🤖 How AI is Revolutionizing Customer Service in Retail
In recent years, generative AI technology has seen significant growth, infiltrating everyday apps, software, and businesses. The retail space is in need of these innovations as well, as customer satisfaction is at a 17-year low. Despite technological advancements, call centers and retailers are stuck with legacy FAQ bots. However, airkit.ai set out to change the retail space with the launch of its latest AI product, which will update the customer experience, making it faster, more intelligent, and seamless.
Table of Contents
- Introduction
- The Problem with Legacy FAQ Bots
- The Benefits of Airkit.ai for Commerce
- How Airkit.ai is Training AI Models
- The Future of Customer Service Experience
- Addressing Concerns About AI
- Pros and Cons of AI in Customer Service
- Highlights
- FAQ
Introduction
Airkit.ai is a company that started five years ago to help every business launch incredible customer experiences. The company's latest AI product, airkit.ai for Commerce, leverages AI agent technology to help service teams exceed their customers' expectations in very helpful and unexpected ways. The goal is to resolve customer issues in the context of a conversation, making it faster and more efficient.
The Problem with Legacy FAQ Bots
Major retailers and e-commerce brands are using what we call FAQ bots. The goal of these bots is to deflect the customer from an expensive channel like a live voice into a digital experience like a help center article. However, this deflection doesn't actually resolve the customer's needs. Airkit.ai for Commerce is focused on resolutions in the context of a conversation. Customers can return an order, change a subscription, change their address, get a product recommendation, and have it resolved on the spot.
The Benefits of Airkit.ai for Commerce
Airkit.ai for Commerce is focused on driving 90 resolutions with customers. Instead of having to deflect and try to resolve an issue themselves, customers can resolve it on the spot. By resolving immediately, follow-on tickets that usually are created within companies are eliminated upfront. Airkit.ai for Commerce is training the models on business policies automatically by looking at past interactions and any written documentation. The company is also able to get context by looking into core systems to understand the history of customer communications.
How Airkit.ai is Training AI Models
Airkit.ai is replicating what the ideal customer service representative is able to do. The best service experience is when a representative can provide context to the interaction, has a sense of the customer's order history, communication, and preferences, can make recommendations, and has knowledge of the company's business policies. These representatives also have access to all the core systems of a business. Airkit.ai for Commerce is training the models on business policies automatically by looking at past interactions and any written documentation. The company is also able to get context by looking into core systems to understand the history of customer communications.
The Future of Customer Service Experience
The customer journey and interactions between marketing, sales, and service have been very siloed and developed over time based on the departments and the structure of the organization. The opportunity with generative AI is to break down those silos between the departments. The future of customer service experience is to create a perfect continuous journey from start to finish, breaking down the silos between the departments of marketing, sales, and service.
Addressing Concerns About AI
Some people are not comfortable with sharing personal information with AI, and some of the risks could potentially be involved. Airkit.ai is a completely opt-in model, and at any point in time, customers can always escalate to a live person. It's really up to the consumer to decide how they want to interact with the brand. The key is they can interact with the brand across really any channel, whether it's on the website, on their mobile device, or on a text message.
Pros and Cons of AI in Customer Service
Pros:
- Faster resolution times
- 24/7 availability
- Cost-effective
- Personalized experiences
- Increased efficiency
Cons:
- Lack of human touch
- Limited ability to handle complex issues
- Privacy concerns
- Potential for errors in AI models
Highlights
- Airkit.ai for Commerce is an AI product that updates the customer experience, making it faster, more intelligent, and seamless.
- The goal is to resolve customer issues in the context of a conversation, making it faster and more efficient.
- Airkit.ai for Commerce is focused on driving 90 resolutions with customers.
- The future of customer service experience is to create a perfect continuous journey from start to finish, breaking down the silos between the departments of marketing, sales, and service.
FAQ
Q: What is airkit.ai for Commerce?
A: Airkit.ai for Commerce is an AI product that updates the customer experience, making it faster, more intelligent, and seamless.
Q: What are the benefits of airkit.ai for Commerce?
A: Airkit.ai for Commerce is focused on driving 90 resolutions with customers. Instead of having to deflect and try to resolve an issue themselves, customers can resolve it on the spot.
Q: What are the pros and cons of AI in customer service?
A: Pros include faster resolution times, 24/7 availability, cost-effectiveness, personalized experiences, and increased efficiency. Cons include a lack of human touch, limited ability to handle complex issues, privacy concerns, and potential for errors in AI models.
Resources:
- https://www.voc.ai/product/ai-chatbot (AI Chatbot product)
