The Future of Customer Service with AI

Empower decision makers to make more informed decisions on an artificial intelligence strategy

The Future of Customer Service with Artificial Intelligence

By 2020, customer care is predicted to overtake product and price as the number one way for a business to differentiate itself (REF). Today, consumers expect omni-channel contact ability, conversational self-service interfaces, and fast seamless resolutions. Businesses are innovating to meet these needs by applying AI to customer care. According to a recent study by Oracle, nearly 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020 (REF).

This whitepaper highlights the following key topics:

  1. Six common applications of AI in customer service
  2. Quantifiable results from AI implementations in customer care
  3. AI and machine learning terminology
  4. Buy versus build considerations
  5. Vendor evaluation criteria and questions to address

The report touches on the many ways AI is being integrated into customer service. It describes various AI functionalities including intelligent self-service, virtual agents, emotional intelligence software, enhanced knowledge base search and natural language support response generation. It describes each application with relevant data points and examples. By adopting intelligent automated customer service strategies, many companies have realized significant impact on the bottom line through decreased costs, increased revenues, greater customer satisfaction and improved agent performance.

This report empowers decision makers to make more informed decisions on an AI strategy. It covers the essential buy vs build question and highlights the critical questions to ask of any potential AI vendor.

ORACLE WEIGHS IN

Nearly 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020. - Recent Oracle Study