In today’s tech world, AI is transforming every part of our lives, including how B2C( Business-to-Customer) and B2B (Business-to-Business) work. Artificial intelligence is changing how businesses use tech to gain a competitive advantage over other industry players. According to the AI customer experience statistics of 2023, over 96% of CEOs consider generative AI to be an accelerator instead of a disruptor.
The fusion of customer support and AI is changing how firms interact with their clients. Currently, over 50% of American retailers use generative AI to enhance customer experience. And it has worked great for most of them, which shows that it’s more of an accelerator than a disruptor. Here are the top AI trends that are reshaping customer support.
AI-Enhanced Voice Assistance
Voice AI is playing a key role in B2C and B2B support. The future of voice AI virtual assistance will be driven by personalized prediction, where they can predict problems before the customers experience them. With much advancement in natural language processing, the voice AI for retail and shopping will understand technical jargon and offer real-life solutions in the B2C and B2B world. A good example is the AI known as “Connie” who serves as a concierge at Hilton Hotels. Connie learns from every interaction and offers guests instant answers and personalized recommendations.
Voice AI tech is still evolving, with OpenAI making strides in this sector thanks to its voice interface for ChatGPT. This can engage with clients in over 40 languages and promises to revolutionize customer support in the retail sector. This tech can understand and accurately respond to your questions by leveraging natural language processing and speech recognition. Contextual understanding lets this tech comprehend the tone of various spoken languages, resulting in more relevant and accurate answers.
Real-Time Emotional Analysis
On top of recognizing words, artificial intelligence will even interpret the emotion behind a client’s text or voice. By analyzing the choice of word and tone, this tech will gauge your satisfaction or frustration level. This will help it change its approach to your queries in real time. Real-time emotional analysis will guarantee that the interactions between the it and your clients are emotional and not just transactional.
Supportbench is leading in the creation of emotional scoring and AI-driven sentiments. This tech is still developing and has a huge potential to become a game-changer by providing empathetic support while understanding client sentiments.
AI-Powered Self-Service Portal
Thanks to it, the client support portal will be more interactive, making it easier for clients to solve most of their problems independently. By integrating Artificial Intelligence into these portals, clients receive real-time step-by-step guidance. This will reduce the need for agent intervention while reducing ticket volume and promoting customer independence.
AI Tutors for Training Customer Support Teams
AI will do more than serve clients directly; it will play a pivotal role in training a company’s support agents. With the many problem-solving scenarios, this tech can simulate client interactions and train your team to handle various skills. The AI will create various training simulations to help your team hone their skills while promoting client interactions.
Endnote
Other than changing how businesses interact with clients directly, AI can consolidate various support channels to create a unique system. This will guarantee consistent support irrespective of whether your client reaches out via voice, email or chat. By moving into a unified platform, you’ll ensure streamlined and consistent interaction across different channels.
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