How Artificial Intelligence Will Save Customer Service

So much of our world has moved online and, generally speaking, people’s first instinct when questioning something is to turn to Google. That being said, although much of business and reality has moved online, there are times when customers will still need to reach your company on the phone. This, of course, raises a whole new set of issues for startups: Who do we hire to answer the phone? How much is that going to cost? Is it worth the effort?

Call centers have one of the highest turnover rates, and this reality (and the cost that comes with it) is something startups really need to take into consideration. Will the added costs of your phone system sink the company?

Enter technology to save the day. Thanks to Artificial Intelligence (AI), the entire system can be automatized in a way that won’t turn off (potential) customers.

Yes, early stages of the technology were grating. (You likely remember the irritation of fighting with a bot who is repeatedly saying, “I’m sorry, I didn’t understand what you said. Please try again.”) But these new systems are working with far superior software and the result is a much more convincing and pleasant telephone experience.

Look at DeepPixel: This company has perfected the technology and is now ready to offer companies AI service that will take away the pain of managing the customer service angle. Thanks to their Deep Machine Learning Engine, startups and companies can create their own custom AI bot system that will interact with potential clients if and when they contact the company—and these responses will be informative and personable. Not only that, but the system itself is constantly learning and will improve its responses through reinforcement learning.

Leaving a (potential) customer on hold for an extended period of time to speak to a live agent or as an agent seeks an answer to a question or problem is a great way to ensure that you will not have a happy client base. Most people hate dealing with customer service and would much prefer a quicker automated option. In fact, 78% of consumers have stepped away from a potential purchase because of a negative customer service experience. And if said customer has a negative experience, you are very likely losing their business and risk having them spread the news of their negative experience. On a similar note, the HR/employee relationship can be vastly improved through the introduction of an AI response system, leading to a happier workforce and increased productivity. All modern companies should look at the benefits of AI bots as these bots can help companies reduce their costs and improve the customer service experience.

So the next time you call customer service and find your question quickly answered by an AI bot, thank FinTech.