Top 4 AI-Driven Customer Service Trends For 2022
Post-pandemic AI-driven customer service trends that every CX leader should follow.
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Modern customers are no longer basing their loyalty only on the brand name, product, or pricing. They are greatly valuing the quality of service they receive, their experience with the company, and their level of satisfaction.
As per HubSpot’s Research Trust Survey, 93% of customers love to make regular purchases with companies having excellent customer service.
If you look at it from a business perspective, addressing customer’s queries and issues can improve customer satisfaction by up to 32%, customer retention up to 33%, and revenue up to 42%.
The majority of the companies are investing in the latest technology to improve customer experience (CX) and artificial intelligence, helping them achieve the best possible customer support.
AI is transforming customer service by helping computers to emulate human thinking or decision. It has already picked up the pace in changing the face of customer service. As per Gartner, AI will handle 70% of all customer interactions by 2022.
There are a lot of new trends that are likely to rule in 2022. Let us see the latest AI trends to look forward to next year:
1. Chatbots for Quick Information Delivery Systems
Several businesses have already integrated AI-driven chatbots into their customer service system. In fact, by 2022, chatbots will be powering approximately 45% of the organizations’ customer support service.
Chatbots can recognize and answer customer questions by employing the algorithm. Even if for now, they can’t answer high-level questions, they do basic functions. For example, providing price estimates or directing customers to related knowledge base resources.
The tool has an excellent capability to analyze data and identify the pattern of queries. Therefore, the scope of the quality of their responses improves over time. The more chatbots interact with customers, the better it turns out to be in solving their issues.
But the biggest benefit it offers is that these tools can be trusted for a well-rounded and real-time support alternative. Also, the cost it involves is as low as the fraction of the cost of a human representative.
This is probably why, by 2022, more than 50% of enterprises are likely to spend more per annum on chatbot development over traditional mobile app development. Chatbots are undoubtedly going to be a preferred system for reliable information delivery in the near future.
2. AI for Multi-Channel and Uninterrupted Support
Over 84% of customers report that the company didn’t meet their expectations in their last interaction with customer service. The reasons include excessive waiting time, unavailability of a support representative, and dissatisfactory answers.
This report is alarming, as recently, an American Express survey found that 91% of unhappy customers are not likely to do business with those companies again.
The AI-supported customer service system can help organizations to address such issues in any of the communication channels, be it live chats or telecommunication. It can identify the concerns or queries of the customer and redirect them directly to the specific and available support channel to provide customers instant solutions.
In another situation, when the customer service agent is unable to resolve queries, the chat AI can shift the customer to a dedicated support channel.
The Zendesk customer service trends report says that 42% of customers feel 24/7 real-time support is necessary. AI helps the organization stay responsive 24/7 and provides an uninterrupted solution to customers. There are no time constraints and holiday offs for AI tools, So, they are available at any given time.
Hence, it assures consistent support, no wait time, fast resolution, improved customer satisfaction, and a better brand image.
3. AI for Email Support
Over 54% of consumers use a customer support email for customer service. This proves emails are still preferred communication channels.
Till now, email support is limited to automated responses that are tossed directly to customers. But now AI can transform an ordinary email system into smart email support, making it quick to draft and personalized for every customer.
For example, this AI-powered email support can use a natural language processing system to help frame an email quickly.
This system can also fetch specific parts of their email from their growing database since they are using emails for communication. This way customer service agents don’t have to look into the database manually and they can compose fast responses and save hours.
Some companies are taking advantage of this technology in many other ways to offer high customer satisfaction (CSAT). For example, the system can automatically scan emails and tag related recipients to help them send them to the right department of the office.
The AI-based email system can even help the agents curate personalized email content for a better customer experience.
The functionality of the AI-based email service has not yet reached the advanced level, where it can cope with thousands of incoming queries. However, with improving technology, we can expect it to be more advanced by next year.
4. AI for Accurate Automated Responses
AI-based automated responses can be a great way to avoid human errors, leading to an excellent customer experience. This is the reason why especially the banking sector is expected to automate 90% of customer interactions with chatbots by 2022.
Automation usually does things like gather data, manage email sequences, and send tracking numbers. With AI, the system can be taken to another level.
It can search all the related documentation, FAQs, and blog posts to send smart replies to new tickets automatically. In addition, it can also search your support system components automatically to find matches to user queries and then reply.
The entire process is accomplished in a fraction of seconds, saving you time and avoiding discrepancy. This system is highly effective in sectors like banking and healthcare, where accuracy and time are significantly expected.
By next year, we can surely see a more astonishing rise in the use of AI-assisted automated responses in major business sectors.
With the given stats above, indeed, no argument AI technology is an effective solution for improved customer service.
Organizations are focusing on customer satisfaction now more than ever and AI has started to play a major role. AI-based chatbots, emails, and automated systems are incredibly enhancing the customer experience with their accuracy, promptness, advanced data analysis, and high reliability.
AI is still emerging in 2021, yet it is succeeding in marking its presence in customer service. However, there are a lot of challenges the technology has to answer.
The trends discussed above are taking a swift rise and are going to be remarkable ideas in 2022.
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