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Artificial Intelligence

How To Level Up Your Customer Service With Generative AI

Mariel M.

How To Level Up Your Customer Service With Generative AI 

AI burst onto the scene this year in a huge way, and for many businesses in the E-Commerce industry, it feels like it happened at the exact right time.

After all, customer service has been steadily changing for years now, including the way businesses interact with customers. Not only do customers want (and rightfully demand) a better customer experience, but they also want it at a much faster rate. 

Enter, generative AI.

But, before you shake your head, first know that we’re talking about more than robotic responses and scripted chatter (pinky promise). Instead, picture a world where the businesses you love get you – like, really get you. 

Rather than making the experience less personalized, coupling generative AI with human support can actually help you create much smoother, personal experiences that will form stronger relationships with your customers.

Common Features Of Generative AI That Improve Customer Service For E-Commerce Brands

Adding generative AI tools to your customer service tech stack can be the ultimate game-changer for your E-Commerce brand, especially as we inch closer to the end of the holiday shopping season and the beginning of 2024.

Just like with a helpdesk or CRM, incorporating these helpful features into your customer service processes is about improving how your customer service agents connect with customers to boost brand loyalty and your bottom line rather than simply staying on-trend. 

Many E-Commerce brands that have begun using generative AI in customer service use a few specific tools, including:

  • AI chatbots to manage support queues during peak hours without intervention from team members and offer immediate support to customers. 
  • Automated tasks & workflows to lower rates of human error and streamline the overall customer experience.
  • Natural Language Processing (NLP) to provide more accurate responses to customers by reading & understanding the human language of customers’ feedback and complaints.

Though generative AI tools offer countless features, these few are specifically helpful for busy E-Commerce brands that need a better, more efficient way to handle customer needs without sacrificing the quality of the service.

4 Major Benefits Of Coupling Generative AI With Human Support In Customer Service

The new generative AI tools we have access to today are presenting online retailers with a huge opportunity to make a splash in their industries and improve their brand’s overall customer experience.

To give you the full scope of how combining the technology with your expert customer service agents can drive growth for your business, we’ve put together a list of the top four major benefits of generative AI in customer service.

1. Decreased Response & Resolution Times

Customers today are busier than EVER, which is why 71% between the ages of 16 and 24 believe that a quick response from a service team can drastically improve their customer experience.

Rather than spending too much time wading through a confusing or convoluted customer inquiry, generative AI can summarize customers’ messages for your agents to make it easier for them to offer the appropriate response at a faster rate. 

During your busy periods when agents may be multitasking to tackle various tickets at once, generative AI can also help craft replies that your customer service agents can personalize to add an extra touch to each conversation. 

Not only does this ensure that each message is clear and addresses all points, but it ultimately gives your agents a hand in resolving inquiries faster.  

2. Improved Self-Service

Though customers prefer knowledge bases over all other self-service channels, 28% have said that finding the information they need in a knowledge base can be hard to find. 

Therefore, the last frustration a customer in this position wants to experience is a chatbot conversation that offers robotic, unhelpful replies. 

With generative AI, however, bots are programmed to automatically understand customer inquiries (even if they’re not totally clear) and find the proper resources or information to provide an accurate solution. 

Not only does this save existing teams time on repetitive or relatively simple inquiries, but it also offers brands a more cost-effective way to scale support without sacrificing customer satisfaction. 

3. Valuable Customer Service Insights 

Your customer service metrics are your most valuable tool for learning & improving your strategies, but sifting through them with just the human eye is way too large a task for your team on top of their other duties. 

By leveraging generative AI’s ability to scan large amounts of data at a rapid pace, your customer service agents will be able to identify patterns and helpful insights more easily, both of which allow them to better serve customers and help you to make informed business decisions without halting productivity.

All in all, it’s a near-instant solution for improving the customer experience without losing focus on providing the best possible customer service. That’s a win-win in our book.

4. More Brand-Aligned Conversations

Your brand standards, particularly your message and brand tone of voice, are what make your business entirely unique (particularly in a saturated market). 

Think Liquid Death: their use of lighthearted macabre in their signature brand voice has helped them establish brand recognition and trust amongst their loyal customers who know exactly who they are and what they stand for. 

By using generative AI’s bot persona capabilities in your chatbot functions, you can more easily ensure that every single AI-powered conversation between you and your customers is on-brand and reflects the values & standards you want your customer service experience to uphold.

Get More From Your Generative AI Tools By Pairing Them With TalentPop’s Highly Skilled Customer Service Agents 

At TalentPop, we’re all about using technology to improve your business, which is why each of our highly skilled customer service agents is trained to use the top E-Commerce tools and software – including ones that offer generative AI.

Therefore, you can trust that when you partner with us to outsource your customer service, we’ll help match you with agents who are able to combine their unique skills with the exciting capabilities of the generative AI tools in your E-Commerce tech stack.

You’ll also have access to a Customer Success Manager who will help you and your agents along the way to ensure you’re never receiving less than the best service from our team. 

If you’re ready to elevate your customer experience by pairing expert customer service agents from TalentPop with generative AI tools, it’s never been easier or more affordable – we’re talking pricing as low as $8/hour per agent and support you can scale up or down based on need.

Schedule a call with us today, and we’ll show you how we can help you start your new year off on the right foot.

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