Why Customer Service is one of the earliest adopters of AI

The age of AI has arrived and it is no longer a question as to whether or not a business should invest in AI technology; but instead, a question of where to start.

What department or function should businesses invest in AI for first?

Of course, different businesses and industries have different workflows and target areas for improvement which makes it difficult to form a general rule of thumb for deploying AI technology. However, there is one department that spans almost every industry and is a great starting point for businesses to explore the value of AI – namely, customer service.

Given the high volume of interactions, various modes of communication (email, chat, phone, etc.), and the many teams involved (accounting, tech support, sales, etc.) in handling customer inquiries, there is a lot of room for error. It is for these reasons that multi-channel support tools  like Zendesk have become staples for high performing customer service teams. Zendesk, and other support tools, not only serves as a system of record for customer issues and interactions; but also, offers automation and workflow management to improve the efficiency of the whole operation. 

For example, you might build a macro that includes a template email response, a label and an auto-assignment for handling customer inquiries related to login issues. When a support agent receives a customer request for assistance to login to their account, this agent can simply select the macro that will automatically send the email, apply the label, and assign the ticket to the right team. This macro saves the agent time and ensures that the right information is given to the customer every time. These macros and workflows are what make customer service software so valuable.

So what does this have to do with AI?  

In the example above, we used a macro to help create efficiency and automation for a repeated task – namely, handling login issues. The agent is able to read the customer request, determine what issue type it is, and select the macro designed to handle that issue type and, in turn, save themselves and the customer a lot of time. As you can imagine, there are a lot of potential issue types that could benefit from a macro; such as, bug reports, product feedback, billing questions, etc. And this is exactly why customer service is such a great place to deploy AI technology. 

What does AI for customer service look like?

That is, imagine if macros could be triggered automatically without an agent ever having to read the ticket in the first place. How much faster would we resolve customer tickets? How many more tickets would we be able to handle per agent? How many manual errors would we eliminate?

The short answer is empowering customer service with AI makes everything more efficient. The long answer is to check out part two of this post where we discuss What AI for customer service looks like.

Can’t wait for the next post? No problem! Check out our AI-Powered Zendesk product to learn more or feel free to reach out and chat with our own customer service team to hear how our customers are leveraging AI.



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