How AI is Changing the facial skin of CUSTOMER SUPPORT

In a report by Forrester, messaging was found to be the No.1 customer support channel preferred by consumers in South Korea, Singapore, India and the united states

Having an excellent customer service process can be an integral element to the success of any business. Just how this technique looks, however, is dramatically changing.

Let’s explore the rise of artificial intelligence (AI), chatbots and messaging for customer support.

The Rise of Chatbots

A chatbot can be an artificial intelligence or a computer program that interacts with a user through text or audio. It’s hard to assume a global without chatbots because it is becoming part of ordinary transactions today. However, they weren’t always around to aid customers.

Chatbots was initially contemplated by Alan Turing, an English computer scientist who authored the paper, “Computer Machinery and Intelligence”, in 1950. In his article, Turing outlined the Turing artificial intelligence test and challenged his students and colleagues by asking whether machines can think.

The Turing test inspired many computer scientists. Included in this was Joseph Weizenbaum, who created ELIZA in 1966. ELIZA lay out the building blocks for the structure of chatbots used today such as for example pre-programmed responses, keywords, and specific phrases.

Other bots followed thereafter. In 1995, A.L.I.C.E, a language-processing bot, gained popularity. In 2001, Smarterchild, which is recognized as a precursor of Siri and S Voice, was distributed across SMS networks.

The last decade saw bots as a fundamental element of tech companies. For instance, IBM has Watson, Apple has Siri, Google has Google Now, Samsung has S Voice, Amazon has Alexa, Microsoft has Cortana and Facebook has Portal (backed by Alexa).

In 2016, Facebook further facilitated the development of AI-enabled customer support when it launched a messaging platform that enabled business developers to create bots that speak to their followers. Businesses also have integrated chatbots on the websites.


In research conducted by Forrester, messaging itself ranked as the No.1 customer support channel preferred by consumers in South Korea, Singapore, India and the united states, and among the most notable three preferred channels around the world.

Small wonder then, a big proportion of businesses (both big and small) and incorporating some type of messaging functionality to their CRM.

Listed below are the most notable cited benefits which come from AI customer support:

Round-the-clock Service

Chatbots could be operational 365 days a year and 24 hours per day, permitting them to serve your customers whilst you’re sleeping or doing other tasks.

Instantaneous Response

Contemporary consumers desire instant results and lean on businesses that deliver on promptness. One study on chatbot user experience discovered that 40 % of consumers don’t care whether a human or a chatbot responds with their questions given that they get quick help.


Chatbots could be easily accessed by users who are increasingly leaving traditional phone inquiries and want everything accessible from their cellular phone.

Individuals are not the only ones who reap the benefits of chatbots. According to Chatbots Magazine , the incorporation of AI-enabled customer care by businesses has saved up to 30% in expense since it allows prompt resolution of basic customer queries. Juniper Research relayed that chatbots were in charge of a $20 million business savings in 2017. Furthermore, research by PWC showed 34 % of business executives express that utilizing chatbots reduced their workload and allowed them to spotlight creating home based business ideas, that have been previously allocated to resolving clients’ concerns.

Apart from the benefits mentioned, using chatbots may also greatly increase your sales.

In a recently available experiment conducted by HubSpot using Facebook Messenger to operate a vehicle and follow-up leads to a meeting, they saw an unbelievable 477 per cent decrease in lead cost, and 242 % increase in opens, accompanied by a 619 % increase to their click on through rate. Pretty good for a free of charge bot integration.

Similarly, in 2017 a bot created by the organizers of the Australian Open directly outperformed Ticketek in selling tickets for the favorite tennis tournament. The bot drove 170 % more conversions compared to the Ticketek for a 25x profits on return.

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