The impacts caused by the rise of technologies such as ChatGPT and similar technologies have changed the rules of the game. Today, following trends in artificial intelligence has become imperative for any company that wants to stand out in the market.
This is not just because these tools represent the advancement of technology, but because they optimize organizational processes in such a way that it is impossible not to keep up to date — unless you want to be left behind.
With the support of AI and other technologies, companies are able to provide their customers with an excellent shopping and consumption experience.
Accordingly, concepts such as personalization, predictive analysis and automation should be increasingly present in the daily lives of organizations in different sectors and functions. And this is just an idea of what is yet to come.
Is your company ready for the future?
In this article, we present the main trends in artificial intelligence in customer service, what they consist of and how they can contribute to the success of your company in the near future. Enjoy reading!
What are the trends for the use of artificial intelligence in the future?
Although we cannot predict the future exactly, we can be sure of one thing: AI will play a major role in companies, as is already being done to some extent today.
Based on what's to come, the report Zendesk CX Trends 2023 revealed the latest trends in artificial intelligence in customer service. To keep you informed, we've brought you a summary with the main highlights.
Discover the 5 biggest trends in AI for this year.
1. AI Experiments
It's no secret that technology is evolving at a rapid pace. Because of this, the AI experiments become more and more perfect.
While 65% of leaders report that the performance of AIs and bots that use natural language processing are more similar to humans, 72% of customers who interact with these tools regularly say they notice improvements in the quality of care provided by them.
And there's more! 77% of them state that bots perform well when answering simple questions, 71% point out that AIs respond faster than human agents and 67% they say they provide reliable information.
In other words, the experiences provided by AIs seem to be more than approved by users. And that's why this concept deserves to be highlighted among the biggest trends in artificial intelligence.
2. Conversational experiences
Negative experiences hand the customer over to the competition. This is a fact! So, that’s reason enough to rethink the way we serve you, right?
In this sense, another trend in artificial intelligence that has been gaining ground is what we call conversational experiences.
But what are conversational experiences in practice?
It is about consumer empowerment, that is, giving the customer control over the interaction, so that they can move between different channels or interrupt and resume a service according to their needs and preferences.
Furthermore, people expect their support department to have the full context of their interactions and understand their needs, without having to repeat a series of information every time they get in touch. Offer this to them.
The solution is simple: channel integration, sectors and systems, which enables the company to offer consumers more consistent, fluid and natural interactions, whenever, wherever and whenever they need it.
This way, they can enjoy a much more fluid and natural service experience, without having to interrupt their current task. In other words, it is more freedom and convenience, contributing to more efficient and satisfactory support.
The result of all this is simple: stronger customer relationships.
3. Personalization with AI
Customers crave exclusivity. More than simple audience segmentation, which creates groups based on demographic characteristics, consumers want to be seen as unique and have access to personalized experiences.
No wonder, 59% of consumers want companies to use the data they collect about them to create this type of experience. Furthermore, 62% of them say that personalized recommendations are better than generic ones.
In other words, more than a trend in artificial intelligence, personalization with AI is a vital measure to build deeper and more lasting relationships.
4. Consumer sentiment analysis
Predictive analysis in companies is an important tool that, based on data, contributes to more assertive decision-making. Now, what few still take into account in their decisions is consumer sentiment.
For you to have an idea, 66% of consumers who regularly interact with support report that a bad experience can ruin your day. It's not difficult to imagine that this directly influences your purchasing decision, don't you agree?
Just look at this data: 60% of consumers say they base their purchasing decisions on the level of service they expect to receive. Furthermore, 73% of them reveal that will switch to a competitor after several bad experiences, While more than half will abandon your company after a single unsatisfactory interaction.
But after all, how to identify and measure customer sentiment?
The answer is simple: through artificial intelligence, a trend that is gaining more and more space in companies.
This is the case with Zendesk's intelligent screening, which uses AI to enrich support tickets with relevant information based on the conversation, such as the customer's intent and feelings.
In other words, in addition to enabling predictive analysis in companies, which helps predict future scenarios, contributing to decision making, another trend in artificial intelligence is consumer sentiment analysis, focused on customer service, allowing us to understand their needs more in depth.
5. Integration
A company is like an organism, each area performs a specific function and, together, contributes to the company's success.
If one sector depends on the other, nothing more intuitive than integrating them, right?
This measure allows teams from different areas to work in a coordinated and collaborative way, sharing data and knowledge to build a more immersive experience for the customer.
However, offering an immersive CX requires integration, and this is only truly possible with the use of trending tools in artificial intelligence that, in addition to promoting unity, enable the automation of business processes.
This is the case of CRM software, which integrate different sectors of the organization and contribute to strategic data collection, which can be used to personalize the customer experience, as we saw previously.
Why is it important to keep up with trends in artificial intelligence in customer service?
Technology evolves at a rapid pace and anyone who is unable to keep up will certainly be left behind. In this context, not adhering to these trends means remaining stagnant, while competitors continue to advance.
The fact is that the use of artificial intelligence in customer service can contribute — a lot — to the success of your company. Even more so considering a customer-focused approach, the big star for any organization.
The natural language processing we see in chatbots is just one of the possibilities that artificial intelligence and its trends can offer us.
Creating immersive and personalized experiences that take consumer sentiment into account is the recipe for success. But for this there needs to be integration, and as we show here, AI can help on all these fronts.
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