AI Customer Support and Assistance

The advancement in Artificial Intelligence has led to an increase in the demand of customers. With each new development, there is an addition to the service requirement by the customers. Thus there is the need to satisfy the customers through the application of the latest technology. This will help in the implementation of the emerged technology in various fields.

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There is an epoching demand in the market and business for the latest technologies that could serve them. The demand is increasing day by day. As we all know, with the introduction of various technologies like machine learning, artificial intelligence, deep learning, and much more, there is a sudden increase in the implementation of various tools and techniques. And these tools and techniques have provided us quality service.

Whether it would be the prediction of any event or the analysis of any observation, and everything is being done in proper order. Various real-time services are being provided with the help of machine learning, and natural language processing. These technologies have provided us with a lot many services that have made our living easy.

The services are wide, and it includes various things like a chatbot, automatic movie ticket booking system, online consulting by a doctor, online shopping, online career counseling, sentiment analysis, and much more. These services have boosted our work by providing us an easy and efficient way of doing a certain task. 

As we know, machine learning has revolutionized the technical era by training machines with various datasets so that they can work on their own. This concept of a machine that will work on its own and provide precise output has brought a new concept in the industry. With the introduction of machine learning, everything has changed. The target was now to promote automation.

You all would be familiar with Siri, Cortana, Alexa, and much more. These were introduced with the help of Natural Language Processing. The concept of NLP made interaction with AI (artificial intelligence) software possible. The concept of voice messages, their interpretation, conversion, and processing was also introduced. This all was not smoothly introduced. It required brainstorming, hard work, and research.

With the use of these powerful techniques of artificial intelligence, the business is growing tremendously. This has provided customers with high-quality services and opportunities to expand their business. There are various customer support and assistance services provided by artificial intelligence.

The AI services are approaching all the sectors, whether it would be financial services, health care services, marketing services, retail services, law services, and much more. These services provide a cost-effective way so that the maximum needs of the customers are satisfied. The services like CommBox are leading their way for promoting management of the contact center. 

This helps in the increased investments by various companies. This leads to the pacing growth of these services. Companies like Google, Amazon, Microsoft, IBM, etc. pay a lot for these services. They provide numerous services like Siri, Amazon Echo, iCloud Alexa, Google Assistant, and much more.

Benefits of AI Customer Support and Assistance

While providing any service, it is essential to keep a note of what the customer is demanding. The customer may sometimes be confused with a wide list of requirements, so a brief study of requirements is required so that proper service can be provided. There are various advantages of using these services. Following are a few common advantages.

  • Bot Messaging

There are various types of chatbots provided at different sites like Health Care site, Stock Market Advice, and much more. Many times, when the service provider is not present at a particular moment like a doctor, counselor, etc. the requirement can e fulfilled by these chatbots. 

They provide efficient answers to the asked questions. These are first trained by several datasets and are prepared to deliver a particular service. One of the finest examples is CommBox. With time and regular training, chatbots are highly developed.

  • Full-Time Availability

In this highly busy world, people require services at any point in time. Whether it would be 4 AM or 4 PM, the services should be made available throughout the world. This requires high maintenance and management by the administrative center. The services are required 24/7, and different places have a different time zone.

There are various examples of such services like Dominos, KFC, Trivago, iCloud, TinkerCad, etc. The services can be from any domain. The common advantage is that they are made available at any point in time. This is what keeps them in demand. 

There are many online health care sites also which provide services at any point in time. They provide the patient with consulting from doctor to ambulance facility whenever they require. This is one of the biggest achievements. Similar is with Amazon and other companies, that provide services at any instant. 

Artificial Intelligence has changed the whole scenario. This has made us capable of taking the benefit of various services whenever we want.

  • Efficient and on-time Decision Making

The interactive and highly advanced platform helps in the efficient analysis which further helps in making decisions faster. The highly optimized algorithm of the services makes the analysis and prediction part easier. This helps in better decision making and saves time.

This helps in customer satisfaction and aids in making precise tools and techniques. The examples for the same are ‘practo’, ‘tatahealth’, day trading charts, simple moving average, and much more. These services have helped a lot in their respective domain.

  • Optimized and Reduced Research

Generally, to get an optimized result, a lot of research is required. Different platforms provide the customer with different solutions. Then after having a look at all these solutions, the customer needs to select the best path for him. This takes much time, in searching and analyzing the proper pathway. 

To support the customers in finding a proper solution within a given time frame, AI-based solutions are used. They provide optimized solutions and saves time. The AI-based algorithms evaluate the trend or pattern of search done by the customer. Based on his search, and query, he is provided with the best possible solution.

The customer can be provided with a set of most likely solutions or a single best solution that is feasible for him.

  • Effective Customer Support

The Customer Relationship Management System is the most essential part of any business. It is important to communicate with the customer efficiently to know what the customer wants. The task is quite tedious, as sometimes the customer himself doesn’t know what his actual requirement is. He would provide us with a list of requirements.

So, the first task then is to refine the customers’ requirements. The AI-based approach makes it quite easy, and one can find the root requirement of the customer. The Artificial Intelligence integrated Customer Relationship Management Systems have played an efficient and effective role in the communication sector as well as in all other industrial sectors.

This shows the power of the algorithms and systems based on artificial intelligence, natural language processing, machine learning, neural networks, deep learning, and much more.

  • Predictive Analysis

This is one of the major requirements. To proceed on any path, it is necessary to evaluate the pathway. This comes with the need to predict each possible routes that the customer might take. There are loads of tools and techniques provided by artificial intelligence to predict and analyze these paths.

Some of the tools are MATLAB, Tableau, and much more. These provide a powerful insight into future outcomes. These take the input from the user and based on various parameters, give the most suitable forecasting output. 

Various platforms provide training with hands-on labs to make visualization better. These platforms help the learners to understand the concepts, implement them, and then analyze the output. This helps them to perform various practicals in online mode. 

One of the examples in the online simulation environment provided by IIT Bombay. There the students can choose any specific domain like Computer Science Engineering, Electrical Engineering, etc. Then according to their domain, they can choose any specific topic and perform the activity.

The simulation platform is very good. It cross-checks the performance of the student. There are various platforms for this like The Netomi Customer Support Software Platform, Udemy, Coursera, and much more. These provide training in various domains ranging from technical skills development to personality development and from business strategy to arts. 

The other platforms are Cisco Packet Tracer, which provides various courses related to networking and other relevant domains. It comes with the latest technology. Similar is Tinkercad, which is one of the best simulation tools. 

Call Center – Customer Care Services

The most hectic and time-consuming task is to provide services to the customers by communicating with them at call centers. This is very important to make the customer understand what you want to convert and to understand their requirements is equally important. This comes with the need to serve lots of customers calling at the same time and that too 24/7. 

So, this sector is in a high requirement for an AI-based model to help the workers. The heavy drift in technology brings the urgency to make the customer understand how to use it. And, in turn, brings the need for the technicians to communicate with the customers to support them. This task should be carried out properly so that the implemented technology could be brought to life.

There are various methodologies provided by artificial intelligence to overcome this situation. The major approaches are voice analytics, digital IVR, chatbots, and much more.

We have already discussed the chatbots. They are in high demand and help the customer as well as the service provider. Now, we will look into the features provided by Voice Analytics, and Digital IVR.

Voice Analytics

It has been proved that voice analytics serves the customer in a much effective, systematic, and efficient manner. Voice Analytics, analyses the voice tone of the customer. It evaluates the emotions also. This is one of the additional features of this. Its main task is to listen to the customers’ demands. Analyze what they are saying and provide the respective answer. 

These models are trained to do so, and after that with the help of natural language processing, they tackle all the further themselves. This is done by the power of artificial intelligence.

Digital IVR

The wait to get connected to a call is very frustrating. Mostly when you require the service as soon as possible. This can be overcome using the feature of Digital IVR. This will connect the customers, who are waiting to get connected to the call, to the respective agent. And, if the agent isn’t available then it will connect the call to trained bots.

This feature has also very beneficial. As it reduces the chances of heavy waiting.

AI Replaces Human Labour Force

With the advancement in technology and innovations, it is seen that AI-based solutions are frequently used and this reduces the need for human agents. This has lead to the foundation of the digital world but many people are losing their jobs.

This is one of the major concern nowadays. This can be overcome by making the youth capable of facing the challenges ahead. This requires technical skills along with the motive, and urge to develop high-quality things because the growth of technology is only due to humans. The need is to understand this concept.

This will lead us to success. Overall, the customer support and assistance provided by artificial intelligence has flipped the coin and brought high progress and advancement in our lives.

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4 Responses

  1. Raveeta Koul says:

    Nice and informative

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