Customer expectations have never been higher, yet many support teams aren’t able to deliver. Shoppers want instant replies, but the average first response time across the customer service industry still sits at around 4 hours.
And while more businesses acknowledge that enhancing the customer experience (CX) is a top priority, only 6% of brands saw their CX improve in 2023.
Adapting to customer needs can be challenging, but there’s a simple solution that can make a world of difference — artificial intelligence (AI).
AI tools make support teams more efficient, offer customers the experiences they’re expecting, and are even capable of driving revenue. Zowie’s Product Manager Jeremi Jak and Bella Bourne, Senior Operations Manager at Carv, share just how impactful this technology can be in our AI in Action: How to Create a Team of Super Agents webinar, jointly run with Unbabel.
Debunking AI’s biggest myths
With AI being the buzzword of the day, misinformation surrounding this tech can spread quickly. The good news is that most of these AI fears are unfounded. Let’s debunk the top myths regarding AI in customer service.
1. MYTH: AI will take over customer service jobs
AI opponents mistakenly believe that modern tech solutions will cause professionals to lose their jobs. While automation has certainly affected how sectors like manufacturing are run, its impact on the field of customer service is a net positive for businesses, customers, and agents.
The reality is AI is meant to help support reps complete certain tasks faster and with greater accuracy — not replace them outright. Customer service tools serve as supercharged members of any support team, capable of assisting customers 24/7 without getting overwhelmed.
2. MYTH: AI will make customer service feel robotic
Another myth about automation technology is that it inherently lacks a human touch. People assume when you use a chatbot, you’ll get a stale experience that feels artificial. As a result, support teams may worry that customers won’t be satisfied with AI.
In fact, the exact opposite is true. AI solutions can replicate the human element — a brand’s tone, style, and customer rapport — to a tee. For many customers, this blurs the line between virtual and human agents, leaving many wondering who they’re interacting with. And with these empathetic, human interactions firmly in place, AI tools can help increase customer satisfaction by cutting response times without losing the human touch.
3. MYTH: AI means teams can’t control customer interactions
Customer service managers frequently express the concern that embracing AI means giving up control of the messages that customers receive. They fear AI will automate everything and remove the ability to decide when a matter should be handled by a human agent.
However, top AI customer service tools always keep human service teams in complete control. They don’t operate like some secretive black box — they’re transparent solutions that only act on the inputs they’re given. And they never try to automate 100% of customer questions, knowing precisely when handover to a human agent is more suitable.
AI’s game-changing capabilities
Now that we’ve dispelled some of the biggest myths about artificial intelligence, let’s explore how AI enables teams to take their performance to the next level:
1. Customers receive personalized care
Leading AI software keeps the human touch in customer service. By mixing customer data like site or purchase history with detailed product information and reviews, automation tools are able to consistently provide answers that are relevant to each individual customer.
With generative AI, these solutions can take custom interactions a step further and craft messages via chat — without the need for a predefined script — that are remarkably human. But teams maintain complete control over each reply to ensure a brand’s unique voice and style shine through.
2. Agents enjoy increased efficiency
With tools like an AI chatbot able to resolve the bulk of incoming customer questions, service reps see fewer repetitive tickets and smaller ticket backlogs. With much-needed breathing room, agents are free to focus on more complex tasks and assist customers with urgent cases.
AI can provide customers with instant answers to a team’s top questions, taking a massive weight off of your reps’ shoulders. As a result, more internal resources are freed up, and the overall agent experience is greatly enhanced.
3. Support teams see improved metrics
The most tangible impact AI has on many customer service teams is how much it improves their top KPIs. Chatbots, for instance, deliver instant responses to a variety of questions, meaning support centers can see metrics like first response time and resolution time drastically fall.
But the benefits of automation don’t stop there. Faster responses lead to happier customers, so CSAT or NPS scores tend to rise as well. And AI’s impact on a business’s bottom line mustn’t be dismissed. Financial metrics like cost per ticket, average order value, and even support-driven revenue get better thanks to customer service AI.
Upgrade your customer service with AI
AI is a transformative technology that’s reshaping the customer service landscape. It’s key to meeting customer expectations, maximizing efficiency, and providing an elevated customer experience. To successfully navigate through the seemingly endless possibilities of AI in customer service, you need a guide — and our webinar with Unbabel is the perfect starting point.