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  Artificial Intelligence is enabling businesses to speed up processes, improve communication, and increase output. Its use cases span numerous organizational aspects and entire industries. One domain in which it’s playing an ever-expanding role is customer relations management. If you’re a business owner or executive, you’ll want to know how AI can help you improve customer service operations at your company.
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AI which is purpose-built for customer service is becoming a favourite tool type for larger organizations. Teams in the know about the transformative potentials of this technology are eager to deploy it to strengthen their operations. That’s because many benefits could arise from it.

Benefits of Utilizing AI in Customer Service

These are some of the benefits that arise from applying AI in customer service engagements:
  • AI reduces costs by automating routine tasks and taking on less complex or specialized queries. This empowers customer service teams to tackle more assignments with fewer resources
  • Because they can deliver round-the-clock support, AI agents drive up customer satisfaction levels
  • AI takes on tedious, repetitive tasks, and frees up customer service representatives to do more meaningful work
  • This technology speeds up resolution times, thus helping to increase productivity
  • It generates insights into the preferences of each customer, which businesses may leverage in tailoring services and solutions for individuals

How to Improve Customer Service Using AI

Here are several ways to raise the quality and efficiency of your customer service operations with Artificial Intelligence:

Deploy AI Agents

AI agents are automated customer service bots that have been trained on numerous interactions between customers and human customer service representatives. These bots are primed to interact with customers, take questions, answer them, and refer more specific inquiries to human agents. Newer versions of this sort of application can answer more complex questions and are better at proffering solutions than earlier ones. Some retail outlets may be able to automate up to 90% of their customer service engagements with AI.
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Provide Support for Human Agents

Besides attending to customers, AI tools can also offer support to human customer service representatives. For example, these tools may supply suggestions for the most appropriate responses to customers’ inquiries. They could even guide entire interactive sessions, delivering insights and suggesting courses of action every step of the way.

Automate Functions

AI makes things move along faster, thanks to its ability to automate vast stretches of process. It can redirect inbound requests to specific human agents based on language, intent, and even tone. It can summarize long conversations from previous interactions so that customer service representatives get up to speed with queries much faster. These improvements eventually add up, leading to time, energy, and financial savings.

Raise the Quality of Service

AI may be pre-trained to review large swathes of customer-agent conversations. These reviews, often conducted for Quality Assurance (QA) purposes, will provide insights into the performance of customer service reps. It reveals knowledge deficits and points to possible areas in which staff might need some training. AI could also turn up information about the most frequently mentioned customer needs, which a business may work with to improve their offerings.

Suggest Resource Center Content

Sometimes, customers will opt for self-help and use your resource centre instead of contacting an agent. So, you’ll need to have your resource centre stacked with all the information they may need. AI can review a large tranche of past interactions between your customers and customer service representatives, identify questions that have been asked, and provide you with a list of content that would address those questions. You may then have this content prepared and uploaded to your resource centre so that customers can access it.
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Final Words

This article has shown how AI can help you improve customer service operations at your business. The specific implementations you choose will depend on your budget and business needs. Whatever you go for, ensure that it’s appropriate for your type of enterprise and its customers.
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This article was first published on 17th February 2025
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ikenna-nwachukwu

Ikenna Nwachukwu holds a bachelor's degree in Economics from the University of Nigeria, Nsukka. He loves to look at the world through multiple lenses- economic, political, religious and philosophical- and to write about what he observes in a witty, yet reflective style.

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