Marketing Artificial Intelligence by Paul Roetzer

Author:Paul Roetzer
Language: eng
Format: epub
ISBN: 9781637740804
Publisher: BenBella Books
Published: 2022-03-24T00:00:00+00:00

Use Cases for AI in Customer Service and Experience

AI is being used today in a number of customer service and customer experience use cases across both customer-facing and internal functions. And, thanks to these use cases, brands are delivering more personalized digital experiences across more channels than ever.

Handle Customer Conversations

AI-powered chatbots and virtual agents are being rapidly deployed to handle customer service inquiries and user questions at scale across both text and voice platforms. Conversational AI uses NLP and NLG to understand human language and automatically create humanlike responses. When the time is right, conversational AI tools hand off customers or prospects to human agents, augmenting typical customer service and experience processes.

These tools are usually pretrained by vendors or trained on a brand’s own customers and messaging data. The most sophisticated conversational agents can detect sentiment in customer messages and take actions based on customer mood, tone, and needs. Some can even recommend actions to human reps and coach them on responses if customers appear to be in heightened emotional states.

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