The above list isn’t an exhaustive list of the use cases in which artificial intelligence and machine learning could be utilized in business communication. But it provides a basic idea of could be possible and what the future holds for Businesses.
For a business that effectively implements even if just one of the above AI uses. There is certain to be an increase in ROI and customer satisfaction.
If you wish to learn more about how you can utilize Artificial Intelligence for your Business and which use case would be best suited for this. You can let us know and we at AppVoir will gladly help you.