#AI #machine learning #AI risks AI ai chatbots artificial intelligence chatbot CRM Understanding Artificial Intelligence

How Artificial Intelligence is Transforming Customer Service Industry

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The achievement of any business organization is highly dependent on its customer relationship strategies. Client experience is exceptionally organized in any business. Consumer loyalty is profoundly impacted by the change brought about by the dynamic technologies. With the progression of technological advances, such as AI (artificial intelligence), NLP (natural language processing), Intelligent Chatbot, and ML (machine learning), intelligent automation of client care administrations has become a need for all the organizations. Here is how artificial intelligence is transforming the customer service industry.

Many businesses have incorporated simulated intelligence for smooth day to day operations. By 2022, banks can utilize chatbots to automate up to 90% of their client connection, as per Lauren Foye.

The History of Chatbot

A review appointed in 2014 by One Reach, a market research firm, investigated US buyers’ behavior to the utilization of messaging in client assistance applications. As per the study, 64% of buyers with messaging abilities would like to utilize messaging over voice as a client assistance channel, and 77% of shoppers with messaging capacities matured 18–34 are likely to have a positive view of an organization that offers text ability.

According to research, by 2021, 4.5 billion dollars will be put to resources into chatbots. While chatbots have existed for quite a long time without going mainstream, few worldwide patterns have made it possible to convey that this is the time of chatbots:

  • Domination of the mobile messenger.
  • Application fatigue.
  • Backing for chatbots by Facebook, Microsoft, and other pioneers.
  • A dramatic decrease in chatbot improvement costs.

The Current Situation of the Industry

There are sure some issues with the regular client care framework that is followed, which can be settled with the assistance of Artificial Intelligence. Investigate the current circumstance.

  1.   Now and again, the human delegate noting a client call doesn’t have a  response to the inquiry and needs to require the client to be postponed or put on hold. Even though they discover the answer for the issue and advise the client, it occupies additional time bringing about more expense to the organization.
  2.   The client’s call is transferred a few times before the query is addressed. Although it is fundamental for certain circumstances, it negatively impacts the organization.
  3.   Because of the set number of client assistance administrators in B2C organizations like telecommunication, the calls are often on a considerable delay/wait time for clients.

In 2019, chatbots became more AI-driven, equipped for dealing with complex human communication effortlessly, and presently taking over conventional conversational administrations.

Chatbot in the Customer Care Industry:

The chatbot market size is expected to grow from $2.6 billion in 2019 to $9.4 billion by 2024 at a compound yearly growth rate (CAGR) of 29.7%. The client care industry is fundamentally growing with the influx of chatbot assistance to consider and cater to customer needs.

To improvise on their CRM, most associations are endeavoring to automate their client care framework using Artificial Intelligence. One such splendid model is the AI Chatbot. Chatbots haven’t been an obscure idea since ELIZA was released in 1966. Salesforce propelled an SMS chatbot in 2014 that has extended to become Facebook Messenger. The association likewise offers Live Agent Chat, a product that completes human connections by carrying out human interactions.

As indicated by Grand View Research, 45% of end clients lean toward chatbots as an essential communication method for questions regarding client care.  Let us explore further as to how Artificial Intelligence Chatbot is altering the client care industry.

  1. Upgraded Accessibility of Big Data

To augment the profits of a business organization using AI in big data, it is basic for any entrepreneur to gather valuable data about clients and examine it in a manner and to such an extent that it demonstrates helpful for the company. Insights drawn by Artificial Intelligence help in investigating a lot of information proficiently and produce reports that can be easily grasped. Along these lines, entrepreneurs and business owners can increase their targeted customer groups’ nitty-gritty knowledge and use their time to approach a new procedure or strategy based on the collected data.

  1. Revolutionization in Resolving Customer Queries

When a doubt/query arises in the client’s psyche, they couldn’t care less whether a human or a bot settles it. A large portion of the queries don’t require human collaboration and can be settled by the chatbot itself. A study has stated that 48% of individuals say that they couldn’t care less as long as it fathoms their issue. (Source: BI Intelligence)

However, if a query ends up being excessively unpredictable for the bot, it chooses to fit an appropriate agent/representative of the organization depends on the data gathered from the client. Moving forward, the agent/representative can legitimately address the concerned client to take care and address that issue/query

  1. Upgraded Customer Relationship Management (CRM)

Gone are those occasions when people needed to trust that their call would be sent through a chain of customer care representatives before resolving their inquiries! There are numerous manners by which RPA (robotic process automation) within the organization has emphatically changed how client connections are managed. With AI chatbots’ assistance, customized services can be conveyed to any place in a problem-free manner based on CRM information. Organizations are addressing client queries on a website with the assistance of Artificial Intelligence Chatbot, sparing a call to customer care representative.

One such splendid model is the Eva – HDFC Bank Artificial Intelligence chatbot. HDFC Bank has stated that it has effectively tended to 2.7 million client inquiries on a site in just 6 months.

It spares a great deal of time by enhancing hold up/wait times and the easy accessibility of representatives. The progressed chatbots can impersonate human activities and comprehend human dialects using NLP, i.e., Natural Language Processing.

Portable envoys – Mobile Messengers, Facebook Messenger, WhatsApp, WeChat, and others, have become the preferred means of communication. WhatsApp has arrived at more than a billion dynamic clients monthly, Facebook Messenger — 900 million, WeChat — right around 700 million (source:

About a year prior, the best four mobile messengers outperformed informal communities with worldwide popularity (source: BI Intelligence).

Website Chatbot

Chatbots are not constrained to messaging channels. The off chance that we take the conversational interfaces to a website or a portable (mobile) application will offer ascent to Native Chatbot Development.

Utilization of a site chatbot

  1.   It brings about progressively dependable/reliable information because of intuitive surveying experience.
  2.   Unlike the regular informing channels, communication between clients is anonymized on a website. This aids in lessening contact from the client’s end about the disclosure of his/her identity. A site chatbot also diminishes contact by tackling the client’s request immediately without changing the correspondence channel. 
  3.   For organizations with a commercial center webpage/ marketplace website or a SaaS stage, a web bot, as a rule, assembles all the client information and along these lines provide a customized client experience and offers a superior and better setting.

 Importance of Chatbots in customer care systems

Numerous CRM frameworks are not easy to understand. A poorly designed UX configuration prompts low performance while at work. Rather than providing client assistance, representatives who are left with ineffectively structured CRM frameworks sit around idly attempting to manage that framework. Since a client care specialist can receive more than one hundred tickets every hour, each resolution’s reaction time is urgent and of great importance.

To take care of these issues, it is more convenient to automate client support components with a CRM chatbot. Once in a while, CRM chatbots can deal with the whole client discussion, and on different occasions, there will be a handoff to a human agent/representative. Indeed, even in situations where the discussion is passed on, they can at present catch and record fundamental client information.

Basically, they do the hard work with the information section and let your client care representatives focus on including genuine worth.

 Utilization of CRM data

Since you have important data on hand, how would you follow up on it? A typical test with CRM frameworks encompasses following up on new leads and effectively utilizing information. The early phases of a fresh client relationship are crucial for automation. Now, you may have numerous leads that won’t wind up changing over.

This is the place you can depend on automation to help qualify your leads. Utilizing chatbots, you can begin discussions with individuals at scale. AI-backed CRM chatbot knows which specific bit of substance/content an individual needs next. Hence, they’re well prepared to move the lead to the following stage in the sales funnel. An all-around assembled chatbot likewise accumulates insights from a lot of data to help make target profiles.

Why should a chatbot be adopted for your CRM?

  • Chatbots incredibly improve connections and interactions with the customers. Customers have queries, and chatbots can offer a ton of responses.
  • The chatbot can be integrated into flag-bearer (messenger) applications, where individuals invest the greater part of their energy online these days.
  • Chatbots spare extensive time for your client representatives. Also, can comprehend basic tasks that require a speedy reaction, allowing client care representatives the chance to deal with progressively complex customer requests;
  •  It can enable your business to scale in an eased manner. As your client base builds, chatbots can enable help to your client care representatives, field an ever-increasing number of queries without expanding the size of your staff exponentially.
  • They offer customers prompt reactions and resolutions.
  • They can be accessible all day, every day.
  • It permits you to reduce your costs by recruiting fewer individuals to client care centers.


The best thing about utilizing a chatbot is that it never rests and is accessible 24 x 7! This robotic process automation is, in reality, a gigantic advance forward in the field of technology & innovation and building better client connections. Chatbot essentially lessens the resolution time bringing about a decrease in cost and upgraded client experience.

As the acknowledgment of RPA innovation builds, client care will render to be perfect all around. Intelligent Automation appears to have a long way ahead in the client care industry.

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Artificial Intelligence Applications within Retail in 2020

ai in retail

Artificial intelligence and its applications have surely revolutionized the sectors pushing them forward in a new direction. Its application isn’t limited to the start of product development but continues post-launch and customer interaction.

AI integration is the retail industry

One of the sectors that are reaping the benefits of AI integration is the retail industry. However, there are still many questions that are being thrown out there. From what AI-technology or application has proven to be the most beneficial in retail to which innovations have the potential to change the retail game?

We need to keep in mind that artificial intelligence has not been perfected and is still in the stages of experimentation. Some results have proven to be positive and progressive, while others a complete failure.

Having said this, from 2013 to 2018, AI startups have raised around $1.8 billion –according to CB insights. These are impressive numbers and the credit can be given to Amazon which changes the perspective of AI integration within retail.

In a nutshell: AI in retail can be explained as a self-learning technology, that with the adequate data, only improves the processes further through smart prediction and much more.

How AI is Being Integrated into Retail?

AI solutions are still in the process of growing and progressing. However, there are certain applications within retail that have proven to be fruitful – not just in terms of the value it provides as a service but the benefits businesses reap afterward.

What are the top of the line applications of AI in retail? Let’s find out.

1) Cashier-less Stores

With digitization, much of the work-load has been automated and streamlined. Now, with the COVID wave placing human contact as harmful, cashier-less stores are an idea that is very much on the table. This idea of lowering the number of human employees working on a store and being replaced by AI-powered robots is not just a concept of the movies anymore.

Amazon is already on the case – with Amazon AI introducing stores that are check-out free. You must have heard about Amazon Go and Just Walk Out technology where the items being placed within your trolley are being examined and kept track of, so when you simply walk out of the shop, the Amazon account takes the money. Pretty interesting, right?

AI and IoT play a great role in creating this cashier-less store experience, relieving stores from having expensive operation expenses. With technology like Amazon Go, human staff members are reduced to merely six or so, depending on the size of the store.

2) AI-Powered Chatbots to Enhance Customer Service

The rise of the chatbots was possible due to AI integration, making them capable of conversing in a human-like manner. Moreover, with their ability to understand the query posed by the visitor, they can analyze and provide adequate assistance accordingly.

Safe to say, AI chatbots have elevated customer service, searching, sending notifications, and suggesting relevant products – all by themselves. These AI chatbots work wonders in retail as there are so many queries that are lined up mostly filled with product related questions. In addition, they also learn the buying behavior of the customer and suggest products that would match their search and buying intent.

Chatbots are the present and future of retail helping customers navigate through online stores and increasing the revenue of businesses in return.

3) Voice Search

Voice search is catching up with 31% of smartphone users globally using voice search at least once a week. While, in the year 2020, it is projected to grow to 50%. With Alexa and others, customers can simply ask for the desired product without having to type and visually invest in the process.

Voice search is definitely one of the demanded features in any software solution and software development companies (koderlabs dot com) would incorporate voice and text search to maximize the convenience.

4) Visual Search

Visual search is a term or technology not too familiar as of yet. However, this AI-powered system enables customers to upload images and find products similar to certain aspects of those uploaded images; like based on color, shapes, and even patterns.

AI coupled with image recognition technology is marvelous and can help significantly in the realm of retail. Imagine wanting a similar dress and just uploading its picture, you get suggestions of places either selling the same or something similar. You then can compare the price difference and go for the one that suits your best.

5) Mood Tracking to Elevate Customer Satisfaction

AI can detect the mood of your customers and provide you with valuable feedback that will allow your representatives to give assistance just in time. Take Walmart as an example. The retail giant has cameras installed at each checkout lane that detects their mood.

If a customer seems annoyed, they would immediately approach and try to help. So, with AI and facial recognition technology, stores can build strong relationships with their customers and ensure their satisfaction.

6) Supply Chain Management

AI in the retail supply chain can help retailers dodge poor execution and management that leads to major losses. With AI, calculating the demand for a particular product through analyzing the data that includes the history of sales, promotions, location, trends, and various other metrics allow retail stores to make a better future decision.

AI can predict the demand for that certain product and allow you to order just the right amount without having to deal with leftovers or shortage of it.

Since we are currently facing COVID that has placed the necessity of an online-smart-world, AI can predict through the data received from either the websites or mobile apps. Either way, the supply chain is effectively managed and processed systematically.

7) Product Categorization

With the usage of machine learning, the retail industry can easily classify millions of items from various sellers with the right category. For instance, sellers can upload the picture of their product, and machine learning will identify it and classify it accordingly.

Clasification helps automate the mundane and time-consuming task and can be done in a few minutes with the help of AI.

What more is that with such smart classification, customers are able to find the right products under the categories of their choosing.

AI in Retail Forecast

The retail executive’s survey conducted by Capgemini at AI in Retail Conference entails that the AI application of technology in retail could potentially save up to $340 billion each year for the industry till 2020. In addition, nearly 80% of these savings will come from supply chain management and return as AI will improve these processes by a large margin.

The global market for AI in retail is projected to grow over $5 million by the year 2022.

Wrapping Up

Artificial intelligence and Machine Learning-powered software solutions can really change the game for retail, especially amid the pandemic. Not only AI facilitates automation but provides a better insight into businesses by predictive analysis and reporting.

On the customer front, AI-powered chatbots and cashier-less stores provides convenience and futuristic shopping experience with improved customer service.

Although the pandemic has slowed down much of the progress; still, we can see considerable growth in AI-powered solutions geared to improve the retail industry and prep it for the times ahead.

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