Artificial Intelligence (AI) has revolutionised customer service, according to Intercom’s Product Chief, Paul Adams. AI’s ability to automate repetitive tasks has allowed customer service teams to focus on more complex issues. This has led to a shift in the hiring process, with companies now seeking individuals with problem-solving skills rather than just those with a friendly demeanour.
AI has also enabled businesses to provide 24/7 customer service, a feature that is increasingly in demand. This is particularly beneficial for businesses with customers in different time zones.
Intercom, a customer messaging platform, has integrated AI into its services. The company’s AI-powered chatbot, Operator, automates responses to frequently asked questions, freeing up customer service representatives to handle more intricate queries.
Adams predicts that AI will continue to transform customer service, with the evolution of AI technology leading to more sophisticated chatbots capable of resolving complex issues. He believes that this will result in customer service becoming a distinguishing feature for businesses, rather than just a necessary function.
Adams also highlighted the importance of human oversight in AI, stating that businesses must strike a balance between automation and human interaction to provide the best customer service. He emphasised that while AI can handle repetitive tasks, humans are essential for dealing with nuanced issues and providing empathy.
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