The Essential Guide to AI for Customer Service by Sprinklr

Digital customer service interactions will increase by 40% in 2021 (according to Forrester research), as both customer service as well as support operations, are undergoing a truly radical shift. Explore this insightful guide by Sprinklr on AI for customer service.

Consumers are at the wheel, as they are proven to now, more than ever before, steer how businesses engage with their customers and the key touchpoint to connect with.

The shift in communication touchpoints has forced these businesses to re-evaluate their business models, from not only technology, but their people and processes alike.

The rise of digital has cast aside the relevancy of a voice-centric approach to customer service, as digital-first has taken prevalance for these businesses. As a result, your ability to serve and connect with your customers requires a new approach to thrive.

Artifical intelligence (AI) presents the opportunity to match your operations to customer habits, sift through all channels of data and effiectively and efficiently prioritize when, where and how to engage. AI allows you to yield key opportunities by maximising this consumer-led and customer orientated reality.

In this insightful guide, Sprinklr take a deep dive into the four areas that AI can transition your customer service operations to the new digital era including:

• AI for listening, case creation, and routing: AI can process public online data sources to determine when and how to engage your customers
• AI for automation: Conversational AI automates exchanges with customers using chatbots on social media, private messaging channels, or a website or mobile app
• AI for agents: AI provides relevant knowledge, responses, and next-best-actions for agents during interactions
  with customers
• AI for insights and optimization: AI can measure and continuously improve your operations