How is AI changing Customer Support
There is no doubt AI is having a big impact customer support, making the customer journey smoother and more efficient. But to truly unlock AI's potential, it's crucial to use it appropriately and effectively. Rather than blindly adopting new technologies and processes, customer support leaders must prioritise enhancing the overall customer experience using whatever tool is best. So, how exactly is AI being used to change customer support for the better?
How exactly is AI changing customer support?
New support roles and tasks
One significant impact lies in the emergence of new roles and responsibilities. AI now handles routine customer interactions and self-service options adeptly, provided the right technology is in place. This shift allows support agents to focus on developing new skills. For instance, many are mastering SQL to delve into databases and better understand the root causes of customer issues.
Moreover, support representatives are increasingly engaged in hands-on tasks like customer onboarding and personalised platform walkthroughs. These responsibilities demand a human touch, ensuring that customers feel valued right from the start of their journey with a product or service.
Support has become much more content-driven
AI relies heavily on the content it is given or can access. As a result, support has become increasingly content-driven. Good content is now essential, as it must be easily searchable and accessible to end users for self-service. Additionally, AI systems learn from this content to provide accurate responses to customer queries.
Creating and maintaining high-quality content is now a critical aspect of customer support. This includes FAQs, knowledge bases, tutorials, and other resources that customers can use to solve their problems independently. By investing in comprehensive and well-organised content, companies can enhance their AI capabilities and provide better support to their customers.
Data is more readily available and easier to analyse
Another key benefit of AI in customer support is the improved availability and further analysis of data. For example, platforms like DolphinAI leverages AI to transform user feedback into actionable insights. It consolidates feedback from various sources into a single, centralised platform for analysis. This allows companies to identify trends and pain points, enabling them to make data-driven decisions to enhance their customer experiences.
Conclusion
AI is undoubtedly revolutionising the customer support industry. It is introducing new roles and tasks for support people, has shifted the focus to content-driven support, and made data more accessible and actionable. However, the success of AI in customer support depends on proper management and a focus on the end customer experience. By balancing technology with a human touch, companies can harness the full potential of AI to provide exceptional customer support.