AI Help is a feature that automates customer support, saving companies time and money. It also allows them to get smarter insights from customer feedback.
AI Help tools are being used by organizations around the world to streamline and improve their processes, as well as their customer experience. These tools include FAQs, knowledge bases, chatbots and more.
1. FAQs
FAQs are an important tool for any business, as they provide quick and easy answers to frequently asked questions. These pages often appear on a company’s website, and are a great way to save customer support agents’ time by answering recurring queries.
However, traditional FAQs have their limits. They can’t handle complicated search terms or understand what the customer is looking for, and often, customers find themselves frustrated when they are unable to get the answers they need.
To boost search results and push customer satisfaction to the next level, companies need to implement intelligent FAQ systems that are powered by technologies like AI or NLP.
The best AI for customer support is built on Natural Language Processing and Natural Language Understanding, and can understand sentiment and intent behind a request so it can serve the most relevant answer available. It’s also a great discovery mechanism, helping you to get into the minds of your customers and find out what they’re looking for.
2. Knowledge Base
A knowledge base in AI is a system that captures human expert knowledge to support decision-making, problem-solving and more. Over the years, many organizations have developed these systems to support various processes.
One of the most transformative applications of knowledge base systems has been AI-powered customer support, including self-service options. These systems use artificial intelligence to analyze customer queries, respond with relevant documents and recommend solutions that are easy for customers to implement.
In an AI-powered knowledge base, natural language processing (NLP) algorithms can identify articles based on a customer’s query. This helps customers find the answers they need quickly, saving time and effort while delivering an overall better experience.
A good knowledge base keeps information standardized and easy to access for all your employees, so they can answer questions standardizedly. This ensures consistent quality of service for both customers and agents. It also improves productivity and efficiency, reducing hold times, increasing FCR and improving employee engagement.
3. Chatbots
Chatbots are software programs that respond to user questions and queries in an automated manner. They use artificial intelligence (AI) to determine what users are saying and then respond accordingly.
The key to making chatbots work well is to ensure that the data they use is of high quality. This will help them to understand what the customer is asking and what they need.
In addition, they need to be able to learn from their mistakes and improve on future interactions. This can be done through feedback mechanisms and policy learning.
For example, a restaurant can ask their bot to identify what the customer is ordering and to offer suggestions for the best possible meal. This is called contextual awareness, and it’s a very powerful tool for improving customer support.
4. Social Media
Social media is a huge part of most businesses’ marketing strategy. However, it can be a headache to keep up with all the platforms and stay relevant.
To help with this, AI can be used to automate repetitive tasks and provide valuable insights that improve the effectiveness of your social media content and engagement strategy. Using these tools can save you time and allow you to focus on your strategy rather than mundane tasks that could take away from your productivity.
Artificial intelligence (AI) can also be useful when it comes to generating new content for social media. It can identify what formats and styles are most effective for your audience, based on data from their past interactions with your brand.
It can also help you create authentic responses to customer questions and comments. These tools can analyze the context of a tweet or comment to recommend an auto-response that can be tweaked for a more personalized response.