Understanding Ai Customer Service

9 ways businesses use AI in customer service in 2024 Zendesk

Deploying AI-powered chatbots allows customer service teams to deliver convenient, 24/7 support. This means customers can connect with your business any time—day or night—and get help i… See more

1. Customer service chatbots for common questions. The humble chatbot is possibly the most common form of customer service AI, or at least the one the average customer probably encounters most often.
2. Customer self-service chatbots. Sometimes, the best way to help people is to help them help themselves. Chatbots can do more than just answer questions; they can also use AI to suggest actions based on a customer's browsing activities or common recent queries from across the website, identifying or even predicting friction points before the customer even tries to reach out to support.
3. Support ticket organization. AI support ticket organization—which employs things like natural language processing (NLP) and sentiment analysis—uses rules to automatically apply tags and labels to tickets and sort them to the appropriate agent and support phase.
4. Opinion mining. Through natural language processing, AI can be used to sift through what people are saying about a company to create reports that can be used to improve customer service.
5. Competitor review assessment. What's true for you is also likely true for your competitors—and vice versa. Opinion mining can also be used to analyze public competitor reviews or scour social media channels for mentions or relevant hashtags.

See Also: How to use ai in customer service Preview /  Show details