How AI COULD MAKE Customer Service BETTER

Humanity has come quite a distance in teaching technology how exactly to appear more human. Now, technology is teaching itself.

With the rise of the artificial neural network, which mirrors the interconnected nodes of the mind, artificial intelligence is preparing to graduate to a fresh level.

Artificial neural networks (ANN) are programmed to be cognizant of patterns. ANN can read human speech and synthesize the usage of specific words to recognize subtle meanings in human communication. The implications are particularly impressive once processing speed is considered.

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The (as yet) uniquely human capability to understand the complexities of language, multiplied by the speed of computational efficiency, results in an exceedingly effective response program.

I understand, I know: Your brain is blown; (yes, AI is now able to write puns like this). But, on a practical note, did you know AI may also improve customer support?

"Whenever we give our machine-learning algorithm usage of historical customer support data, it begins to recognize patterns and learn in a human-like way," Mikhail Naumov explained. He’s co-founder and president of DigitalGenius (a frontrunner in the AI and customer support industry), and we were talking about the continuing future of AI. "What’s created by this technique," Naumov said, "can be an AI model that’s trained on a company’s specific customer-service data-set.

"This intelligence generates automated-response suggestions to customer queries and provides human customer-service professionals somebody to help handle an evergrowing level of requests."

The implications for the client service industry are profound. Data could be fed to a machine-learning program, which creates the neural network, or the "intelligence" behind AI. That intelligence helps humans to raised understand customers and look after their needs with greater speed and precision.

Experts agree that intelligence-backed digital assistants represent the change that’s required for the customer-service sector. As Dan Miller, the founder of Opus Research, commented in Medium: "The continuing future of personalized customer experience is inevitably linked with ‘Intelligent assistance.’"

Communication is probably the top factors in quality customer support, an undeniable fact reflected by this SurveyMonkey study. Companies want to benefit from software that will provide them with a platform to handle the needs of their clients better. This is also true now that customer support has migrated to texting, where mass communications may become bottlenecked. Support agents cannot process the workload.

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But, alternately, rather than a small number of people working to react to an entire clientele, there are AI programs that may filter communications and suggest appropriate responses, reducing the time it requires for those agents to handle inquiries.

All this is magnified by the actual fact these systems are continuously improving, learning instantly from collected data. Just like the ideal employee, due to deep learning algorithms, they just keep improving at their job. AI will be nowhere without ANN.

"The deep learning methodology allows companies to unlock value from their historical customer support data," Naumov explained. "By scouring through mountains of historical data and watching how human customer-service representatives taken care of immediately a large number of different queries, deep learning can create the intelligence essential for the AI to be useful.

"In customer support," Naumov continued, "which means it could detect sentiment, urgency, kind of request, information regarding the case etc. Additionally, it may recommend answers to agents, saving them precious time. [These things] help companies scale their contact center while giving an answer to a growing level of requests."

Current customer-service departments are bogged down by requests that bring about one hour or longer queue times for customers. According to Alexandre Lebrun of Facebook’s artificial intelligence division, quoted by Business Insider , "The better we get [at artificial intelligence], the less time you may spend talking to customer support. It’s an increase for companies, but it is also an increase for personal life."

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Many customer support requests are repetitive and easily could possibly be handled by an AI-based response system. Indeed, data and the neural network can make AI the very best coworker the support desk has seen yet.

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