Forrester: AI-Fueled Customer Service Delivers Real Results
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now.
AI today is still in its infancy; AI applications span discrete capabilities, all of which are rapidly evolving. Yet even at this early stage, AI is having measurable impact on customer service.
AI-Infused Pre-sales Customer Service Boosts Conversion And Revenue
Pre-sales customer service spans activities to support a customer before they make a purchase. Our data at Forrester shows that uncertainty inhibits purchase decisions — especially for online shoppers who buy products that they have never experienced in person.
Customer service organizations can intervene in the customer journey via an invitation to chat or co-browse at points of struggle or abandonment, like during checkout, or session inactivity. They also intervene opportunistically at points in the journey best suited for customers to accept a coupon, an offer, or additional advice. They accomplish this via analytics; intent models determine the best outcomes and machine learning refines them over time.
Read the entire article here, AI-Fueled Customer Service Delivers Real Results · Forrester
via the fine folks at Forrester Research.