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Conversational AI For Customer Service: The Future

To be successful, businesses must constantly think ahead, predicting the future and making decisions based on that. AI technology for contact centers is advancing at an incredibly fast pace and for good reason; it’s clear that it’s here to stay. 

If your business hasn’t yet implemented a conversational AI solution, now might be a great time to do so. First, however, it’s a good idea to understand exactly what conversational AI is and how it works so you can make an informed decision between available contact center solutions. 

What is Conversational AI?

Conversational AI is artificial intelligence for call centers that streamlines customer experience (CX), fosters customer engagement, and improves brand loyalty. It works alongside human agents, often resolving tier-one customer requests and answering frequently asked questions. Other more complicated calls are escalated effectively to human agents with short or no hold times. 

To get a better idea of what AI customer service looks like in action, here’s an example of automated problem resolution. A customer calls the customer service number or types a question into a chatbox. A bot instantly responds. The customer explains his or her question, and the bot uses natural language processing to understand the question regardless of how multi-faceted or complicated it is. Next, if AI can resolve the customer’s request, it does. If it determines that the issue requires agent attention, the bot escalates the customer request to a human representative with a full history of conversation notes so no information must be repeated.

Where is the Future of Conversational AI?

As McKinsey accurately states, “companies need to address every opportunity to improve productivity while delivering a better service experience” to unlock maximum value. Conversational AI technology is one of those opportunities. The success of this technology makes it clear that automated self-service and AI chatbots won’t disappear anytime soon from contact centers and customer service. As a result, business owners might want to consider the implications. 

  • If you haven’t already implemented a conversational AI solution in your call center, seriously consider finding one. Conversational AI is key to customer satisfaction and will continue to be important in the coming customer experience era, as many call centers have found that it overcomes agent shortages, increases ROI, provides data insights, reduces costs, and supports stellar customer support. 
  • Companies who have already started using AI should use it to its fullest potential. AI solutions like Replicant offer analytics that give deep insights into customer service, so make use of those to improve the future of conversational AI within your own business. 
  • When you implement automation technology, it will change certain dynamics within your call center. Help your call center representatives work efficiently alongside automation and machine learning by implementing a solution that is designed to integrate into existing workflows and processes. 

Will AI Replace Humans in the Customer Service Industry?

The replacement of human call center agents by artificial intelligence is a great hope – or fear – of many business owners and customer service representatives. However, Businesswire believes that “the imperative to maintain the human element in the customer experience will assume even more importance” in coming years. Though many automation technologies are successfully replicating that human element with natural conversation abilities, it is unlikely that technology will completely eliminate the need for humans in contact centers. 

Try Replicant’s Solution

It’s difficult to predict exactly what the future holds for customer service, but you can count on automation and AI technology sticking around. If you haven’t yet implemented a customer service solution, take advantage of Replicant’s conversational AI demo to find out what these technologies could do to improve customer retention.

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