How AI Is Changing Customer Service & What You Can Do to Keep Up


AI has revolutionized customer service. Nowadays, AI can automate mundane customer service tasks, deliver personalized experiences, and provide quicker, more accurate responses.

Any business should prioritize outstanding customer service, from small local shops to large multinational corporations. Business owners must stay

up-to-date with useful tools, like AI, to provide excellent customer service.But is it possible for

AI-powered services to replace your Customer Care team?In this blog post, we’ll look at what AI can and can’t do, how it changes customer service, and what you can do to keep up.

What Does AI Mean?

Before we jump into the trends of using AI in customer service, let’s break down what AI means.

When we mention AI, aka artificial intelligence, we usually refer to machine learning. They can improve their performance as they process data and complete tasks. For example, search engines, online marketplaces, and movie streaming services all use machine learning to improve their customers’ experiences.

AI can collect customer data and create powerful insights, deliver personalized experiences, and improve productivity. AI can be a great tool for business. This, in turn, is crucial to encourage customers to order from you again. That, in turn, is crucial to encourage customers to order from you again.

What customer service professionals think about AI based on the survey by Dialpad

An excellent customer experience helps attract new customers, too: 59% of consumers say they would recommend a brand to a friend because of its customer service.

  • Now that we understand what AI means in customer assistance, let’s look at some of the most popular trends.Streamline the Shopping Experience with
  • Self-Service Solutions

More often than not, shoppers contact customer service with simple questions. The most common questions are about shipping statuses or return policies. These questions don’t necessarily need to be handled by a


solutions like chatbots on websites can handle basic queries.

Chatbots are computer programs designed to simulate conversation. AI chatbots help customers track their orders and find answers to simple questions immediately. Chatbots are useful when customers need answers to simple questions as quickly as possible;

or when they don’t want to talkto a real person. Moreover, 60% of customers prefer to resolve issues without talking to a service agent when shopping online.Chatbots are mostly helpful when:

A customer needs an answer to

simple questions as quickly as possible


  • A customer doesn’t want to talk to a real person.
  • Although chatbots can direct shoppers with complex questions to the appropriate customer service channels, businesses should not exclusively rely on chatbots for customer service. To ensure good customer service, provide both automated and human-based solutions. The latter should be easily accessible to

customers–no one likes to jump through hoops to reach a human representative.Provide Personalized Interaction and RecommendationsPersonalization in customer service means providing product recommendations and tailored offers based on a customer’s preferences.According to Zendesk’s consumer trend report, while personalization is in demand, many brands underestimate its importance. In fact:

76% of customers

expect personalization

from brands;

  • 62% of consumers think companies could be better at personalization.
  • That’s where AI-powered technologies come in.

AI-driven chatbots or virtual agents can analyze customers’ past purchases, interests, demographics, and behavior to deliver tailored recommendations in real time.For example, Amazon’s recommendation system is AI-based. It analyzes customers’ purchase history, search records, and behavioral data to predict and suggest products they might be interested in. Their personalized approach has significantly boosted customer engagement and sales for Amazon. Speed of Customer Service TasksAI can help businesses analyze the nature of customer requests before assigning them to a customer service agent. The AI tools will analyze the problem, urgency and emotion of the customer. Then they automatically sort customer requests and assign them to the appropriate agent.

For example, you can automatically assign your most experienced agents to handle complex cases and let your newer representatives address more straightforward tickets.

Many tools, such as ad platforms, automatically identify a comment’s sentiment

Additionally, it may be helpful to have representatives who are solely responsible for urgent and


requests. It is important to resolve unfavorable customer requests quickly. 42% of consumers say they would stop buying from a brand after two negative service experiences.

Process Customer Feedback More EfficientlyNatural language processing is a central component of AI-powered

customer service. Algorithms and machine learning are used to collect, analyze, and classify customer interactions. AI can be used by businesses to better understand how customers react and respond to products. AI copywriting is particularly helpful. It can help speed up the response to reviews. A reply to a negative review generated by AI

It is important to respond quickly to any feedback, but especially to negative reviews, to keep your customers happy. Today, customers often ask questions or share complaints on social media. Brands must respond faster than ever. According to Statista, 28% of global consumers expect to receive a response in an hour, while 37% want a response within the same day.Results of the survey What is your expected response time for social media questions or complaints? (Source: Statista)What You Can Do to Keep Up with Customer Service Trends

Using AI to augment customer service provides benefits to businesses and their customers. As such, companies that leverage AI in customer service are more likely to stay competitive.

While larger companies may invest more in


product recommendation systems, small businesses should keep up with the trends. Conveniently, business owners can stay


without breaking the bank.

Here are some quick ways to stay relevant and provide stellar customer service, even with a small team of reps:Use chatbots to handle commonly asked questions about products, refunds, shipping, and other topics. You can select from a variety of customer service chatbots if you have an Ecwid store. These include Tidio, Chaport and Desku. Marsello, for example, allows you to create SMS, email, and loyalty campaigns based on the shopping habits of your customers. Use customer communication platforms for personalization and to better understand the purchase behaviors of your customers. Be open to new tools that can help you improve customer service. For example, test a tool developed to reduce wait time or automate repetitive tasks.Monitor customer reviews and feedback. Identify areas for improvement. Set up a customer service system that is effective. Use Ecwid’s built-in Facebook live chat or integrate a


  • platform like Zendesk.
  • Businesses of all sizes should use
  • AI-powered
  • tools to provide better customer service. AI helps businesses stay competitive by optimizing mundane tasks, among other benefits.
  • For more tips on how to use AI for your business, check out the following article:
  • Top AI-Based Tools to Streamline Business ProcessesRead moreWrap Up

AI technology gives customers the convenience and speed they desire in customer service. We as business owners must begin to use these tools for our benefit. AI can provide that quickly and on a massive scale. AI can provide that quickly and on a massive scale.We recommend taking small steps toward integrating AI into your store, such as:Exploring