How to leverage your customer service with artificial intelligence?
Today, artificial intelligence provides services everywhere and at any time. It recommends products on the Internet, detects spam in mailboxes and predicts road traffic on navigation platforms. In short, it saves time. That's why more and more companies are adopting AI in their systems, particularly in customer relations. Chatbot, callbot, virtual assistant... These little gems of technology guarantee a service combining quality and speed by automating use cases specific to your sector. They improve the customer experience and relieve advisors of repetitive tasks.
What AI solutions are available today? In what areas is it used? What are the benefits for your customer service? We answer in this article.
What are the fields of artificial intelligence?
Today, the applications of artificial intelligence are so varied that almost every field is concerned. Here are the main examples of applications in our society.
AI in commerce and finance
In an ultra-competitive world, the customer experience is becoming the number one concern for companies. To boost sales and streamline the customer journey, AI is the new tool that sets us apart:
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- Product information
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- Order & delivery
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- Balance inquiry
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- Credit card assistance
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- Customer login assistance
Conversational agents (bots) are revolutionizing the shopping experience by making customer service simple, accessible and personalized. In the retail and bankingAI saves customers time and answers their questions around the clock. This is how Ma French Bank has seen its customer care rate rise from 60% to over 85% since integrating Zaion Callbots, boosting customer satisfaction.
AI in healthcare
If AI, via machine learning, can now be used to identify pathologies via medical imaging, it is proving extremely effective when it comes to customer relations in the healthcare.
In this field, virtual assistants take calls in order to qualify and process the most recurrent requests from members: reissue of third-party payment cards, reimbursements, reissue of documents, management of the customer area (loss of login, password), FAQs, etc. Bots thus eliminate waiting time and relieve staff of repetitive tasks.
AI in real estate
Between housing searches, requests for technical assistance and rent payments, the real estate sector is also overwhelmed by telephone calls. This is particularly true of the Crous in the Paris region, which received almost 10,000 calls a day in the 1st quarter. The Zaion callbot can now handle all incoming calls, and handles 35% of requests autonomously.
AI in tourism
Artificial intelligence is also an integral part of the travel and tourism sector . From planning a trip to departure, customers appreciate fast, easy-to-use services. With a callbot by telephone or a chatbot - Livechat in writing directly integrated into the establishment's website, travelers discover offers, book rooms, edit their bill and have access to all useful information!
What are the solutions offered by artificial intelligence in customer service?
What does AI really do for companies and their customers? Here are the most common applications of artificial intelligence to improve customer service.
Automated tasks
Before even mentioning artificial intelligence, the first use of robotization is to save time. Installing a conversational agent on your website or phone line is a way of refocusing your staff on more complex and rewarding value-added activities. What's more, a single bot can serve several customers at the same time, whereas a human agent has to devote himself entirely to one person at a time. The Zaion Assistant platform, a low-code solution that can be used without IT skills, enables you to create your own conversational paths using high-performance, personalized bots.
Immediate, multi-channel customer service
Speech and text recognition can now understand natural language (NLP ) and answer a question without human intervention. It analyzes the meaning of text, voice and even emotions. Zaion's callbot and chatbot can understand up to 40 languages. They adapt to all your communication channels and are constantly present to guide consumers, without waiting time, even during your closing hours. It's a way to improve the customer experience 24/7!
Customer data analysis
Artificial intelligence (AI) doesn't just act as a bridge between customers and the company. It will also, and above all, enrich your customer knowledge. With each new interaction, you collect and analyze data in real time. You keep track of the history of conversations to make strategic decisions. What's more, thanks to machine learning, your bots learn and evolve to adapt to future requests. Pilot your Callbots, Chatbots and Messagingbots on a single Zaion Analytics platform.
