{"id":10456,"date":"2024-05-29T14:38:21","date_gmt":"2024-05-29T14:38:21","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10456"},"modified":"2024-05-29T14:38:22","modified_gmt":"2024-05-29T14:38:22","slug":"industry-use-ai-improve-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/industry-use-ai-improve-customer-service\/","title":{"rendered":"Your Industry Is Using AI To Improve Customer Service \u2014 Are You?"},"content":{"rendered":"\n

Across all industries, AI in customer service improves how businesses interact with their customers. Let\u2019s have a look at some real-world examples, and the AI tools you need to adopt for your own organisation.<\/em><\/p>\n\n\n\n

We\u2019ve all been there with a simple issue that takes ages to resolve. Energy bills? Wi-Fi account? Lost parcel? You\u2019re talking to customer services, and it feels never-ending. You find yourself increasingly frustrated with how many times you\u2019ve repeated yourself. The third time you\u2019ve given your account details. The third time you\u2019ve explained the issue. The third time you\u2019ve questioned if there\u2019s a better way to do this.<\/p>\n\n\n\n

And the answer is, yes, there is. With AI. AI comes to the rescue, helping service agents understand your needs and resolve issues swiftly and quickly. Job done.<\/p>\n\n\n\n

Today, AI in customer service<\/a> is defining the future of customer experiences. Its use has grown exponentially in recent years. The number of service decision-makers using AI has increased by 88% since 2020<\/a>. Across all industries, AI provides the tools to improve customer experiences at every touchpoint. Interactions become personalised, useful, and effective. With \u200csupport from AI, your team works smarter, not harder.<\/p>\n\n\n\n

If you want to know the benefits of AI in customer service, how it\u2019s being used across different industries, and which tools are needed, read on. <\/p>\n\n\n\n

AI for better customer experience<\/h2>\n\n\n\n

Using digital tools for better customer experiences has come a long way. The early days of interactive voice response systems used pre-recorded audio prompts and keypress menus to let us interact with automated phone systems \u2026 and the results were hit and miss.<\/p>\n\n\n\n

Now, when it comes to customer expectations, they expect you to know who they are and what they want, on whichever channel they choose to contact you on. They don\u2019t want to repeat themselves. And they definitely don\u2019t want to wait. Our research found<\/a> that globally, 72% of consumers will remain loyal to companies that provide fast service and 65% to those who offer a personalised experience.<\/p>\n\n\n\n

But how do you move towards a personalised and fast customer experience? AI.<\/p>\n\n\n\n

AI can help give you a 360-customer view<\/a>. You can use it to track interactions across every touchpoint<\/a> and resolve incidents quickly, powering chatbots, advanced knowledge management software, and ticketing tools<\/a>. The result? You deliver personalised, effective support, building loyalty at every touchpoint.<\/p>\n\n\n\n

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Maximise Your Customer Experience with Service AI <\/h2>\n\t\t\t\t\t\t\t

Improve agent productivity and elevate customer experiences by integrating AI directly into the flow of work.\u00a0<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tDiscover More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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AI transforming customer service across industries<\/h2>\n\n\n\n

AI is working wonders across multiple industries. The examples below show use cases applied in different sectors, but in general, most of AI\u2019s advantages are industry-agnostic and can be applied to almost all businesses.<\/p>\n\n\n\n

Healthcare<\/h3>\n\n\n\n

When you get ill, you rely on your doctor to help you get better. As do thousands of other patients. The sheer volume of patients means processes can be slow and difficult to manage. But imagine if you could speed up diagnoses by comparing your symptoms with millions of others in a streamlined system. <\/p>\n\n\n\n

This is what AI does. By analysing vast amounts of healthcare data<\/a>, and spotting patterns and anomalies across thousands of cases, AI enables doctors to accelerate diagnosis. Case management systems and automated processes mean they can accelerate treatment and resolution, too.<\/p>\n\n\n\n

Finance<\/h3>\n\n\n\n

The financial industry<\/a> is fast-paced. Keeping ahead of market fluctuations and demand can be highly valuable, especially when managing customers\u2019 wealth. Using machine-learning algorithms, AI analyses patterns in market behaviour to enhance your forecasting accuracy, gain an edge over competitors, and get bigger returns for your clients.<\/p>\n\n\n\n

Retail and e-commerce<\/h3>\n\n\n\n

As a modern-day shopper, you might use multiple channels to buy a product. Whether you see an ad on TikTok or Instagram and buy it on the website or in-store, your journey switches between many touchpoints. And we expect this journey to be a seamless one. This is where AI helps.<\/p>\n\n\n\n

Retail and e-commerce<\/a> omnichannel routing systems ensure this is a seamless experience across all touchpoints (email, chat, phone, social media). Couple this with AI-powered service replies (chatbots, virtual assistants, 24\/7 support) and you maximise your use of AI in customer service to provide consistent and cohesive support, regardless of the platform chosen by the customer. You can automate routine tasks to provide instant responses to customer enquiries, which resolves issues quickly and ensures a consistently high quality of service.<\/p>\n\n\n\n

Manufacturing and logistics<\/h3>\n\n\n\n

The manufacturing and logistics industries<\/a> include the planning of vast amounts of data across many different channels. The work you carry out is often spread across locations and requires an immense amount of coordination. With AI, you can optimise route planning, inventory management, and demand prediction through realistic simulations and synthetic datasets \u2014 to adapt to fluctuating market conditions and your customers\u2019 needs more easily.<\/p>\n\n\n\n

Also, with AI-powered mobile workforce solutions<\/a>, you ensure your employees can access relevant information and tools while in the field, on the go. This not only improves responsiveness and agility but keeps your team safe \u2014 especially in scenarios and locations where quick resolutions are needed.<\/p>\n\n\n\n

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Increase Customer Satisfaction and Maximise Service Efficiency with Service Cloud<\/h2>\n\t\t\t\t\t\t\t

Transform how you deliver value across every customer touchpoint with trusted AI.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tLearn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Enhancing customer experience with AI-driven tools<\/h2>\n\n\n\n

With AI grounded in CRM data<\/a>, customer experiences are powered to new heights. Responses are enriched with dynamic, personalised information. So, what do you need to get started? The following are some of the primary AI tools that improve customer experience<\/a>.<\/p>\n\n\n\n

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  1. Service Replies:<\/strong> With AI-generated service replies<\/a>, you can automate responses to common enquiries, providing instant solutions without the need for manual intervention. This not only reduces agent handle time but also ensures consistency in replies. For example, Einstein Copilot<\/a> taps into the power of generative AI to deliver trusted responses grounded in your company\u2019s data.<\/li>\n\n\n\n
  2. Search for Knowledge:<\/strong> AI-powered search engines<\/a> make your information easy to find. And over time, they learn what industries, geographies, and other factors matter to each user, and personalise search results based on that information.<\/li>\n\n\n\n
  3. Chatbots:<\/strong> Modern chatbots are equipped with advanced natural language processing capabilities that enable them to engage in meaningful conversations with customers. Salesforce\u2019s Einstein Bots<\/a> use Natural Language Processing and Natural Language Understanding to decode customer questions, written colloquially, across multiple languages. By understanding this context, intent, and sentiment, they can provide tailored responses and fast resolution.<\/li>\n<\/ol>\n\n\n\n
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    Artificial Intelligence for Customer Service<\/h2>\n\t\t\t

    See how artificial intelligence is changing customer service, from chatbots to analytics.<\/p>\n\t\t\t\n\n

    Start Learning Now<\/a><\/div>\n\n\t\t<\/div>\n\t\t
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    AI for Customer Service<\/a> <\/p>\n\t\t\t

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    AI in customer service is enhancing the way businesses interact with customers across all industries. See how you could benefit from it.<\/p>\n","protected":false},"author":111,"featured_media":10457,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"af135ceaa73445d98e88003526b2fc54","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[75,83,86,238,251],"sf_content_type":[],"coauthors":[26],"class_list":["post-10456","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-customer-experience","sf_topic-service-cloud","sf_topic-customer-relationships","sf_topic-ai"],"yoast_head":"\nYour Industry Is Using AI To Improve Customer Service \u2014 Are You? - Salesforce<\/title>\n<meta name=\"description\" content=\"AI in customer service is enhancing the way businesses interact with customers across all industries. 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