Artificial Intelligence & Customer Service Robots

Artificial Intelligence & Customer Service Robots

Every company has one crucial area that should be taken care of — Customer Relationship Management (CRM). To get the best results and automation out of CRM, business leaders use Artificial Intelligence (AI) solutions including Machine Learning and Natural Language Processing (NLP). AI-powered customer service provides 24/7 customer support to companies.

With the popularity of virtual assistants like Siri and Alexa, the general public is getting more accustomed to interacting with machines. As a result, businesses are looking for ways to incorporate these kinds of innovations into customer service to increase efficiency, raise customer satisfaction, and lower costs.

Many customers have revealed that they would be comfortable dealing with a robotic customer service agent, but the majority still have some reservations. They don’t want the service to lose its “human touch.” Therefore, a balance is needed when adopting these new customer service channels.

Implementing Robots into Customer Service

Automation and self-service can improve efficiency and give customers a choice when interacting with a business, but many customers say they still want the opportunity to speak with a human agent when needed. Therefore, adopting a single method that uses automation won’t please everyone.

AI-enabled robots are being programmed to work alongside humans, interact with customers, and perform administrative functions. They also can be used to streamline backend processes, such as supporting compliance requirements and responding to data-related questions. Using service robots in this way still keeps humans in front of the customers.