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AI is changing customer service in five ways

While barely many people around the world are familiar with Jumbo, in the Netherlands, the grocery company is instantly recognisable. A century of past events. a market share of 21.5%. Seven hundred stores and over 100,000 employees. Jumbo is still a retail giant well than a century after it began as a grocery wholesaler, and a big part of its current success may be attributed to its increasing dedication to intelligence-driven customer service.

 Wendell Kuling of Jumbo says, "We need to give them a more personalised and responsive experience if we want to convert even more of our customers into fans." "But in order to achieve this, we had to automate our analogue processes and incorporate AI into our ongoing workflows to obtain insights more quickly." Jumbo is a leading example of how businesses of all sizes are utilising AI to transform the way they provide customer service, from its "Remind Me" service that sends customers an online list of products they might have forgotten to a loyalty programme that offers rich data insights. It is hardly surprising that research indicates 79% of customer service representatives think automation and artificial intelligence tools are crucial to their overall strategies.


Here are five ways artificial intelligence (AI) is affecting customer service, along with more proof that its application results in more productive organisations, significant cost savings, and stronger customer relationships. These are provided for those businesses who have not yet fully embraced such cutting-edge innovations or are still unsure of their potential effects.


Know How AI is changing customer service

An interesting development over the last few years has been an increase in self-service. Despite the early complaints of many consumers who were sent to self-service options when contacting firms, an overwhelming amount of research suggests that today's customers prefer to discover answers to their issues. According to a research, 91% of customers would use an online knowledge base if it was customised to meet their needs, and 67% of customers would prefer to use self-service over speaking with a corporate representative. The good news is that self-service technologies and platforms are becoming more accurate, faster, and easier to use than organisations could have ever imagined thanks to artificial intelligence and machine learning.


24/7 assistance: in 2023, one of the greatest difficulties facing organisations will be satisfying the demands of clients who demand service according to their schedules. An rising number of people think they should be able to pick up their phones or log on to their computers and get immediate assistance with their inquiry, regardless of where they are or what time of day (or night) it is. Thankfully, automation is making it possible to provide this kind of round-the-clock assistance via chatbots, virtual agents, FAQs, and knowledge bases, among other channels. AI is also capable of keeping an eye on social media sites to identify any problems or critical remarks before they develop into bigger problems.

Personalised service used to mean just remembering a regular customer's name when they checked out, at least a generation ago. Businesses can now provide a level of customisation that is unbelievable because to AI. Software-based platforms have the ability to gather, categorise, and then reuse user data in order to improve consumer interaction with products and ultimately boost customer loyalty. Netflix is a prime example of how to disrupt established entertainment patterns. It does this by collecting and analysing user search histories, making a wide range of highly accurate and personalised viewing suggestions.

Increased agent focus: One of the main advantages of having AI-powered chatbots handle more time-consuming and repeated client contacts is that human agents may spend more time handling and resolving difficult issues. Simple services like bill payment and inquiries about business hours are handled by automation, but questions requiring more sophisticated communication and interaction can increasingly be handled by humans. Technology is making work environments more fulfilling and exciting for employees by relieving agents of repetitive and labor-intensive activities, while also giving clients additional reasons to be happy with the care they receive.


Sentiment analysis: When it comes to customer sentiment, it is true that the pen is mightier than the sword. Without a question, negative comments and reviews spread more quickly than favourable ones, which is why it is so important for businesses to monitor their online presence. This is especially true in the digital age, where artificial intelligence (AI) is having a significant impact on the subject of sentiment analysis. In sentiment analysis, technology is utilised to analyse comments made on social media, review sites, and online surveys in order to identify negative attitudes and patterns regarding a company's goods or services. Equipped with this understanding, leaders of the customer experience and their groups can proceed to tackle those problems.



Artificial intelligence has gained greater attention than ever in the past year, and although there has been much discussion of the hazards involved, the advantages for customer service far exceed them. Businesses may now improve productivity, cut costs, and boost customer engagement with AI, but these benefits do not arrive overnight. With so many options accessible, it's critical to determine which platforms and tools best meet one's requirements and develop AI strategies that work best for specific companies.


Inappropriate interactions with call centres can lead to bad experiences for clients as well as harm to the reputation of the companies they have contacted. Learn how agents can handle a variety of interactions with the aid of a well-written call centre script, which includes examples of the solution being used.

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