Examples of Companies Using AI For Customer Service

The world of customer service has rapidly changed over the past few years thanks to the ever-increasing usage of AI. CEOs now believe that customers are actually benefiting from the speedy response times and improved accuracy of AI over the years. Chatbots are at the front and center of this uprising, and it’s no surprise that everyone wants in on the power of these nifty platforms for their customers. Let’s take a look at several major companies using AI for customer service and how you can be a part of this group with Omind Connect and Engage.

But first, let’s take a look at what a chatbot entails and a few concrete reasons why you should invest in one. 

Features of a Chatbot

A chatbot is a software program, either automated or powered by artificial intelligence, that is designed to simulate human conversation over the internet. With the rising popularity in AI across the globe, chatbots too have found a place for AI in their workings. These digital assistants now utilize various AI-powered techniques to understand, process, and respond to user queries in a natural and engaging manner. Apart from NLP and machine learning, a few key AI features that enable chatbots to perform these tasks include:

• Dialog Management: This feature allows chatbots to maintain context during conversations, ensuring that responses are appropriate and relevant to the ongoing discussion.
  
• Sentiment Analysis: Chatbots can analyze the sentiment expressed in user messages, helping them to understand the user's emotional state and tailor their responses accordingly.
  
• Knowledge Base: A chatbot can be used to create a knowledge base that contains information which is vital for users or customers. This knowledge base can be pre-populated with data, or continuously updated through machine learning. While the latter does take some trial and error, it makes for a more robust knowledge base. 

Benefits of Chatbots

The integration of AI-powered chatbots into customer service operations offers some significant benefits:

Cost and Time Efficiency

• Reduced Labor Costs: Chatbots can handle a large volume of customer inquiries efficiently, reducing the workload on human agents, which can lead to significant cost savings for businesses as well.
  
• Faster Response Times: Chatbots can provide instant responses to customer queries, eliminating wait times. It can also lead to increased efficiency and productivity within the customer service team.
  
• Reduced Overhead Costs: By automating tasks, chatbots can help businesses reduce overhead costs associated with customer service operations. 

24/7 Support

• Uninterrupted Service: Chatbots can provide customer support around the clock, eliminating the need for human agents to be available at all times. This ensures that customers can always get the assistance they need, regardless of time zone or day of the week.
  
• Happier Customers: By offering consistent and timely support, chatbots can make sure that customers are satisfied with the service. Customers appreciate the convenience of being able to get help whenever they need it.
  
• Increased Accessibility: Chatbots can make customer support more accessible to customers with disabilities or those who prefer self-service options.

Data Collection and Analysis

• Valuable Insights: Chatbots can collect valuable data about customer interactions, including frequently asked questions, customer preferences, and feedback. Said data can be analyzed to optimize the customer experience.
  
• Personalized Service: By analyzing customer data, chatbots can provide personalized recommendations and tailored support, enhancing the overall customer experience.
  
• Data-Driven Decision Making: The insights gained from chatbot data can inform business decisions and drive continuous improvement in customer service operations.

The Companies Using AI For Customer Service

Now, let’s take a look at some of the biggest companies using AI for customer service and in what way. 

Omind

Omind offers a comprehensive solution for businesses seeking to use the power of AI in both customer service and marketing. Connect, our advanced AI chatbot, built with the now-popular Generative Pre-trained Transformer technology (GPT), delivers natural and engaging conversations that can answer customer questions and help resolve user issues. Omind's AI-based marketing automation platform, Engage, gives businesses the best features to automate repetitive tasks like email marketing, social media marketing and more. Our tech solutions are also multilingual and have helped partners in the banking, fintech, travel and other industries give their customers a much more holistic experience. 

Expedia

Expedia, a leading online travel agency, has recently integrated generative AI and conversational trip planning into its platform, allowing users to compare hotels, track flight prices, and collaborate with others on trip planning. By providing more intuitive and detailed answers instantaneously, Expedia has significantly improved the overall trip planning experience. This was introduced in 2023 and has intelligent features such as hotel recommendations based on conversations with friends. 

Google

If you haven’t seen or heard of Gemini yet, Google’s AI assistant, formerly known as Bard, has now become a mainstay in Android phones and Google’s search engine itself, giving customers AI-based answers and opinions based on search history or inputs. Google has also been experimenting with AI-powered features to enhance its online shopping experience. One such feature launched in 2023 is the online try-on feature, which uses generative AI to realistically adapt clothing images to different body types. 

Delta Airlines

 Not very long ago, Delta Airlines implemented a chatbot called 'Ask Delta' to handle customer inquiries related to check-in, bag tracking, and flight finding. The chatbot is currently capable of providing detailed responses at lightning speed, and has worked so well that it’s reduced the number of calls for their call center by 20%.

H&M

H&M, the Swedish fashion retailer, has integrated an AI-powered voice assistant into its mobile app. It can help customers find clothing and accessories, answer frequently asked questions, and assist with orders. By doing so, H&M has reduced response times by 70%, enhanced the customer experience, and reduced the load on its service team.

AirHelp

AirHelp, a company that helps passengers claim compensation for delayed, canceled, or overbooked flights, has implemented an AI solution to handle customer queries. This solution automates the process of collecting requests, assigning them to service agents, and monitoring social channels. 

AI For The Win

Generative AI chatbots and AI solutions are transforming the customer service landscape across various industries. By improving efficiency to enable 24/7 support, and generating valuable data insights, these technologies are enhancing brand recognition and customer retention. As AI continues to evolve, we can expect to see even more innovative and effective customer service solutions in the future.

For a comprehensive look into the future of customer service and chatbots, and to become one of the many companies using AI in customer service, book a demo with Omind to see what our solutions can do for you. Click here to schedule the demo. 

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