How can A.I. help customer service?
Today the world is truly globalized. Technological advances have brought about a previously unimaginable level of interconnectedness. The Customer Service industry has been forced to reinvent itself, as processes based on steps and data are now obsolete. Today the focus is on understanding what customers want and giving them what they need. Virtual assistants use a technology based on Artificial Intelligence. To put it simply, this is when a machine imitates the “cognitive” functions that we humans associate with our brains, such as “learning” and “solving problems.” When Artificial Intelligence is applied to virtual assistants, bot interactions are modeled on what steps a human would take to find information. By emulating the way a human thinks, and understanding a natural conversation, virtual assistants can catalog information and search for the correct answer.
Virtual assistants can understand user intent thanks to Neural Networks. A neural network is a computer system modeled on the human brain and nervous system. It aims to solve problems the same way a human brain would.