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Extractive summaries and key takeaways from the articles curated from TOP TEN BUSINESS MAGAZINES to promote informed business decision-making | Since September 2017 | Week 314 | September 15-21, 2023

5 Ways to Achieve A.I.-Powered Customer Service

By Tom Taulli | Inc Magazine | September 21, 2023

Extractive Summary of the Article | Listen

Artificial intelligence has the potential to improve just about any part of a business. Just look at customer service, which is an area that is challenging for small businesses. Even a small improvement can go a long way in making a difference.   Let’s see how A.I. can help.

Go Beyond ChatGPT.  While ChatGPT is powerful, there are other sophisticated chatbots to check out as well. They include Google’s Bard and Anthropic’s Claude. These systems are based on cutting-edge generative A.I. systems and huge amounts of training data. Bard is also free and Claude has a free tier.

Train Your Employees.  Getting support agents up to speed is no easy task. But ChatGPT, Bard, and Claude can help.  You can use these systems to create summaries and explainers for your company’s products and services. Then you can have the A.I. come up with questions to test the employees’ knowledge and progress.  Something else that is useful is teaching communications skills. A.I. can come up with content to provide guidance on active listening, how to make empathic responses, and how to deal with difficult conversations.  Then there is role-playing. You can come up with different scenarios and the A.I. will suggest the best ways of handling them. 

Get Ideas.  A.I. can be a virtual consultant for developing strategies for your customer support system. There will not be huge hourly fees to shell out and the advice is available 24/7.  Some ways to spark ideas:   “What are ways to improve customer loyalty?”  “Provide tips for creating an effective customer loyalty program.”

Create FAQs and Knowledgebase Articles.  These can be helpful with self-serve, which often improves satisfaction scores and lowers costs of support. ChatGPT, Bard, and Claude are effective in creating this type of content. They can also base this on customer support tickets for greater personalization. Whenever there are product or service updates, the A.I. can easily make the changes. It can also help to categorize the FAQs and knowledgebase articles according to topics, products, and issues. This will make it easier for customers to navigate the content.

Use Real-Time Chatbots.  ChatGPT, Bard, and Claude are not built for interacting with customers. But there are various affordable chatbots that can provide this capability.  These are some to consider:    HubSpot, Zoho, and Freshwork.

2 key takeaways from the article

1. Artificial intelligence has the potential to improve just about any part of a business. Just look at customer service, which is an area that is challenging for small businesses. Even a small improvement can go a long way in making a difference.   
2. A.I. can help if you can go Go Beyond ChatGPT, Train Your Employees, Get Ideas, Create FAQs and Knowledgebase Articles, and Use Real-Time Chatbots.

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Topics:  Entrepreneurship, Marketing, Technology, Artificial Intelligence