AI in customer service - for greater efficiency and customer satisfaction
What are the advantages and areas of application of generative AI in customer service?
In order to take advantage of the efficiency and productivity benefits of AI in customer service, it is important to consider the potential areas of application.
What advantages does generative AI offer in customer service?
Höhere Effizienz der Prozesse in der Service-Erbringung
Generative KI steigert die Effizienz im Kundenservice, indem sie z. B. Anfragen automatisiert und personalisiert bearbeitet. Dadurch kann sich das Serviceteam auf komplexere Aufgaben fokussieren.
Höhere Produktivität des Service-Teams und im Support
Mit Hilfe von KI-Anwendungen werden Mitarbeiter:innen von Routineaufgaben entlastet. Die frei werdenden Ressourcen können dann für komplexere Kundenanfragen oder Aufgaben eingesetzt werden.
Höhere Servicequalität als Wettbewerbsvorteil
Der Einsatz von KI im Support bietet die Möglichkeit Reaktionszeiten zu reduzieren und die Service-Verfügbarkeit bei Bedarf felxibel anzupassen. Dies erhöht die Kunden-zufriedenheit, und bietet ein wichtigen Hebel zur Differenzierung.
What are the classic challenges in customer service and support?
High volume of customer inquiries
A large number of requests must be processed quickly and efficiently without compromising the quality (e.g. response times) of the support.
Time-limited availability of support
Customers expect a reliable service around the clock, which requires a considerable amount of resources. 24/7 support must therefore be designed to be cost-efficient.
Fluctuating volume of inquiries
In the event of a sudden increase in customer inquiries (e.g. during sales campaigns or technical problems), it is important to scale up quickly without reducing service quality or overloading employees.
Personalization and data protection
Customer expectations for a personal and individual service often clash with concerns about data protection. Here it is important to find an approach without jeopardizing the privacy of customers.
High volume of customer inquiries
A large number of requests must be processed quickly and efficiently without compromising the quality (e.g. response times) of the support.
Time-limited availability of support
Customers expect a reliable service around the clock, which requires a considerable amount of resources. 24/7 support must therefore be designed to be cost-efficient.
Fluctuating volume of inquiries
In the event of a sudden increase in customer inquiries (e.g. during sales campaigns or technical problems), it is important to scale up quickly without reducing service quality or overloading employees.
Personalization and data protection
Customer expectations for a personal and individual service often clash with concerns about data protection. Here it is important to find an approach without jeopardizing the privacy of customers.
Was sind mögliche KI-Anwendungen im Kundenservice?
Automated customer support
The automation of processes with generative AI enables the efficient use and expansion of resources. One example is the use of a chatbot that answers inquiries with 24/7 availability. This reduces the workload for employees and the availability of support can be increased.
Classification and forwarding of service tickets
Generative AI enables the automatic analysis and distribution of incoming service tickets to employees. This optimizes workflows, shortens processing times and solves problems faster. Team efficiency is also increased and customers benefit from shorter response times.
Interactive FAQs and knowledge databases
Frequently asked questions can be answered with the help of automated chatbots. This has a positive effect on resource utilization and customers receive faster and more precise answers. In addition, the quality of the information can be continuously optimized.
Optimized complaint management processes
With generative AI, incoming complaints can be automatically recorded and categorized, enabling them to be processed quickly. Urgent concerns are quickly identified and given high priority. This shortens response times and improves the perceived customer experience.
Multilingual customer support
Automatic translation systems simplify the processing of international customer inquiries and improve global accessibility. Generative AI ensures consistent and high-quality translations that minimize misunderstandings and thus significantly reduce processing times.
Carrying out feedback analyses
The use of AI in customer service enables feedback to be recorded and structured quickly (e.g. transcription of conversations). Patterns and trends are automatically recognized and converted into valuable knowledge. This provides important insights to improve customer support.
Our secure AI platform for everyday work in customer service?
We help you to effectively utilize the advantages of generative AI for your customer service and support and to increase the productivity of your team. We not only offer you a secure and customizable AI platform. We are also happy to assist you with the introduction and rollout.
Marc Weßling
Start-up Coordinator Westfalen AG
Would you like to use AI in customer service and support?
Let's start together and make meters!
