Personalized Customer Support with AI

The use of artificial intelligence in customer support is one of the top business trends in recent years. And it's not just about such popular solutions as chatbots, recommendation services, and customer data analytics. Today, their use is already the norm. We are talking about truly innovative tools that are still rare and provide businesses with exclusive benefits.

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1. Multichannel AI agents

When you mention artificial intelligence, many of you probably imagine a text-based interface for services like ChatGPT. However, technology has already taken a step forward. Today's AI can communicate with text, voice, visual images, and even non-verbal signals from virtual avatars — gestures, facial expressions, poses, intonations, etc.

Multichannel AI agents are able to use different methods of communication in customer service. For example, if a customer thinks the conversation takes too long, they can switch to a video conference. If he is done working and heading home, it will be convenient for him to switch to a traditional voice call. Since the same service is provided by the same service, AI will logically continue the conversation regardless of which channel the next request is received through.

Moreover, the program retains access to all important data. She won't need a new acquaintance or proof of identity. She will already know what product to offer, how best to answer the next question, or how to ship the order. AI also adapts to a person's specific communication style, which further improves the customer experience.

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2. Predictive support

Why wait for a customer to reach a boiling point and contact customer support when you can choose the moment when they are as positive as possible? Predictive artificial intelligence is able to predict that very moment. He draws conclusions based on human behavior online, analyzing the smallest details, including the cursor flickering over the button and long pauses between the use of individual functions.

Predictive artificial intelligence can offer help right when you need it. For example, if a customer fluctuates between several subscription options, they will write: “The Pro version offers page branding, which is ideal for SaaS services.” If this is not enough, the program will offer to start chatting with a chatbot or support staff member.

In the future, predictive artificial intelligence can be integrated into various smart devices. Just imagine: you can't assemble an IKEA closet, and the smart speaker offers its support. Through it, you will receive not only detailed instructions for assembling furniture, but also the best tips for home craftsmen. And all this without requests or reminders.

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3. AI for emotional support

You've probably heard about dogs and other animals that are used to provide emotional support to people. Now it's time for artificial intelligence to take on this task. Modern AI can quite accurately recognize emotions based on the customer's tone of communication and choose appropriate interaction patterns:

• the annoyed buyer will be offered the fastest solution to the problem;
• the angry person will be immediately connected to a support officer who will offer compensation;
• a bored person will be amused with a joke or an interesting fact;
• will offer a promotion or a discount on the next purchase to the satisfied person;
• the upset person will be cheered up with a gift or an exclusive offer.

Moreover, there is already a project to create a centralized psychological support service. If a client's voice senses that a nervous breakdown or an exacerbation of a mental illness is approaching, their data can be anonymously transferred to appropriate institutions. In the near future, people will receive an offer to seek support — by email or in the form of contextual advertising. This can be an effective solution that does not require a breach of confidentiality.

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4. AI assistants in augmented reality (XR, AR, VR)

It's a pity that you can't look at the products in an online store from different angles and try on them. However, new technologies are already beginning to solve this problem. Most of us have mid-range and higher smartphones that support augmented and augmented reality technologies such as XR and AR. By launching the application and pointing the camera at the mirror, you can see what the clothes will look like on you by taking a picture of the room — “install” virtual furniture in it.

Artificial intelligence plays an important role in this area. While trying on, he can give advice on creating your own style or optimizing the room layout. When buying a new product that requires assembly (the same IKEA cabinet), the program will clearly show you how to combine and attach parts. And even when developing a new refrigerator or gas stove, augmented reality will be useful for customers. The AI assistant will show you the effect of pressing certain buttons or activating specific functions.

Artificial intelligence in combination with augmented reality significantly improves customer experience in industries where the visual component comes to the fore — repairing equipment, setting up complex gadgets, choosing furniture, etc. New technologies replace boring text instructions and long video tutorials.

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5. Hyper-personalized customer support

If you're annoyed by standardized phrases in instructions, video tutorials, and chatbot messages, artificial intelligence will turn them into personalized recommendations that are just as useful as paid expert advice. For example, if you don't just need trekking shoes, but shoes for hiking in Appalachia in the fall, AI will select products by weather, average lift height, and even type of surface. The program will take into account feedback from experienced tourists and collect all the necessary information on the Internet.

Generative artificial intelligence can also take into account the history of a store's interaction with a particular customer. For example, if you used to order professional construction tools, AI won't tell you how best to hammer nails; it will offer compatible products and optimal consumables.

Hyperpersonalization can also be integrated into all sorts of smart gadgets. In the future, Smart TV will be able to generate video instructions for installing and configuring household appliances, superimposing it on the footage of your apartment and predicting the joint use of several adjacent appliances.

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6. Predictive maintenance assistants

Artificial intelligence can predict when a device will fail. He will warn you in advance about an impending problem and help you order timely repairs. Thanks to this, customers will not have to temporarily stop using equipment and reduce the level of comfort, and businesses will receive an increased level of loyalty and additional orders.

The technology is already well tested in premium cars. For example, owners of flagship Mercedes, Lincoln, Lexus and Acura models are familiar with virtual assistants that remind you of the need for service. Gradually, similar functions appear in household appliances, such as refrigerators and washing machines. Over time, predictive diagnostic systems can be centralized and entrusted to specific gadgets — all the same smart speakers.

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Personalized? No, personalized service

The term “personalized service” itself is reminiscent of some sales tactics that recommended using customer data to create a friendly atmosphere and increase conversions. Artificial intelligence does not personalize standardized communication tactics. Each time he develops dialogues from scratch and selects the best answers on the go. Therefore, the correct name for this technology would be “personal service”.

The introduction of AI into customer support provides many benefits:

• increasing loyalty, engagement, and conversions;
• reducing costs for call centers and sales departments;
• stabilizing the quality of customer support, ensuring 100% courtesy;
• the possibility of peaceful resolution of complex conflict situations;
• easy adaptation to any corporate style and tone of communication.

If you are already looking at automating your support service desk using artificial intelligence, contact Start.Duck specialists. We not only use proven tools, but also look to the future, developing individual solutions for our customers. This is the best way to improve your business efficiency while improving customer service while reducing costs.