Practical Application of Artificial Intelligence in Customer Service

Discussion Table
10/1/19, 11:00 AM - 12:00 PM (CEST)
Discussion Table 4

Today, customer service is unscalable, unautomated and costly for companies. Support agents have to answer the same questions and processes every day. This is not only bad for companies but also bad for their clients since they often have to wait minutes or even hours in a hotline or have to wait days for an email reply. For this reason, Customer Service is one of the first departments to be outsourced. This presents a missed opportunity as it is a direct link to the customers and their concerns. Today, practical applications of Deep Learning, AI and NLP algorithms help companies achieve greater customer service efficiency. In total, the average handling time can be reduced up to 80%. Chatbots enable customer service around the clock, 365 days a year without waiting times and thus also generate strategic advantages over competitors. In addition, chatbots can provide information about products and services, generating more sales, leads and revenue growth. In Insurance for example, advanced Chatbot solutions can automate complex processes such as claims, driver circle and complaints management.