Did you know that customer service contributes to 45% of a company's commercial success? Neglecting this aspect exposes an organisation to serious after-sales service and customer relationship problems. With the rise of artificial intelligence (AI), companies are prioritising the continuous improvement of their customer service, for both loyal and new customers. This article explores the link between AI and customer service, and reveals how AI is transforming the daily lives of teams to deliver quality service.
Customers judge companies harshly if they are slow to respond to their needs. In this fast-paced world, they demand immediate and effective solutions to their problems or requests for assistance. According to HubSpot (2023), 90% of customers expect an instant response to their requests. Business Development Magazine (BDM) confirms this: consumers want quick and effortless solutions, or, failing that, responsive telephone contact, the most commonly used channel. Companies must therefore adapt quickly. AI plays a key role in meeting these expectations.
The role of AI in customer service.
1. Automation of routine tasks
AI improves the customer experience by automating repetitive tasks. It answers frequently asked questions, guides customers through troubleshooting and simplifies processes. Thanks to AI, companies are increasingly automating these activities, thereby reducing the workload on human teams.
2. Effective analysis of customer data
AI excels at analysing vast amounts of customer data. It identifies consumer trends, needs and concerns, enabling businesses to anticipate their expectations and optimise their services.
3. Customisation of interactions
AI makes every interaction unique by tailoring responses to customers' specific needs. This approach enhances the originality of customer service, builds customer loyalty and improves customer satisfaction.
4. Reduction in response times
AI speeds up request processing. Automated, seamless, and intuitive responses quickly satisfy customers, meeting their demand for speed and efficiency.
5. Better understanding of customer needs
AI helps businesses better understand customer expectations. It provides authentic and relevant responses, enhancing the quality of service offered.
Concrete examples of AI use in customer service
AI is gaining ground in customer service, and large companies are quickly adopting it. Here are three notable examples.
Uber Eats optimises its deliveries using AI. The algorithm analyses user preferences, calculates order preparation times, identifies the nearest restaurants and estimates delivery times. If there is a problem, an intuitive chatbot answers frequently asked questions, providing quick solutions to customers.
Sephora relies on a Messenger chatbot called Ora, available 24 hours a day. It responds to common requests, such as order status or product information, ensuring immediate and convenient assistance.
Spotifythe music streaming giant personalises the customer experience using AI. Its suggestions, based on user preferences, improve satisfaction and build subscriber loyalty.
Other use cases and AI tools for customer service
AI is used in numerous scenarios to optimise customer service, far beyond intelligent chatbots. The voicebots, for example, automate low-value-added calls, improve customer satisfaction, reduce operational costs and shorten processing times. More and more companies are adopting these tools, even though their use threatens certain jobs. Theauto-assistance (or self-service) offers another solution: it gives customers the autonomy they need to find answers in a matter of moments, without contacting customer service.
This article aims to demonstrate the advantages of AI in customer service, as mentioned earlier. What AI tools can companies use to optimise customer support? Among the thousands of software programmes available, three solutions stand out for their effectiveness.
a. Trengo
Trengo, an artificial intelligence tool, centralises conversation management across multiple platforms via a single dashboard. Its integrated chatbot, AI HelpMate, automatically handles customer enquiries and boosts team productivity.
b. Freshdesk
Freshdesk, an AI-powered customer support software, helps teams efficiently manage incoming queries. Its AI bot, Freddy, interacts with customers via email and chat, offering quick solutions when they encounter problems or need assistance.
c. Nextiva
Nextiva utilises natural language processing (NLP), a technology that enables machines to understand and generate natural language. This system ensures fluid and authentic conversations between customers and the bot, making Nextiva one of the best AI tools for high-quality two-way dialogue.
This article sheds light on the essential role of AI in customer service in 2025. Your company must now integrate AI into its main service areas to optimise its long-term performance. Adopt this technology to strengthen your image and adapt to changes in your environment.
