How AI agents will change customer service

- AI agents can help your customer service team. Most questions you receive are about the same types of products and issues. But what if your AI agent was able to handle them? Agents can analyze a broad range of questions, adapt and find the best answer. That's a major difference compared to chatbots that have a more rigid conversation flow. Let's look at an example. A customer is looking for information on how to use your product. They ask a question on your website to your AI agent, and the agent analyzes the request and dispatches it to an AI agent that specializes in product questions. This agent has access to your product documentation. It looks up the relevant information and prepares a reply. Behind the scenes, a second AI agent that acts as a supervisor reviews the prepared reply. It focuses on consistency, completeness, and ease of understanding of the reply if anything should be corrected, the supervisory agent gives the product support agent feedback, and with that feedback incorporated and another review, the final reply is presented to the customer. Sometimes customers might need additional information that AI agents cannot provide. Then the customer's request is routed to a human customer service representative. That team member receives the history of the request and the exchange with the AI agent. This ensures a seamless customer service experience. But AI agents do not only support your team by simply looking up information. For example, AI agents can support billing questions as well. These scenarios are typically more complex. Customer service needs to consider product information, transactions, billing terms, and the customer's unique request. The AI agent will be connected to your systems to answer your customer's billing questions and make adjustments for them. These are just two examples of how AI agents can support your customer service teams, but it's not just about efficiency. AI agents can analyze customer interactions to spot trends and issues before they become problems. Your customer retention team can use these insights to reach out to customers. Embracing AI agents in customer service isn't just about staying competitive. It's about evolving what great customer service looks like. It's about creating experiences that are fast, personal, and consistently excellent. AI agents are the latest technology to support your customer service team to deliver excellence.