I've been writing about AI for over a year, and I can say that watching it evolve has been fascinating. From its adoption across industries, its ethical implications, or even funny instances of its misuse, I can only imagine what will become of it in customer service.
But then it dawned on me that I could do more than just guess or interview service pros on their opinion of the tool — I could go straight to the source for insight.
In this article, I‘m asking AI to see if it could predict how it will change the customer service industry. To validate its potential impact, I interviewed actual service professionals to see just how valid its response is. Let’s begin.
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Asking AI How It Will Change Customer Service
Firstly, to prevent myself from experiencing any Terminator-esque outcomes post- AI singularity, I want to give a ChatGPT bot a proper (and friendly) introduction to today's objective.
Alright, so out the gate, it‘s already letting me know that it’s not feeding me information out of its own subconscious. I find that reassuring, oddly enough. Let's rephrase that.
Alright, now I can work with that. Let's put it to the test.
While it may not be the most natural conversation, the AI numbered its predi-“estimations” in an easily digestible manner, with some rather broad topics. Let's break down why it chose these 5 topics, and find some data to back up the claims.
How will AI change customer service?
Prediction 1: AI will drive personalization to new heights.
AI algorithms have demonstrated a remarkable ability to analyze vast customer data and deliver personalized experiences at scale. Our AI estimates that it will become even more adept at understanding customer preferences and tailoring interactions to suit individual needs in the coming years.
To support this prediction, a recent study by Accenture found that 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.
With AI-powered tools, businesses can leverage customer data to offer hyper-personalized experiences, increasing customer loyalty and higher conversion rates.
Prediction 2: AI will enhance customer engagement across channels.
As customers increasingly interact with businesses through multiple channels, maintaining a cohesive and seamless experience is growing in importance.
AI technologies, such as sentiment analysis, are well-suited to unify these interactions and ensure a consistent customer experience across channels. These technologies will most likely continue to evolve, providing an even more effective flow across channels.
By leveraging AI to understand customer intent and sentiment, businesses can deliver more personalized and contextually relevant interactions, leading to deeper customer relationships.
Prediction 3: AI will empower human representatives, not replace them.
One common concern surrounding the rise of AI in customer service is the fear of human representatives being replaced by automated systems. However, our research suggests a more nuanced view: AI is poised to augment, rather than replace, human representatives.
A study by Gartner predicts that by 2030, 40% of customer service engagements will be handled by AI. However, this does not mean a diminished role for human representatives.
Instead, AI will assist human agents by automating repetitive tasks, providing real-time insights, and facilitating more meaningful customer interactions. This symbiotic relationship between AI and humans will elevate the quality of customer service and enable representatives to focus on more complex and high-value tasks.
Prediction 4: AI will refine automation.
Building off of the previous prediction, the technology can help its users automate work in many different ways.
In fact, 2024 HubSpot research shows that 24% of professionals feel that tools, like AI, help customer service agents respond to tickets, and would help their business the most.
The State of Artificial Intelligence in 2024
New research into how marketers are using AI and key insights into the future of marketing.
- Marketing AI Tools
- Practical Tips
- Trends and Statistics
- And More!
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All fields are required.
AI can automate repetitive tasks such as ticket routing, data entry, and scheduling, allowing human agents to focus on more complex customer requests and empathy-driven interactions for higher customer satisfaction rates in the future .
Prediction 5: AI will improve upon voice recognition.
The prediction that voice recognition software becoming more important isn't coming out of nowhere. AI-powered voice recognition technology enables customers to interact with businesses through voice commands, enhancing convenience and accessibility.
According to Fortune Business Insights, the speech and voice recognition market size was valued at USD 10.42 billion in 2022 and is projected to grow from USD 12.62 billion in 2023 to USD 59.62 billion by 2030.
Why might voice recognition software be on the rise so fast? Web conference applications skyrocketed in 2020 and continue to grow, calling for more need for language processing technologies for recording and sharing transcriptions that businesses need for tracking, and accessibility, whether it be for those with hearing disabilities, or language transcription.
Do Human Representatives Agree with AI's Predictions?
We spoke with experienced, customer service pros from HubSpot to gather their perspectives on AI's impact on customer service in their roles, and where they see it going.
Kahla Pruett, a Senior Customer Support Specialist of 2 years, shared, “These predictions are pretty spot on. AI has been a game-changer for us. It helps me to prioritize and route customer inquiries more quickly, allowing me to focus on resolving complex issues and building customer relationships.
We have deeper insights into customer behavior and preferences with AI. This, in turn, has enabled me to provide more personalized recommendations and solutions, ultimately leading to higher, more satisfied customer interactions.”
Josefina Ondo-Baca, another 2nd-year Senior Customer Support Specialist, says, “I have noticed that AI tools do a great job at analyzing human sentiment, which leads to better understanding of customer’s needs and complaints.
I've found AI tools to enrich my work because it provides me with insights and strategies I might not have thought of before. It definitely drives me to be more creative in my approach to solving problems and communicating solutions." Ondo-Baca stated.
The consensus among them was that AI has indeed revolutionized customer interactions, enabling them to work more efficiently and effectively, and they both seem confident that it will continue to benefit them in more ways than one.
So, was the AI prediction right?
I'd say it gave a pretty agreeable estimate as to the future of customer service. AI is expected to improve the efficiency, effectiveness, and personalization of customer service, leading to better customer satisfaction and loyalty. And by the looks of it, real-life service professionals can agree.
By embracing AI technologies and empowering their human representatives, businesses can stay ahead of the curve and meet the ever-evolving demands of modern customers. As AI continues to evolve and expand its capabilities, the possibilities for enhancing customer service are endless, promising a future where customer interactions are not just efficient — but genuinely delightful.
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