Tendencias actuales en AI Generativa para el Servicio al Cliente

How is artificial intelligence revolutionizing customer service?

Artificial intelligence (AI) is transforming the way companies deliver customer service, providing more personalized, faster and more efficient experiences. Two key trends are conversational artificial intelligence and personalization, which are changing the way we interact with customers and how companies respond to customer needs.

What is conversational artificial intelligence?

Conversational artificial intelligence makes it possible to provide customer support instantly, 24 hours a day, 7 days a week, through chatbots that respond to user requests. This technology anticipates customer needs and improves interaction, which contributes to:

• Reduce waiting times.
• Increase response efficiency.
• Offer personalized experiences.

A practical example of its use is the interaction between a consumer and a chatbot that can read the user's "mind" thanks to recommendations generated by artificial intelligence. This not only facilitates communication, but also improves customer support.

How do you create a customer service chatbot?

Creating a customer service chatbot can be done using tools such as ChatGPT. Below is a basic instruction for setting up a chatbot:

1. Initial introduction: Define how the chatbot should greet customers, in a friendly and professional manner.
2. Key data request: Directly ask for name and order number to verify details.
3. Process information: Provide data on average delivery duration and steps for address changes.

This prompt can be connected to automation tools, and even the WhatsApp API to further improve the efficiency of the customer service process.

Example of interaction with a chatbot

Customer:Hi, I'm Karla, and I'd like to know where my order is coming fromChatbot: Hi, Karla. Thank you for contacting us.To help you locate your order, I need you to provide me with the order number.Customer:My order number is 535346.Chatbot: Thank you, Karla. I am checking the status of your order with order number 535346. Your order is on its way and should arrive in three to five business days.

How to personalize the response to dissatisfied customers?

The use of generative artificial intelligence not only optimizes support but also personalizes responses to customers, especially dissatisfied ones. When building a prompt for an expert communication assistant, you should consider:

1. Warm and professional introduction: Introduce yourself and acknowledge the customer's problem.
2. Proposed solutions: Offering valid solutions or alternatives.
3. Positive Closing: Sincerely thanking the customer for the feedback and assuring continued support.

Here is an example of a personalized response to a dissatisfied customer:

Subject: Return of your lipstick - Solution to your inconvenience
Dear Carlos,
Thank you for contacting us and allowing us to learn about your situation. We want to make sure you are fully satisfied with your purchase, so we offer an immediate solution.We will process your return promptly and keep you informed every step of the way.
We appreciate your understanding and patience while we resolve this issue.
Sincerely,The Customer Care Team

Personalization and privacy discussion

Customers value personalized experiences, but at the same time, there is concern about the privacy of their data. It is essential that companies strike a balance between delivering personalization and protecting their customers' privacy.

Finally, the impact of artificial intelligence on customer interactions is significant, driving companies to adopt these technologies to improve their customer service and care. It is a path to efficiency where every step must be carefully measured to ensure total satisfaction without compromising user trust.