• About
  • Subscribe
  • Contact
Wednesday, May 7, 2025
    Login
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
No Result
View All Result
Home Management Leadership Operations

3 ways AI benefits customer service operations

FutureCIO Editors by FutureCIO Editors
January 25, 2022
Photo by Yan Krukau from Pexels: https://www.pexels.com/photo/happy-call-center-agents-looking-at-camera-8867482/

Photo by Yan Krukau from Pexels: https://www.pexels.com/photo/happy-call-center-agents-looking-at-camera-8867482/

Insights, user experience and process improvement are three ways artificial intelligence (AI) can benefit customer service organizations.

Gartner suggests service and support leaders understand these three benefits in order to thoroughly develop and track the right metrics for evaluating their solutions’ effectiveness and prove business cases for further investment.

Emily Potosky

“Customer service and support leaders are optimistic about the value AI can provide and plan to substantially increase their adoption of AI capabilities over the next two years,” said Emily Potosky, senior research principal in the Gartner Customer Service & Support practice.

She cautioned that as service leaders explore the solutions available, they encounter conflicting messages in the marketplace about the benefits AI provides and which solutions to invest in.

Recommended areas for AI Solutions

Obtaining insights – While many service leaders jump to the cost savings potential of AI, one of AI’s key benefits is its ability to obtain insights and predictions. Insight generation allows organizations to move beyond cutting costs to generating value.

Organizations can use these insights to guide agent and application decisions, ensuring customers receive the best service experience possible. Three examples of how AI is used to obtain insights in customer service are personalization, customer lifetime value and AI-based customer routing.

Ensuring optimal user experiences – Another key benefit of AI is in how it creates optimal customer and agent experiences. AI can help guide agents’ decisions while serving customers or while performing administrative tasks, making it easier for them to perform their core job duties.

Simultaneously, AI can make it easier for customers to resolve issues on their own, providing a better customer experience. Two examples of how AI is deployed to ensure optimal user experiences are chatbots, also known as conversational assistants, and language sentiment analysis.

Process improvement – A third key benefit of AI is in the automation and augmentation of physical and software business processes. While this usage is one of the most pursued AI benefits, leaders often overfocus on the automation and removal of tasks, overlooking the benefits that augmenting existing tasks can have on service operations.

Automation and augmentation can reduce costs and improve efficiency and growth potential by freeing up resources to pursue more value-added tasks. Four examples of using AI to improve customer service processes are intelligent document processing, workforce management, post-call wrap-up, and task and process workflow automation via robotic process automation and process mining.

Bern Elliot

“Customer service and support leaders seeking to use AI to improve digital and self-service customer service should ensure they have sufficient, accurate and relevant data to support customer service insights and predictions use cases,” said Bern Elliot, distinguished vice president analyst at Gartner. “Successfully deployed AI requires high-quality data.”

Related:  PodChats for FutureCIO: Evolving corporate learning for the hybrid workforce
Tags: chatbotscustomer lifetime valuecustomer service and supportGartnerpersonalizationprocess miningRPA
FutureCIO Editors

FutureCIO Editors

Strategic Insights for Chief Information Officers

FutureCIO is about enabling the CIO, his team, the leadership and the enterprise through shared expertise, know-how and experience - through a community of shared interests and goals. It is also about discovering unknown best practices that will help realize new business models.

Quick Links

  • Videos
  • Resources
  • Subscribe
  • Contact

Cxociety Media Brands

  • FutureIoT
  • FutureCFO
  • FutureCIO

Categories

  • Privacy Policy
  • Terms of Use
  • Cookie Policy

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Login to your account below

or

Not a member yet? Register here

Forgotten Password?

Fill the forms bellow to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
Login

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Subscribe