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Customer Service Employees, Artificial Intelligence Is Your Friend

Customer Service Employees, Artificial Intelligence Is Your Friend
From Recruiter - August 26, 2016

Star Wars is probably the highest-profile advertisement for the helpfulness of artificial intelligence ever created. Weve seen those droids carry out a myriad of functions during the last seven movies/39 years, but whats most interesting is how the droids did their best workwhen they collaboratedwith humans.

Though we maynot yetable to build droids as smart as those from a galaxy far, far away, there are still ways that modern AIs can help usespecially when it comes to improving customer service.

Customer service is a complicated job, and the machines are here to help, not to replace. Customer service reps everywhere are called upon to interact with a diverse array of customers with good cheer, poise, and patience. In addition to these high standards, they are required to keep their cool even when they are sick, drained after a long day, or exhausted after a particularly difficult customer service experience.

Fortunately, nowadays, more consumers prefertext-based conversations with customer service reps. This creates an opportunity to introduce AI into a medium where it can thrive by interacting with customers via text messages and chat functions. This would help free customer service representatives from routine work and assist them in creating value.

In order for an AI to be a useful partner, it needs solid data sets to learn from and a human to guide it on the right pathat least initially. Currently, the best place to acquire customer service data is from historical logs of recorded customer service conversations. When a deep learning algorithm is fed all of those historical logs and then assigned to assist a human customer service agent, that agent becomes remarkably more efficient.

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