How AI is changing the way we communicate

AI tools offer the potential for businesses of all sizes to transform their day-to-day business processes and how they communicate with customers.

Artificial intelligence (AI) is one of the most talked-about technologies in the world today. It promises to transform a huge range of processes and create new applications that can cover everything from smarter predictive analytics to autonomous cars.

But AI isn’t just for large firms, and its use cases aren’t limited to these new and transformative applications. In fact, most AI services are being used to streamline and automate everyday business processes. Whether it’s to improve accuracy, take tedious manual processes out of the hands of employees, or deliver a better customer experience, AI tools are available to make life easier.

It’s no wonder, therefore, that investment in these solutions is on the rise. According to Gartner, almost four out of ten firms had adopted AI by 2019 – a 270 per cent increase over the last four years. As this is only set to keep growing, it’s vital for every firm to investigate what it can do for them.

Automating your customer service

One of the most popular applications for AI solutions right now is streamlining and automating firms’ customer service operations. IDC, for example, noted that automated customer service agents such as chatbots are the biggest single use case for AI, accounting for 12.5 per cent of all applications, and over $4.5 billion of investment worldwide.

There are a number of ways AI helps with this. For instance, machine learning and natural language processing capabilities allow AI chatbots to better interpret customer queries, allowing them to handle much more of the load than in previous generations.

This is great for both you and your customers. It means your agents aren’t having their time taken up dealing with relatively straightforward issues, while consumers can get resolutions much quicker, without having to wait for an agent to become available.

Streamlining your communications with AI

Other great AI tools that can be used to improve the way you communicate with customers include text to speech and speech to text capabilities, as part of advanced interactive voice response (IVR) systems. This can prove vital for your contact centre as it can allow callers to explain what they need in natural language, and the AI tools will be able to understand this and route the call to the most appropriate person to help them.

These can be used for much more than call routing. They can, for instance, direct customers to self-help services, convert voicemails into text emails that can be read anywhere, and provide detailed analytical insight that can be used to improve your performance.

The tip of the AI iceberg

However, the applications of AI for streamlining day-to-day processes and communications do not stop there, and we’re just beginning to scratch the surface of what’s possible with this technology.

Firms may start with relatively simple services, such as more advanced email filtering tools to weed out spam, before moving on to more comprehensive solutions that can complete customer interactions without any direct input – thereby freeing up your frontline employees to focus their attention where the human touch is still required. The possibilities are endless.

Do you need a bespoke AI Communications consultancy? Contact Arrow Now.

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