With businesses losing $1.6trn annually due to poor customer service (according to Accenture research), it’s a pressing issue for many brands.
Can artificial intelligence militate against some of this loss? There are a number of different technologies in the market. Here’s an overview.
The next frontier for AI will be on the frontline of the brand communicating directly with the buyers rather than some back-office process. But to do so, it must be able to understand and communicate in the language of buyers and gauge deep insights about them.
Customer-service reps are getting real-time coaching from software that has learned to detect problems in a conversation.
The current reality of chatbots nicely counterbalances all the hype that AI is getting and offers guidance as to where development is needed. Here are the key learnings VentureBeat gleaned from deploying VCAs that autonomously answer questions and having attended major customer service automation and chatbot summits.
Will they replace sales representatives?
Recent studies show that even the most advanced uses of AI bots still struggle when faced with complex user queries, and experts argue that if rolled out too early, bots may frustrate users and create more problems than solutions.
Here’s why it’s too early for AI to take over the role of sales representative just yet.