CUSTOMER SERVICE
ILLUSTRATION PROVIDED BY ADOBE STOCK
REVOLUTIONIZING
THE SERVICE AND SUPPORT EXPERIENCE HOW AI IS MAKING A DIFFERENCE .
BY ANGEL VOSSOUGH , BETTERAI
The evolution of customer service has transitioned from traditional call centers to digital platforms . This shift in customer support is primarily driven by the integration of artificial intelligence ( AI ).
AI-powered customer service is changing the support experience , offering personalized , efficient , and scalable solutions that surpass conventional approaches .
AI has largely supplanted earlier rulesbased customer service methods due to its ability to provide more personalized , efficient , and scalable solutions . Traditional rules-based systems relied on predefined if-then logic , which could be rigid and struggle to handle the complexity of real-world customer inquiries .
In contrast , AI-powered customer service , through technologies that I will discuss later , can understand context , interpret intent , and generate human-like responses . This allows for more natural and adaptive interactions , tailored to the individual customer ' s needs .
THE JOURNEY OF AI FROM THEORETICAL CONCEPTS TO PRACTICAL APPLICATIONS IN CUSTOMER SERVICE ... HAS BEEN REMARKABLE .
That said , rules-based systems and other earlier technologies still have a role to play in customer service . They can be used in conjunction with AI to handle more straightforward , repetitive tasks , freeing up human agents to focus on more complex issues . Additionally , rulesbased systems can provide a foundation for AI models , helping to structure and organize the data used for training .
THE RISE OF AI IN CUSTOMER SERVICE AND SUPPORT
The journey of AI from theoretical concepts to practical applications in customer service , while working with older systems , has been remarkable . In recent years , the adoption of AI tools , such as chatbots and AI-driven analytics , has surged across the service sector .
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