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How Artificial Intelligence Is Used In Customer Service? Useful Insights For Students Pursuing Bsc Artificial Intelligence

September 28, 2022

Artificial intelligence (AI) has revolutionised customer service. Businesses are using AI to offer customers more improved and personalised customer experience. If you are planning to pursue BSc artificial intelligence, it is important that you know how companies are using AI to automate manual tasks and take better care of their customers. Here are some useful insights on how AI is used in customer service:

  1. Chatbots:

One of the most common uses of AI in customer service is chatbots.  Chatbots are computer programmes that simulate human conversation and they can be used to handle routine questions from customers. By directing commonly asked questions to chatbots, businesses free up their customer service team to help more people and create a better experience overall. In addition, chatbots can help businesses to cut operational costs by automating tasks that would otherwise be performed by human employees.

  1. AI customer self-service:

Customer self-service refers to customers being able to find help without relying on a customer service agent. Common examples of AI customer self-service are the self-checkout carts or machines. These AI systems enable  customers to take goods in retail stores and walk out the door without having to scan products or queue to pay. The AI systems scan the products and payment is made automatically as payment information is already saved. This not only saves customers time but also helps businesses reduce employee overhead costs.

  1. Robotic process automation:

Robotic process automation (RPA) robots mimic human actions. They are widely used for customer order processing. For instance, many  e-commerce websites use  RPA solutions to manage customer order processing in order to reduce human errors and improve customer satisfaction.

  1. IVR automation:

For many years, interactive voice response (IVR) systems have been used to automate simple routines and transactions. However, the latest generation of IVR systems makes use of AI to handle more complex tasks. Using AI, IVR systems can now verify users with voice biometrics, understand natural language and provide a more streamlined customer experience. Some companies have even developed visual IVR systems that can be accessed via mobile applications. By blending different types of AI technology, it is possible to create an IVR system that is both highly effective and user-friendly.

  1. Smart speakers:

Alexa, Google Assistant and Siri are all examples of smart speakers that have AI-backed voice recognition features that follow commands. These devices help customers to use their voices to do tasks such as order take-out, track a package, and get updates on news and weather – all hands-free

Looking for BSc artificial intelligence and machine learning?

At, Unitedworld School of Computational Intelligence (USCI), Karnavati University, we offer B.Sc. Computer Science with specialisation in Artificial Intelligence and Machine Learning programme. The course is designed to help you become job-ready. The curriculum of our course is industry-aligned. To know more about our BSc artificial intelligence course and admissions, call us at +91 7574811135 / +91 7227026112.

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