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1、2Table of contentGlossary of terms Introduction to AI Latest artificial intelligence developmentsMachine learning explainedMain benefits for your business CS automation strategies Strategy 1:Respond to FAQs Strategy 2:Answer customer service questionsStrategy 3:Support operators with a reply assista
2、ntStrategy 4:Analyze intentsStrategy 5:Search through smart viewsStrategy 6:Segment audienceStrategy 7:Tailor recommendationsStrategy 8:Onboard customersStrategy 9:Track deliveries on autopilot Strategy 10:Process returnsConclusion Strategies on how to leverage AI in online customer service362243Str
3、ategies on how to leverage AI in online customer serviceArtificial Intelligence(AI)Computer systems that can simulate human intelligence processes,such as speech recognition,language translation,and more.ChatbotComputer software designed to interact with human users via text messages or voice comman
4、ds.Customer Relationship Management(CRM)System for managing all relationships and interactions between a company and its customers.Machine LearningCapability of machines to learn and adapt with experiences by using algorithms and statistical models.Deep LearningSubset of machine learning,based on ar
5、tificial neural networks that can progressively learn from increasing amounts of data.Natural Language Processing(NLP)A way of processing human language that uses machine learning models to understand and construct speech and text.Neural NetworksA method to process data using interconnected nodes in
6、 a layered structure that helps machine learning models learn.Speech recognitioncapability to identify and reply to human speech in a written or spoken formGlossary of terms4Strategies on how to leverage AI in online customer serviceThe development of smart voice assistants like Apple Siri,Amazon Al
7、exa,Google Assistant,and Microsoft Cortana took artificial intelligence technology to a whole new level.These systems are getting trained with every interaction which helps them understand more and more every day.On top of that,in 2022,ChatGPT shook the internet.Alongside Google Brain and BERT,they
8、pushed the boundary of whats possible for artificial intelligence.Nowadays,we can use AI to write text,create art,translate languages,solve mathematical problems,and much morewithout human supervision.The developments in the field of algorithms and machine learning allow programmers to build more ef
9、fective systems day by day.These models use artificial intelligence to benefit businesses as well as individuals from customer service all the way to delivery of the products.Lets take machine learning as an example of these developments.It starts with a vast amount of data from the internet,includi
10、ng Wikipedia,forums,and web pages.After training a model on this data,it learns how to capture the context and language rules.You can try this technology in two ways.The two models are pre-trained for other developers to use,fine-tune,and adjust to individual needs.So,essentially,you could take one
11、of these models,provide it with your own data,and use the AI machine learning technology to communicate with your customers.Keep in mind that weve only scratched the surface here.But now you should know enough to get into the topic of AI technology that is in use today.It cant be denied that AI tech
12、nology has many benefits for individuals and businesses alike.In fact,based on our studies:AI improves the productivity of over 80%of customer support employees Over 90%of customers are satisfied with their interactions with the chatbot About 62%of shoppers would use chatbots instead of waiting for
13、a human agents call People would rather use a chatbot for checking their order(71%),searching for products(67%),and getting deal information(62%).Introduction to AI5Strategies on how to leverage AI in online customer service12WikipediaBooksInternet forumsWeb pagesCodeWikipediaBooksInternet forumsWeb
14、 pagesCodeAI chatbot is a computer program that uses natural language processing(NLP)to simulate conversations.AI chatbot is a computer program that uses natural language processing(NLP)to simulate toAI chatbot is a computer program that uses natural language process-ing(NLP)to simulate conversation
15、s.AI chatbot is a computer program that uses natural language processing(NLP)to simulateAI chatbot is a computer that uses natural language (NLP)to simulate conversations.Basically internetBasically internetDataDataTrainingTrainingModelModelAdjusting to your own problemAdjusting to your own problemM
16、odels that generates textsModels that encap-sulates context of textModel(GPT-3)Model(GPT-3)Model(BERT)Product acted weirdModel predictionModel predictionPre-trainedmodelPre-trainedmodelGPT-3BERTYour own modelMagic wandChat GPTIntercomsummarizationFormulate a task using natural languagePre-trainedmod
17、elTruthTruthProjectProjectManagementManagementfine-tune with your own datafine-tune with your own dataCustomer SatisfactionIntent classificationVisitor SaysTidio modelsPredictsmasked tokensMachinesProductsPracticePracticeModels that encapsulatescontext to textSo,lets get started on the customer serv
18、ice automation strategies that will improve your business.Customer service automation strategies6Strategies on how to leverage AI in online customer serviceRespond to FAQsStrategy 1Answering FAQs is one of the most repetitive tasks that your support agents need to do.And good news is that you can au
19、tomate most of them.The client will get their answer quickly,and your representative will be able to focus on more complex queriesits a win-win situation.These tactics will help your business at every stage of the customers journey,from frequently asked questions and sales processes,to delivery trac
20、king and processing refunds.Use chatbots to scrape your pages with frequently asked questions and answer visitors from anywhere on your website.This software will pull your FAQ page info directly into chatbots creating AI bots out of each one of the questions.Heres how you can use the FAQ scraper by
21、 Tidio on your website:1.Go to your Chatbots tab2.Click on the FAQ option3.Pick Import FAQ from your websiteTools to use:FAQ scraper7Strategies on how to leverage AI in online customer service5.You can choose which one of these FAQs youd like to turn into chatbots and customize In the background,the
22、 system looks for a FAQ page or links on your website,fetches those question-answer pairs,and creates AI chatbots out of the elements.4.Once the question-answer pairs have been imported,the view will look like this:8Strategies on how to leverage AI in online customer serviceStrategy 2AI chatbots use
23、 a machine learning model to detect the question topic and answer appropriately.You need to provide the answers to the questions,but the bot can recognize different topic categories using natural language processing(NLP).These chatbots make the interactions with users feel more natural and,therefore
24、,improve the overall experience of your customers.No more“Sorry,I didnt get that”messages!Artificial intelligence chatbots actually understand what your visitors are saying.Answer customer service questionsSo,how to use AI chatbots for answering customer service questions?Follow the simple steps bel
25、ow:1.Go to Chatbots tab2.Choose an AI Responder template or click Add from ScratchTools to use:Tidios AI Phrase Matcher,Tidios Conversational bots9Strategies on how to leverage AI in online customer serviceRemember that this answer will be sent to your visitors word-for-word so ensure youre specific
26、 and professional.You can also use links in case the user needs further guidance.3.Input all of the phrases that your visitors could use when asking the question4.Click on the Send a chat message node 5.Write down the answer to the questionPro-tip10Strategies on how to leverage AI in online customer
27、 serviceStrategy 3In real life,the support agent types a keyword and the system helps to prepare a professional and complex reply.The function uses ChatGPT model to generate full sentences based on the keywords provided.Support operations with a reply assistantTidios Reply Assistant is an AI-powered
28、 response generator that works based on keywords.It helps the operators stay professional and keep the level of communication consistent between interactions.Think of it as canned responses that got the help of artificial intelligence.Lets have a look at how support operators can use the reply assis
29、tant to automate some of their work:1.Go to the ticket you need to solve2.Start typing your reply3.Press the blue wand symbol on the right-hand side 4.The full message should be typed into your window5.You can personalize and change the reply however you need before sending itTools to use:Reply Assi
30、stant,AI Assistant111Strategies on how to leverage AI in online customer serviceSo,basically when you write a message and press the magic wand button,the line will change to a full reply.2Respond to FAQsStrategy 4Going through your customer queries,categorizing them,and determining their intents tak
31、es a lot of time and effort.But now AI can help you with these tasks.Artificial intelligence can scan your customer inquiries and analyze them.Once the system is done,youll get a clear view of the topics your visitors are asking about and will be able to act upon them.Tidios Customer Intents categor
32、izes conversations based on four topics(products,order status,order issues,and shipping policy).The system uses a machine learning model to detect what the user says and refers to.It then categorizes them and shows the conversations as raw numbers in Analytics sections to allow you to have a quick v
33、iew and quickly create bots from them.This software can help your team prioritize tasks,spot repeating intents of queries,and divide the conversations more efficiently.Tools to use:Customer Intents,XM discover12Strategies on how to leverage AI in online customer serviceHeres how Customer Intents wor
34、k and how you can use them:1.Go to the Chatbots tab2.Click on the Customers Questions here,you can see all the most common customer queries,number of times they were asked,and the percentage of these topics out of all the questions3.Click Automate response to automatically create chatbots from the t
35、opicsSearch through smart viewsStrategy 5Artificial intelligence can sort incoming communication into folders corresponding to the intent of the message.This way,you get a single view of all of your customer communications categorized into topics,and quickly identifiable.The views can help your team
36、 prioritize messages that are more crucial for your business.At the same time,youll see the topic of the conversation before opening the message,which can speed up the process of solving tickets.13Strategies on how to leverage AI in online customer serviceTidios Smart views keep your messages organi
37、zed for the human representatives and improve the efficiency of your teams.So,lets learn how to set them up and view them in a few simple steps:1.Go to your Inbox section2.Here,youll find Views for the incoming tickets by default,there are four views in this section3.Click on the plus sign to add mo
38、re views4.Pick the view to look through the queries regarding that topic5.Divide the views to the correct teams for more efficient workflowsTools to use:Smart views14Strategies on how to leverage AI in online customer serviceSegment audienceStrategy 6To customize your communication with customers ef
39、fectively,you have to segment your audience into specific groups,depending on their behavior,location,etc.And automating this process can make it quicker and easier for your agents as well as more accurate in the long run as you remove the human error from the action.All you need to do is provide ru
40、les and guidelines for the technology to run on.Artificial intelligence systems will then separate your users into segments and groups according to your preferences.Lets take Google Analytics as an example.A segment in Google Analytics is a subset of your data,like users from a specific country or t
41、hose that bought an item from a particular line of your products.Segments are made up of filters that isolate subsets of sessions,users,or hits.To add segments in your Google Analytics:1.Sign in to your account2.Open the view that you want to use3.Click on the report you want to segment4.At the top
42、of the page,youll find the Add segment buttonTools to use:Segment,Google AnalyticsOnce you have the segments list ready,you can use these for creating an audience.Simply find the segment that will become the basis for your audience,click Actions,then choose Build Audience.Thats it!Segments and audie
43、nces help with marketing efforts as you can better target your visitors and personalize the communication with them.They can also help you understand your customer and their behaviors better.15Strategies on how to leverage AI in online customer serviceYou can also segment your audience using Tidio b
44、y going to your Contacts tab and marking all the users youd like to place in a specific segment.Then click the Save as segment button and add a name for it.Thats it!The segment is created from the contacts you chose.Pro-tip16Strategies on how to leverage AI in online customer serviceTailor recommend
45、ationsStrategy 7When youre browsing Amazon or watching Netflix,theres always a“Recommended for you”section.This is mostly based on your previous searches,where the system figures out your interests and suggests further items you might like.Two of the biggest benefits of recommendations are improved
46、personalization of the customer experiences and higher sales for the company.Thats because you can upsell products while making the customer feel like you know them well.Recommendations AI uses Googles latest machine learning architecture and matches suggestions to your visitors searches.This means
47、that you dont have to preprocess data or train machine learning models,its done automatically for you.You can incorporate your product names,descriptions,categories,images,as well as apply business rules to customize the view for your shoppers.This will help you present the recommendations in an int
48、uitive graphical user interface So,to implement Recommendations AI follow these steps:1.Set up a Google Cloud project and create authentication credentials2.Import product catalogs individually or in bulk3.Record user events in real time4.Choose the types and placements of the recommendations panel5
49、.Provide historical user events as training data6.Create and train your initial model 7.Preview the recommendations to check functionality8.Evaluate the model according to metricsTools to use:Recommendations AI,Dynamic Yield,RecombeeIngest your dataCustomize your recommendationsDeliver recommndation
50、s anywhere in the customer journeySelect your recommendation typeSelect your objectiveSet business rulesRecommendations AIProduct catalog dataPrediction APICustomer dataShow recommendations at customer touchpointsMultiple ways to integrate your data17Strategies on how to leverage AI in online custom
51、er serviceYou can also use a chatbot that provides pre-set recommendations to your website visitors.And all you have to do is click on the template Product recommendation and customize it with your text and images.Pro-tipOnboarding customersStrategy 8Onboarding new customers can be repetitive as mos
52、t of the questions are similar,but the process requires a lot of time.So,automate the mundane tasks of the onboarding and focus on the fun part that help you get to know your clients better.Artificial intelligence is there to help you with that.18Strategies on how to leverage AI in online customer s
53、erviceTango is a simple tool that you can use to create how-to guides.This platform saves you time and effort,so you can focus on growing your business instead of setting up onboarding calls all day long.To onboard customers using Tango:1.Download the software and add the extension to your browser2.
54、Go to the area you need to explain3.Click on the extension to start recording4.Go through the step-by-step process5.Stop recording when youre doneTango will automatically take care of documenting,cropping of the screenshots,adding annotations,and more.You can then blur out sensitive information,add
55、the logo and change colors to further customize the finished product.Tools to use:Whatlf,Tango19Strategies on how to leverage AI in online customer serviceTrack deliveries on autopilotStrategy 9“Wheres my package?”is one of the most common questions customer service representatives face on a daily b
56、asis.And in the times your agents are not available,the clients might be getting anxious about their orders whereabouts.But artificial intelligence tracking is here to help.Using this technology you can let your customers track their package automatically.All they need is a tracking number.Lets take
57、 Ordertacker as an example of a tool you can use for automatic package tracking.This tool was created for the users to make tracking the delivery hassle-free,which your clients will definitely appreciate.And once added to your site,your clients will be able to see where their delivery is by imputing
58、 a tracking number to the platform.This universal system can track parcels from any post office by tracking number look up from over 1200 international couriers.Add Ordertracker system to your website by following these three steps:1.Create a tracking page 2.Install the software on Shopify or use Ja
59、vaScript widget for any other website3.Add a package tracking Iframe4.Analyze different couriers performanceTools to use:Ordertracker,Shopify Track with Shop20Strategies on how to leverage AI in online customer serviceIf youre a Shopify merchant,you can enable customers to check their order status u
60、sing chatbots by providing their order number or email address.The bot reads the statuses from your Shopify panel for orders placed within the last 60 days.Pro-tipProcess returnsStrategy 10Returns can be frustrating for all parties involved.The client wants the right product,and you want the complet
61、ed sale.But none of these are happening if the item gets returned and refunded.So,ensure this process goes smoothly and encourage the client to give your business a second chance.This way,your company might gain a loyal customer instead of an unhappy shopper.Your customer support team can also use A
62、I to streamline returns and cut down workload by automating manual tasks.This will ensure your representatives dont burn out at work as well as improve the shoppers experience.With ReturnLogic,artificial intelligence takes care of the returns according to the set rules.The system also provides dashb
63、oards for a clear view of your orders,refunds,and reasons for customers returning the products.Tools to use:Whatlf,Tango21Strategies on how to leverage AI in online customer serviceSo,to automate your returns process:1.Integrate your Shopify website to the system2.Set up product rules3.Choose a retu
64、rn window4.Create exchange types5.Pick exchange product exclusionsYou can use Tidio live chat to cancel orders,process returns,and request refunds during the conversation with the customer.Or you can use the Visitor says node to enable customers to request refunds through the chatbot.Pro-tip6.Add a
65、return shipping address7.Fill in support information8.Set notifications for customers9.Add return reasonsConclusion22Strategies on how to leverage AI in online customer serviceAnd there you have itthe best customer service automation strategies,so your business can become even more efficient at supp
66、orting clients.These will help your human agents regain their time and be more productive while,at the same time,improving the customer experience.No need to manually handle FAQs,organize requests,process refunds,or track deliveries.AI can handle all of these tasks for you.Using artificial intellige
67、nce can benefit your customers because theyll get instant replies and solve their problems in no time.It will also give them more power as they can perform more tasks in the self-service portal.On top of that,you can improve your brand image and peoples opinions about your business without much extra investment.Win-win situation.So,pick and choose whichever tactics your company needs and enjoy the benefits.