IT Governance

Leverage AI to Advance Customer Service Management

Customer service is not only about pleasing people, but it is also about engaging them. Your efforts to change their perception about your brand prove significant to ascertain the best customer service. Organizations must turn their attention towards the customer service centers that store maximum data. In this article at Forbes, David A. Teich suggests how to leverage AI to handle a massive set of data collected by customer service teams.

ML, AI at Your Service

Machine learning and artificial intelligence are proficient at enhancing customer services. Since the IT help desk falls short of staff often, AI-enabled systems can cover the gap. A faster resolution to problems would make all the customers happy.

Artificial intelligence could help people address language barriers by performing intelligent process automation. Both AI and ML are equally efficient in managing customer services. A pre-trained AI system with significant volumes of data sets could manage the corporate data seamlessly.

Communication Is the Key

You can leverage AI by enhancing customer service with the help of a common language. For example, if a consumer calls for IT support to access a wireless network, AI could locate their position, check network availability, and give access. The readiness of AI to help in a natural language interface is the key to modern customer service management. It is performed through intelligent process automation (IPA), which is a kind of conversational RPA.

A common language is crucial to the interface. Even machine learning systems can analyze the knowledge and detect the problems to extend the best solutions. For instance, if the consumer suggests the Wi-Fi is not working, it does not mean network issues. It could be any technical issues that ML can analyze and provide a solution.

Enterprises have their own user forums to support customer service. However, it is not a vacuum that requires integration with customer-facing applications. Instead, it requires integration with the existing CMS, EMS, and even larger CSM systems. To survive independently, organizations must have an open structural design that allows clear communication. AI and ML have transformed customer service management, and more developments are on the way.

Click on the following link to read the original article: https://www.forbes.com/sites/davidteich/2020/04/16/customer-service-management-improved-through-artificial-intelligence/#63f98f7147b4

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