Artificial Intelligence in Customer Service: A Way to Go!

Artificial Intelligence (AI) has tremendous potential to be used in customer service. In broad spectrum, two modes of this tech infusion can be seen as of today. First one may include customer service robots, along with automated customer service care-sites that can generate customer solutions based on pre-assigned algorithm. Another avenue could be the human agents assisted by AI assets. The good news is that both of these are actually happening now. Customer service care-sites mapped with solutions for repetitive customer complaints are not new. However, the sophistication over time is amazing. Uber has its own AI lab to enhance customer experience that is already being created by using intelligent network.  Google is planning for robot-assisted surgeries. And there are more! Online Chatbots are taking care of many types of customer services like returns and refunds that are reducing customer care costs. With Big Data and analytics taking over intuitive decision-making, full-fledged AI-based customer service will be a reality soon. What do you think?




About 1mmarketing

Working as Associate Professor, School of Business, United International University, Bangladesh; a North-American graduate, with doctoral studies from UUM, Malaysia; cherishing a wide-view of the world, with multiple interests in culture, people, traveling, and specifically marketing science. I have a colorful and diversified background with a blend of corporate experience, research, consulting, training, public speaking and teaching. I love to write about marketing issues that affect our lives, and talk about its direction that would promote the greatest human welfare.
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