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Impact of AI in LIVE chat and customer support

Publish Date

November 13, 2023

1. Benefits of using AI in live chat and customer support

AI-powered chatbots have revolutionized customer support by providing numerous benefits. These benefits include:

  1. Improving service with every interaction: Chatbots use AI to track, collect, learn, and refine customer interactions, resulting in more accurate and personalized responses over time. They can even detect and understand customer emotions, allowing for appropriate customer care based on those insights[^1].
  2. Collecting customer feedback: Chatbots can be programmed to ask for customer feedback at the end of an interaction, helping companies identify problems, frequently asked questions, and popular products/features. Incentives can be offered to encourage feedback participation[^1].
  3. Reducing customer requests: Chatbots can handle repetitive tasks, respond to general questions, and offer self-service options, allowing human agents to focus on more complex issues[^1].
  4. Detecting customer intent for added context: Advanced chatbots powered with AI can understand customer needs and sentiments based on phrasing and language, providing additional context for human agents[^1].
  5. Boosting customer engagement: Chatbots can send proactive messages, collect feedback, engage in real-time or asynchronous conversations, and customize messaging to enhance customer interactions and self-service[^1].
  6. Streamlining service with routing and triage: Chatbots can intelligently collect information and route conversations to the best agent based on skill, availability, and issue priority, enhancing the customer experience[^1].
  7. Boosting sales: Chatbots can perform manual sales tasks, collect information, qualify leads, schedule product demos, and nurture prospects through the sales funnel[^1].
  8. Increasing lead generation: AI-powered chatbots can engage in natural conversations, capturing customer data and sending it to marketing teams for targeted campaigns[^1].
  9. Enhancing conversational commerce and marketing: Chatbots can act as virtual assistants, answering product questions, offering proactive support, and influencing the customer's shopping experience[^1].
  10. Streamlining the checkout process for higher conversions: Proactive outbound messages from chatbots can inform customers of order updates, personalized offers, discounts, and coupons, improving the checkout experience[^1].
  11. Helping with A/B testing: Chatbots can be used for A/B testing different messaging variations, allowing businesses to determine which resonates best with customers[^1].
  12. Improving agent training and onboarding: Chatbots can assist new agents during onboarding by providing relevant help center articles and suggesting the best course of action[^1].

These benefits highlight the significant impact of AI-powered chatbots in improving customer support and enhancing the overall customer experience.

2. Role of artificial intelligence in improving customer support

Artificial intelligence (AI) plays a crucial role in improving customer support. Here are some key aspects:

  1. Consumer expectations: According to the Zendesk CX Trends Report, 72 percent of business leaders believe that expanding the use of AI and bots in customer experience is a priority. AI is seen as a way to improve customer service and enhance the customer experience[^2].
  2. Gathering consumer insights: AI in customer service allows teams to gather consumer insights. With Zendesk, customer service teams have access to intelligence in the context panel that provides insights into customer intent, language, and sentiment. This helps agents approach interactions more effectively and provide relevant responses based on customer insights and context[^2].
  3. Creating powerful intelligent workflows: AI can be used to create intelligent workflows that provide faster support for customers and more efficient agents. With Zendesk, support teams can use AI to route requests to the right person based on customer intent, sentiment, language, agent capacity, status, and skill set. This eliminates wait times and improves the customer experience[^2].
  4. Offering multilingual support: AI technology, such as conversational AI, can detect a customer's native language and automatically translate the conversation. This enhances multilingual support and provides a more convenient and efficient experience for customers[^2].
  5. Assisting with agent onboarding and training: AI can assist with agent onboarding and training by gradually increasing the complexity of requests they handle and suggesting the next course of action in a given scenario. This helps agents improve their level of customer service and get up to speed faster[^2].
  6. Saving agents' time by automatically identifying customer intent: Advanced bots can automatically identify customer intent and classify requests based on customer service data. They can offer personalized and accurate responses and share the intent with agents for additional context. This allows agents to focus on customer queries that require a human touch, while bots handle repetitive tasks and deflect customer questions[^2].

The role of AI in customer support is pivotal in keeping costs low, delivering fast and consistent support, boosting customer satisfaction and retention[^2].

3. Impact of AI-powered chatbots on customer service experience

AI-powered chatbots have had a profound impact on customer experience. Here are some key aspects:

  1. Understanding AI-powered chatbots: AI-powered chatbots are intelligent virtual assistants designed to interact with users in natural language. Through machine learning and natural language processing (NLP), these chatbots can understand customer queries and provide relevant responses. As a result, businesses can offer instant and accurate support, eliminating the need for customers to wait for a human agent's assistance[^3].
  2. 24/7 Availability and Instant Responses: One of the most significant advantages of AI-powered chatbots is their 24/7 availability. Unlike traditional customer support, chatbots do not need rest or breaks, ensuring customers can get help whenever they need it. This round-the-clock availability leads to increased customer satisfaction, as customers appreciate getting instant responses to their inquiries[^3].
  3. Personalized Customer Interactions: AI-powered chatbots go beyond simple scripts by leveraging customer data to deliver personalized interactions. By analyzing a customer's previous interactions and purchase history, chatbots can offer tailored product recommendations and personalized solutions. This level of personalization enhances customer engagement and fosters stronger relationships between customers and brands[^3].
  4. Handling Complex Queries and Escalations: Advanced AI-powered chatbots can handle complex queries that go beyond routine FAQs. In cases where a query requires human intervention, chatbots can seamlessly escalate the conversation to a human agent. This smooth handover ensures that customer issues are resolved promptly, enhancing the overall customer experience[^3].
  5. Multilingual Support and Global Reach: For businesses operating on a global scale, language barriers can pose a challenge. AI-powered chatbots can provide multilingual support, catering to customers from different regions and language preferences. This global reach empowers businesses to engage with a diverse customer base and deliver exceptional customer service[^3].

The impact of AI-powered chatbots on customer service experience is significant, enabling businesses to provide efficient, personalized, and round-the-clock support to their customers[^3].


AI-powered chatbots have transformed customer support by offering numerous benefits, such as improving service, reducing customer requests, boosting sales, and enhancing customer engagement. The role of artificial intelligence in improving customer support is crucial, as it helps gather consumer insights, create intelligent workflows, offer multilingual support, and assist with agent onboarding and training. The impact of AI-powered chatbots on customer service experience is profound, providing 24/7 availability, personalized interactions, handling complex queries, and offering multilingual support. These advancements in AI technology have reshaped the way businesses engage with their customers, leading to improved customer satisfaction and retention.

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