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Gone are the days when business processes and long phone calls were handled through manual customer support. In today’s rapidly evolving business world, generative AI for customer service is leading the chart, automating customer interactions that were once handled manually and providing companies with a way to stand out.

Generative AI uses sophisticated machine learning and natural language processing (NLP) to understand and automate complex customer inquiries in call centers, increasing efficiency and reshaping customer experiences.

In this blog post, we will discuss how to use AI for customer service, why leading companies use artificial intelligence for customer service, and top companies leveraging AI in customer service. So, stay connected until the last word.

How to Use Conversational AI in Customer Support?

When it comes to customer service, businesses leverage AI to improve customer satisfaction, reduce response times, and enrich brand interactions. Instead of spending a lot of time responding to customer queries, AI chatbots offer flexibility to focus on activities that actually require human-to-human interactions.

According to a report by Gitnux, 80% of companies’ CEOs either use conversational AI to manage client’s queries or plan to start proceedings. Another study shows that 83% of companies claim that artificial intelligence improves customer assistance quality, leading to more satisfaction and revenue. This is likely because over 40% of customers don’t care whether they are talking to a bot or a real person as long as their queries are answered and solved quickly.

Moreover, collecting and analyzing large data volumes using artificial intelligence helps companies understand customer queries and offer personalized experience in a better way. This increases engagement and creates meaningful interaction for customers.

But the question is how brands use it in their work.

Below are some examples that will clear the concept of using AI in customer service.

Generative AI Chatbots for Customer Service

Modern chatbots are fast, efficient, and always learning, which saves businesses money and time. They help businesses ensure a timely and relevant response to each customer.

For example, Clepher’s e-commerce chat automates customer inquiries, significantly reducing support expenses, cutting down average response time, and improving customer experience and satisfaction level.

Automated Helpdesk

An AI-automated helpdesk improves user experience and helps your customer service team respond to queries easily. Statistics show that 91% of the service agents are of the view that a help desk increases productivity levels by default.

Helpdesks automated with artificial intelligence can make it easy to manage and resolve customer queries systematically, leading to higher productivity and improved customer experience. For example, with AI-powered ticketing system features, companies can assign tickets to the most reliable agents, considering their expertise and workload.

Combine Live Chat and Chatbots Together

Leveraging bots services doesn’t mean there is no need of human assistance. At the end of the day, you will need some human assistance for better experience.

Therefore, combine various bot types and live chat apps with the expertise of trained support agents to achieve your goals. This way, you can smooth out the interactions and gain valuable insights about your customers by setting everything on autopilot. It allows your support agents to focus on other cases that require human-level assistance while bots will take care of the rest.

Why do Businesses Use Conversational AI to Improve Customer Service?

Leading companies leverage chatbots in customer service for the following reasons:

Cost-Effectiveness

Leveraging bots offer a cost-efficiency by automating customer inquiries, reducing the need for human agents, and delivering substantial cost savings.

Multi-Tasking Capability

Customer service based on human agents can handle limited customer queries simultaneously. Conversely, bots excel at managing numerous inquiries parallel. This way no customer remains unattended and receives timely response.

Instant Customer Support

Chatbots leverage immediate responses to customer queries, eliminating the need for long phone calls or email waiting times. This smooth and instant support enhances customer satisfaction and loyalty.

24/7 Availability

Bots are accessible 24/7, catering to global operations and customers from different regions and time zones. This way, customers around the world receive round-the-clock assistance whenever they need it.

Valuable Data Insights

Leveraging artificial intelligence helps businesses gain valuable customer insights, like determining common pain points, frequently asked questions, and areas for improvement. Considering this data helps improve product enhancements, service improvements, and overall customer satisfaction.

Personalization

Considering customer data and preferences, bots provide tailored responses and recommendations, increasing the overall client experience.

In essence, leading businesses harness the power of artificial intelligence in customer service to elevate their customer service capabilities and provide an exceptional user experience.

Leading Companies Using Generative AI in Customer Services

The use of generative AI in customer service is revolutionizing the online field as companies seek to improve customer service operations, improve cost-efficiency, and secure data more effectively.

Here is a detailed at the top companies utilizing generative artificial intelligence technologies to help their customers.

Clepher

Clepher is a leading chatbot builder that leverages generative AI to significantly enhance the efficiency and effectiveness of customer operations. It uses machine learning and natural language processing to analyze customer data, providing agents with real-time feedback, and suggestions to optimize customer satisfaction and conversion quality.

Main Objectives:

The company aimed to provide timely responses to customer queries and reduce the load of frequently asked questions requiring a lot of time from the support team. Therefore, they tried to implement automation without losing the personalization and unique client experience.

With more than 220 templates, the company is helping customers with its unique services. They are helping social media influencers with their Instagram bot to automate likes and follows, businesses with their e-commerce bots to improve sales by providing customer-oriented support, and HR bots helping in human resource management.

Moreover, their SMS chatbot converses with customers through texts incorporating marketing campaigns and answers their queries in real-time, leading to more conversions.

Results:

• Clepher’s use of generative artificial intelligence has helped social media users, especially Instagram users, to automate their likes, follows, and post interactions.
• Their generative handles up to 80% of customer queries, reducing the need for human agents.
• More than 220 templates help customer get their desired chatbot for specified functions.
• Their e-commerce chatbot is making waves in the e-commerce field with its timely responses and excellent market insights.
• Its integration with OpenAI has allowed Clepher to give customers a more efficient and pleasant business experience while greatly reducing the load on the customer support team.

AirHelp

AirHelp is renowned air services that assists airline passengers with canceled, overlooked, or delayed flights. The service had helped more than 16 million passengers to avail compensation if they face any issue with airlines.

With a constant flow of messages, AirHelp uses various communication channels to reply in real-time at scale. This has become possible only through automation with artificial intelligence that gathers and prioritizes so many tickets at the same time.

Main Objectives:

AirHelp aimed for a solution that would gather requests, assign them relevant agents, and prioritize tickets considering customer urgency. Its bots take the responsibility of facilitating thousands of customers, while human agents can focus on more complex requests.

However, most customer contacting AirHelp for assistance are pretty stressed as they are facing issues regarding their flights.

Results:

• The AirHelp improved the average response time by 65%
• AirHelp’s artificial intelligence technology monitors their social media channels, watching over pages in 16 languages at a time to inform the support team of any potential risk regarding terms and conversations.
• Their conversational AI service handled complex queries in real-time, assigned them to support agents, and never kept stressed out customer waiting.

H&M

H&M, renowned retail giant, has been using artificial intelligence for customer support for a while now. They are offering an exceptionally useful retail customer service through their chabots. Their bots assist with product information, availability, sizing, delivery options, refund, and more.

Main Objectives:

H&M aimed to use a customer-oriented chatbot that would provide 24/7 support. Their they introduced one called H&M Virtual Assistant that serves as a personal shopping assistant, gives advice on sizing and suggests personalized outfits. It also answers customer questions regarding returns, sore whereabouts, and operating times.

The chatbot attracts customers by posing a series of questions regarding their style preferences and adds images of clothes to help users with their style-related confusion. Users can also browse pre-existing outfits and choose according to their taste by giving a like with this chatbot.

Results:

• H&M’s artificial intelligence-based bots help shoppers to browse for clothing and accessories online with ease.
• Their generative AI tool cut the response time by 70% compared to human assistance.
• Through their mobile app, shoppers use voice search through an AI-powered voice assistant.
• H&M’s reliance on AI provides customers with a more efficient and pleasant shopping experience while reducing the workload of their support team.

Amazon

Amazon is one of the leading companies that has successfully harness the power of AI bots for customer service. the e-commerce giant has used bots to assist customer in order tracking, product recommendations, and returns.

Main Objectives:

due to its vast customer base, Amazon aimed to provide scalable customer service that can help customer track their orders, inquire about estimated delivery times, and receive real-time updates with the need to interact with their support agents.

Moreover, Amazon used chatbots to provide customers with personalized product recommendations. They also aimed to check customer’s browsing and purchasing history. Therefore, they implemented artificial intelligence bots for this task.

Results:

• With the help of chatbots, Amazon provided an enhanced user experience.
• Chatbots helped the e-commerce giant to handle a large volume of customer queries, reducing the response time.
• They are providing round-the-clock customer support globally.
• Users will get personalized product recommendations.
• Their chatbots save on staffing costs and help support members to focus on more complex customer issues.

KFC

KFC is another great example of a leading food brand that uses AI to provide a personalized shopping experience. The brand collaborated with the Chinese search engine named Baidu to develop facial recognition technology that predicts what a customer is looking to order.

Main Objectives:

The system looked to automate the process of suggesting different menu items based on the customer’s mood and age. They also aimed to speed up the ordering process and provide personalization that customers can enjoy.

Results:

• This innovative solution engages customers with different menu items in the suggestions.
• People of different age groups can order their favorite food according to their taste.
• Quick ordering process handled through chatbots saves customers valuable time.
• Audiences can try it with speed personalization.

Final Words About Companies That Use AI Customer Service

Using AI in customer support is a revolutionary trend and a transformative shift that increases customer experience and operational efficiency. Above we have discussed top 5 companies that leverage generative AI to improve customer retention, reduced operational cost savings, and provide round-the-clock customer service.

Among these companies, Clepher is leading the chart in using diverse AI chatbots to streamline processes in different fields like e-commerce, social media, and human resource management. Its AI-driven chatbots also empower agents to deliver service excellence.

So, revolutionize your customer service operations by incorporating AI!

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