AI generates more cross-selling
Posted: Wed Feb 19, 2025 5:10 am
The companies that were the first to invest in advanced customer service are today carrying out this mission through apps and new interfaces such as easy payment systems. The other companies, laggards on this front, are trying to catch up. McKinsey classifies this process on a continuum of five levels of maturity in implementing artificial intelligence for customer engagement. Companies at the first level have customer service almost entirely managed by employees, while those located at the fifth level perform 95% of customer support functions thanks to AI and digital channels.
In particular, they use self-service tools, revisited apps, new hong kong telegram data interfaces, dynamic interactive voice response systems (IVR) and chat. However, we must not misunderstand: the intense use of artificial intelligence does not replace employees, but enhances them. AI supports users in all channels of the company, for example in self-service channels, such as chatbots, but also assists customer service teams in real time, for example it supports them in assisting users with requests that arrive on social platforms. Indeed, artificial intelligence can help the company to predict complaints and problems, guaranteeing a sort of "preventive" or in any case "just in time" assistance in respect of the moment of the report by the customer.
The advantages of using artificial intelligence in customer service In this customer service innovation process, as we have seen, artificial intelligence reigns supreme. Again according to McKinsey, in addition to its renowned potential to increase user engagement, and upselling opportunities and reduces the cost of customer service operations. But its benefits don't end there . Improved customer support flows Artificial intelligence can be used to quickly respond to customer concerns, for example through tools such as chatbots , which streamline the operations of the customer service team.
In particular, they use self-service tools, revisited apps, new hong kong telegram data interfaces, dynamic interactive voice response systems (IVR) and chat. However, we must not misunderstand: the intense use of artificial intelligence does not replace employees, but enhances them. AI supports users in all channels of the company, for example in self-service channels, such as chatbots, but also assists customer service teams in real time, for example it supports them in assisting users with requests that arrive on social platforms. Indeed, artificial intelligence can help the company to predict complaints and problems, guaranteeing a sort of "preventive" or in any case "just in time" assistance in respect of the moment of the report by the customer.
The advantages of using artificial intelligence in customer service In this customer service innovation process, as we have seen, artificial intelligence reigns supreme. Again according to McKinsey, in addition to its renowned potential to increase user engagement, and upselling opportunities and reduces the cost of customer service operations. But its benefits don't end there . Improved customer support flows Artificial intelligence can be used to quickly respond to customer concerns, for example through tools such as chatbots , which streamline the operations of the customer service team.