There are frequently asked questions (FAQs) about how to improve customer services? How is that the customers need not wait in the long waiting queues for their questions to be answered? How can customers get their services 24/7? Well, the answer to these questions is Machine Learning. But how? Let's find out what is Machine Learning, it’s increasing role in Customer Service and the importance of Machine Learning in customer service.
Let’s first understand what is Machine Learning?
Well to define Machine Learning technically, it is the evaluation of the computer algorithms to find patterns from the huge data and anticipate the upcoming events. It is the subunit of Artificial Intelligence (AI). For instance, in the customer service industry Machine Learning can be used to assess the risks and customer’s behaviour by going through similar patterns and thereafter giving the response to the customers.
Let’s think of the simplest of the examples where Machine Learning is used, right from gaming industry or the sports activities such as a ludo game where you play with the computer to security and surveillance to automated vehicles introduced by Tesla, Nissan, Google and many other companies. Undoubtedly, the most popular, Netflix, that has used ML algorithms to self save your preferences of the videos with alike content. So, what if such assistance is given to your customers? Let’s discover the role of Machine Learning in customer experience.
Machine Learning and Customer Relationship Management (CRM):
We are informed that CRM is used by the firms to supervise and analyze their interactions with their customers. Beyond doubt, it helps maintain customers and solve their queries using the data analysis therefore establishing a good relationship with the customers.
But are we content?
Shouldn’t we accelerate the whole experience of customer service?
Shouldn’t the customers' queries be handled with the speed of light?
We obviously would say a yes.
So, here comes the power of Machine Learning in Customer Service with the CRM. Here is how Machine Learning is transforming customer support by advancing the CRM. Machine Learning automates CRM with its AI methods such as Natural Language Processing (NLP) for communicating with humans in their natural language. Consequently, it enhances customer retention and customer acquisition.
There are a number of ways to intensify your customer service using Machine Learning and some of them have been listed below. Let us know these technologies to help you handle your customers successfully.
Technologies used via Machine Learning:
Chatbot
There are times when you are out of hours even after wanting to integrate with your customers you are not able to, hence, you lose the chance to trade your products/services. So what could be the possible solution? Well, a chatbot is a quick fix.
What is a chatbot?
It is a software application made with the help applications of Machine Learning to make a conversation in the natural language via text or text-to-speech between the humans and the machines to give programmed answers. It is an omnipresent channel that means you can converse with your customers through various channels such as Whatsapp, Facebook, Telegram, Instagram and many more,
The Functioning of the Chatbot:
A chat interface is used to translate the inputs given by the customers into its programmed language and in turn, it gives the automatic answers.
In a simple language, Natural Language Processing (NLP) deals with recognizing and converting the human language into computer language.
To know how Artificial Intelligence changed customer service via chatbots like Alexa, Siri and Kapture CRM visit http://www.kapturecrm.com/v1/.
Customer Service with and without ChatBots:
Artificial Intelligence Ticketing:
AI ticketing is evolving in the Customer Service Industry. Using Machine Learning automatic tickets (Customer’s queries, complaints etc.) are generated from various channels such as social media platforms or apps where the AI ticketing is integrated.
After receiving these tickets from these platforms the tickets are assigned to the support providing departments. Thus, the tickets reaching out to the assigned departments saves a lot of time and helps the customers effectively.
For instance, if there is a query about the status of the product/services to be received then this query will be automated to the query department, as a result, that department will work on that particular query and answer the customer immediately.
Benefits of Machine Learning in Customer Service:
Here is how Machine Learning has changed customer service.
24/7 Customer Support:
Have you thought about what happens when you are not in the office and you might be getting queries from the customers? Your situation is such that you will be able to reply to customers only when you go back to the office the next day. Well, with Machine Learning in place this will not be the concern.
The chatbots, virtual assistance and automatic emails will be employed in your place and win over customers by replying in time.
Foster Team Efficiency:
When most of your time is consumed replying to the repetitive queries of the customers then it surely decreases the efficiency of the team. Machine Learning with its virtual assistance handles such queries and you get time to handle other important complications.
Build Predictive Data Analytics:
Data analysis is something that has been there for a long time now, where you can find out the patterns of the customer’s choices or obstacles using the past data. But now predictive data analytics has come up with Machine Learning CRM due to its accuracy in recognizing patterns and handling tremendous data.
Recognize Customer’s Requirements:
Machine Learning aids you to recognize the customer’s needs even without getting them connected over the call. You can keep an eye on your customers’ status, preferences and queries and can automatically activate the required support. It will allow you to not miss out on the customers and their needs. Also, you will be able to deal with future potential problems to be raised by the customers.
Respond Like the Wind:
When the customers ask certain questions about the product or the service offered by your enterprise then swift responses are reached to the customers as the responses are automated. You can also schedule automated calls and meetings with the customers even before talking to them.
Boost Customer Retention and Acquisition:
The more the customer retention the more is the satisfaction of helping the customers efficiently. Customer retention means the customer will continue his interest in your services and this is enhanced using Machine Learning. And the customer acquisition will be gained by defining the sample customers who can be the potential customers using the data analytics with Machine Learning CRM.
Ending Remarks:
I would conclude by saying that Machine Learning is under rapid evolution and going to grow even bigger in the future. It is already present in different fields such as IT, finance, gaming, media, robotics, manufacturing. To experience how Machine Learning is transforming customer support in these sectors click on https://www.kapturecrm.com.
It helps the companies customize the customer’s requirements on a large scale. CRM with Machine Learning used by different sections of the organizations is already advantageous and the future is going to be dynamic with its fast decision making feature and handling the customers proactively.
It is imperative to sustain high-speed processing systems which will carry out Machine Learning based algorithms with high precision leaving behind all the prejudices.
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