As the demand for customer service continues to grow, so does the need for automation. The future of customer service revolves around creating a more streamlined experience. In this post we will focus on two areas where AI and customer service combine. Their integration automates and accelerates service tasks, improving the customer experience.
The CRM (Customer Relationship Management) gathers transactional data from sales processes. When a company integrates its CRM with AI, the fusion creates advanced customer insights that would otherwise be unknown.
Salesforce is a leader in AI integration. The Salesforce system uses machine learning to feed sales reps vital information in real time. The sales reps can examine the information and use it for decision making purposes. The system also makes predictions based on customer behavior. These predictions guide the rep's approach. There are even automated sales assistants (usually chatbots) that can gather vital information for the sales rep in the early phases of the transaction, freeing up time for reps to focus on more important things.
Sales force has implemented this technology in banks, hospitals, large retail stores, insurance companies, and more. The AI integration with CRM often guides entire sales teams.
In the future, Fintech companies will combine AI with CRM to create even deeper sales insights. Expect the technology to improve and sales systems to advance even further than today.
A CPD (Customer Data Platform) captures a larger variety of information than a CRM. A CDP covers behavioral data of all sorts, ranging from a client's first interaction with a brand to the client's post sales customer service.
Large CPD's such as Amperity focus on real-time information for marketing. They capture not only transactional data but also demographic and behavioral information.
Because customer service agents need to understand a client's problems and needs, the CPD integration with AI allows agents to access a complete customer profile. The service rep accesses data from every department. They see payment information. They see the transactional data from the CRM. And they see the customer's psychological profile based off advanced analytics.
Furthermore, the software feeds service reps this information in a simple and easy-to-understand way. After all, a service rep needs the information fast. When they receive a real-time insight, they use it to make targeted suggestions to the customer. They can also upsell products based on the customer's emotions because the system is sensitive to emotional cues.
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The future of this technology lies in personalizing the customer journey. Companies will be able to offer promotions based on both analytics and real-time data. Their systems will make suggestions based on data from other customers who share similar demographic profiles.
In other words, expect companies to have access to extensive client information that enable employees to use advanced technology, including emotional cues, to make suggestions based on AI intelligence.
The customer will end up receiving a much more personalized experience, and they might even think there's magic involved, because service reps will resemble mind readers.