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A comprehensive guide to AI in customer service

AI is having a significant impact on customer service, from assisting agents in resolving issues quickly and empowering customers to find answers easily to helping leaders gain quick insights. Find out how AI can be used in customer service and the best way to incorporate it into your customer service operations.

Frequently asked questions

Expand All
What is the difference between traditional AI and generative AI?

Earlier, it was simple if and then statements that did the job of automating tasks and increasing productivity. As more data came into picture, artificial intelligence could be trained to make decisions, predict outcomes, and simplify business operations with less human intervention. This came to be known as traditional AI, also referred to as narrow or weak AI.

As the AI space evolved over the years, there were constant efforts to make it more sophisticated. One step towards this was the introduction of generative AI.

Generative AI can create new content within a few seconds from the massive data it is learning from. To simplify, imagine having a library that stores countless books on a wide variety of topics in different languages—and you can not only retrieve information on any topic but also generate completely new materials based on that data in the blink of an eye. That's generative AI.

How can we keep our data secure while using AI in customer service?

Here are a few ways to keep your data secure while leveraging the power of AI in customer service:

Data compliance and regulation: Review whether the vendor meets the privacy and security guidelines required for your business operations.

Data specifications: Understand how and what data is being processed by the AI solution.

Access permissions: Check whether the software allows you to control access permission levels for specific fields.

Employee training: Train your employees to use AI with discretion so they can deal with your cutsomers' data safely.

Zoho Desk complies with data regulations like HIPAA and GDPR to ensure you deliver secure and reliable experiences to your customers. Even when you use the ChatGPT integration, rest assured that your customers' details are safe by masking specific fields before they're sent to ChatGPT for processing.

How do you make an AI customer service bot?

Building an AI bot is simple with Zoho Desk. All that you need is a knowledge base with a minimum of 30 articles in it. Select the department from which you want the bot to use articles, and in no time, you'll have your AI bot ready to go. It can answer the customer's and agent's questions instantly by fetching essential information from the knowledge base.

How is AI used in customer service now?

Here are a few ways in which AI is used in customer service:

Chatbot

Ticket automation

Sentiment analysis

Response creation

Ticket summarization

Ticket activity prediction

Ticket categorization

Read more

Are chatbots the future of customer service?

The accuracy of chatbot responses is increasing by the day with the ongoing advancements in AI. While its use by businesses is on the rise, there's still a need for human assistance to ensure customers are satisfied with their support experiences. Combining the power of AI and human intelligence will help businesses achieve the best outcome.

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