The Truth About AI for Customer Support: Better for Business

Customer support is the backbone of any business, especially for small and medium-sized enterprises (SMEs) striving to create a loyal customer base. With Artificial Intelligence (AI) reshaping industries, customer support has entered a transformative era. In fact, according to businesses using AI to support their staff, they have been able to handle, on average 13.8% more customer inquiries per hour. And with 90% of customers expecting an instant response to their queries, AI can only be a positive thing.

But how does this translate to VoIP services, and why should SMEs in the UK care? Let’s dive in and uncover the truth about AI-powered customer service.

How AI improves VoIP customer support

AI has revolutionised VoIP customer How is AI used in customer support?

AI is used in chatbots, call routing, voice recognition, and sentiment analysis to enhance efficiency and customer satisfaction.

What is the best AI for customer service?

The best AI tools for customer service depend on your business needs. At SwitchboardFREE we combine AI with our VoIP service, please see our website for more details.

Can AI replace customer support?

AI can handle repetitive tasks, but it cannot replace the human touch required for complex issues. Instead, it works best as a complementary tool.

Can I use ChatGPT for customer service?

Yes! ChatGPT can draft responses, provide answers, and assist agents in real-time, enhancing support quality., making it smarter, faster, and more reliable. Here’s how:

1. Automated call routing: AI algorithms can analyse caller queries in real-time and route them to the most suitable agent or department. This eliminates the frustration of being bounced between agents.
2. AI-powered chatbots: Many businesses now use chatbots to handle FAQs and simple tasks, such as checking account details or troubleshooting. This allows human agents to focus on complex issues.
3. Voice recognition: Advanced AI keyword recognition can identify keywords or phrases to understand a caller’s needs and expedite solutions.
4. Sentiment analysis: AI tools can detect customer emotions during interactions, enabling agents to adjust their approach and improve outcomes.

The benefits of AI for customer support

Using AI in customer support isn’t just about staying competitive; it delivers measurable results. Here are the key advantages:

• Faster response times: Chatbots and automated systems provide instant answers to common queries, reducing waiting times.
• Improved accuracy: AI tools minimise human error by offering consistent responses.
• Enhanced customer satisfaction: Faster resolutions and personalised support create happier customers.
• Cost savings: Automating routine tasks reduces the need for large customer support teams, which is especially beneficial for SMEs and their bottom lines.

Real-life example: NatWest Bank

NatWest has implemented AI-driven chatbots like ‘Cora’ to assist customers with basic banking queries. This move has reduced call volumes and increased efficiency, freeing up agents to handle complex issues.

Overcoming challenges of AI in customer support

While AI offers numerous benefits, its integration can come with challenges. Here’s how SMEs can address them:

1. Initial costs of implementation: AI systems can be expensive upfront. To manage costs, start with scalable options, such as chatbots, and gradually expand.
2. Job displacement concerns: Employees may worry about job security. Address these fears by positioning AI as a tool to support teams rather than replace them.
3. Customer trust issues: Some customers prefer human interaction. Build trust by offering hybrid support models that combine AI with human agents.

By adopting a gradual rollout and educating both employees and customers about AI’s benefits, businesses can maximise success.

How UK businesses are benefiting from AI

AI adoption among UK SMEs is growing. According to a recent study, 63% of UK businesses are already using or planning to use AI for customer support. This uptake is driven by the clear advantages AI offers, particularly in improving efficiency and reducing costs.

Additionally, global data shows that integrating AI into customer support can reduce costs by 35% and increase revenue by 32%. Plus, staff have reported that they feel less overwhelmed in their position which has increased their own productivity. These trends highlight the relevance of AI for SMEs looking to stay competitive.

Emerging trends in AI for customer support

The AI landscape is evolving, offering exciting opportunities for any business:

1. AI-driven personalisation: Advanced algorithms enable personalised interactions, such as tailored recommendations based on customer history.
2. Real-time translation: AI-powered tools can provide instant translation services, making support accessible to diverse customer bases.
3. Predictive analytics: AI can analyse past interactions to anticipate customer needs, allowing businesses to proactively address issues.

The environmental impact of AI in VoIP customer support

AI not only improves efficiency but also contributes to sustainability goals:

• Reducing paper-based processes: Digital support systems eliminate the need for paper documentation.
• Energy efficiency: AI-optimised VoIP systems reduce energy consumption compared to traditional phone systems.

By adopting AI, businesses can enhance customer support while minimising their environmental footprint.

Actionable tips for integrating AI into your VoIP customer support

Here are some practical steps for businesses looking to harness AI for customer support:

1. Start small: Begin by using AI-powered chatbots for FAQs or to manage initial customer interactions efficiently.
2. Use automated call routing: Set up AI systems to intelligently direct calls based on customer needs.
3. Train your team: Ensure staff understand how to work alongside AI tools to provide the best support.
4. Monitor and adapt: Use analytics to track AI performance and make improvements.
5. Calculate ROI: Use tools like cost-savings calculators to measure the impact of AI on your business.

FAQs