Will AI dominate the customer service industry?
The future of Xfinity Customer Service
Artificial Intelligence (AI) has often been touted as the new electricity. While AI technology is relatively new and in its infancy, significant advances imply the possibilities are limitless. One area that is eyed by AI developers, is the field of customer service. Imagine calling Xfinity customer service, talking to an agent and getting your query addressed. Only later do you find out it was not a real person, to begin with? In real life, the technology isn’t advanced enough to take on full human customer service functions yet.
However, experts claim conversational interfaces will be the most significant consumer-oriented AI innovation in the near future. So it’s not too much of a stretch to imagine Xfinity internet customer service addressing your needs via AI within a few years. In a nutshell, many initiatives are already focusing on AI applications for business use, especially in customer service. So it does not strain credulity when we say AI will indeed dominate this segment in the near future.
Messaging augmented by AI
Human and machine working together
One piece of AI tech that has been reasonably well-demonstrated commercially is AI augmented messaging. This is especially useful in live chats. In essence, a human agent and a bot work together, sticking to their strengths. The AI handles routine, simple queries that would otherwise take up the human agent’s time. The human handles complicated queries that the AI can’t. This division of labor significantly increases productivity and efficiency.
If Xfinity customer service chat were to integrate AI augmentation, it would be impossible to differentiate between human and bot. And simultaneously, the productive efficiency of the department as a whole would increase. Xfinity customer service chat may involve bots to handle the simpler tasks, leaving agents free to respond to human-specific ones.
AI Routing and sorting email queries
Saving time and ensuring correct actions
One of the biggest issues faced by Xfinity internet customer service is reading and understand each email. This is a time-consuming process, especially so in a field where fast responses are important. This is where AI can significantly make the process easier. An AI can scan emails, sorting and routing them to the correct people for necessary action. The AI also learns from the interactions these people have with the customers, increasing its efficiency.
The AI can be positioned to respond to repetitive queries. This ensures support during service disruptions or large volume spikes. The AI can also suggest appropriate responses to human agents, saving them from having to consult templates or scripts. It allows humans to delegate routine tasks, making time for them to create a better customer experience. A future, AI-supported Xfinity internet customer service will be able to provide a higher standard of customer care.
Phone calls enhanced with AI
A potential game-changer for customer service
AI is much harder to use for voice-based interaction over the phone. There are just too many variables. Background noise, tone, accent, bad grammar, and other variables present problems to present-day AI. But that does not mean they have no practical applications in this area. Startup Cogito has developed an AI conversation analysis tool. This AI is based on behavioral science as well as machine learning.
What it does is listen to conversations, analyzing the tone and content of the conversation. Using this, it gains real-time insights into both the customer’s needs and the agent’s response. Providing real-time suggestions and prompts to agents for a better call experience. An excellent tool to evaluate the efficiency of a call center, identifying both broad and narrow patterns. It is possible for mobile customer service to increase customer satisfaction and reduce call-backs significantly with AI.
Replacing human customer support with AI
Can AI really replace the human element?
AI can and is already replacing many traditionally human functions within the customer service industry. The ability to offer 24/7 support while saving potentially substantial costs is a compelling benefit for most companies to consider. As of now, AIs cannot yet fully replicate all aspects of a human agent in a customer service setting. But in many significant areas, there is no need to replicate the full human spectrum. Many giants in the food industry are already using AI to process incoming orders, without humans in the equation.
Banks are incorporating AI to handle tasks like balance checks, bill payments etc and saving on human capital. Currently, AI in customer service is the most popular use of AI after IT. A prediction that AI will completely operate Xfinity customer service is not entirely baseless. However, the nature and extent of this AI takeover can only be determined with time. In the meantime, the representatives at Xfinity internet customer service are ready and willing to support your needs.