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10 Ways Machine Learning Boost Customer Service
10 Ways Machine Learning Boost Customer Service

September 23, 2024

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In today’s world, machine learning is used by brands worldwide for scaling up their business operations while offering increasingly relevant customer experiences. Thanks to the cloud providers like AWS and GCP who pioneered the implementation of machine learning without being a pro. With the implementation of machine learning, brands are harnessing the power of automation in the field of customer service.

Customers these days no longer want to wait whenever they reach any brand. Artificial Intelligence and machine learning together unleash the best out of automation along with the human effort to offer best-in-class customer support. In this blog, we are going to describe the ways machine learning is beneficial in the realm of providing a seamless customer experience.

Impact of Machine Learning on Customer Service

It is a fact that machine learning can change the flaws of customer experiences and promises to deliver customer delight. We are pointing out a few ways customer service is hugely impacted by machine learning.

1. Offering Efficient Customer Service

The most prevalent customer complaint is that when a company routes the call to a wrong IVR that results in customer dissatisfaction. Customers prefer companies that not only value their time but also provide faster responses and efficient solutions. With the implementation of machine learning, customers can easily get relevant solutions faster as well as better product recommendations too. Customers will no longer get robotic behavior during the call but will be able to connect with the concerned department easily.

2. Improving Customer Analytics

Predictive analytics in machine learning is proven to be a boon in customer service. Predictive analytics collects customer data while predicting future trends and customer behavior patterns. It anticipates if a customer who is shopping on your website will need any assistance or not. It helps the agents to identify the customer data and other valuable information before they reach customer support. It also helps the agents in inbound calls based on online customer behavior.

3. Understanding Customer Intent

Machine learning is very efficient in understanding the customer intent of reaching your brand. It will give you a better idea of the reason the customer is reaching you. When the company understands beforehand the reason for the frustration of the customers, it is very easy for them to provide relevant information quicker than ever. Hence, customers do not have to repeat the same query again and again instead of a solution that matters a lot in terms of delivering excellent customer service.

4. Better Usage of Customer Data

Many call center agencies do not hire more agents when they receive huge call volumes during their peak seasons. The reason can be simply a lack of budget. Now with the help of machine learning, these agencies can provide better customer service while teaching their tools and software to learn and remember from past experiences. They can easily fine-tune the algorithms so that they can be more accurate which costs much less time and cost than hiring more resources.

5. Providing Personalized Service

Though most brands across the world strive to offer personalized customer service, it is not so easy. Machine learning helps the CRM software to recommend exact product recommendations by checking factors like demography, age, gender, psychological segmentation, purchasing history, interactions, etc. By checking all these aspects, it is very easy for the software to predict the nature of the customer and his preferences. Thus, not only does machine learning provide personalized customer service but also extremely accurate product recommendations.    

6. Anticipating Customer Profile

Nowadays, Artificial Intelligence and Machine Learning are used robustly by many companies to anticipate their customer profile. Better knowledge about the customers not only helps in delivering the best-in-class customer service but also helps in creating a product portfolio suiting their needs. Machine learning fetches data from the CRM software and other tools and provides you with all information about the customers. Hence, the agents know the problem of the customers and deliver pre-created suggestions that save a lot of time.

7. Enhancing Product Recommendations

With the help of natural language processing and machine learning, companies are harnessing the exact product or service match for a particular customer. ML acts as a personal shopper against each customer and identifies the right product for them while fulfilling their requirements. Apart from that, ML is also used in developing products that fulfill customer demand and can be sold at the best price possible. Product suggestion is a great invention of customer service automation that has enhanced the CX to the next level.

8. Creating Better Marketing

Machine Learning (ML) recommends shelf placement, marketing, pricing, quality, quantity, and the sales channel that is needed to deliver the particular product to the customer. It helps companies market and sells their products to their customers. ML is used by most renowned agencies to educate the entire product ecosystem which not only includes customer service but also it includes marketing, sales, pricing, product development, and so on.

9. Identifying Fraud

Identity theft and fraud have become more prevalent across all sectors of industries. Nowadays, identity theft and fraud are no longer limited to banking entities. People are hacking sites of many companies and stealing valuable data that causes massive losses for that company. Machine learning along with other systems is used to identify the source of fraud and theft thus it helps to avoid messy customer situations.

10. Tagging Your Data

With the plethora of data available, agencies are unable to use it properly. Machine learning helps in data tagging which enables organizations to tag their data cost-effectively. Companies have unlabeled images and it may cost a fortune to tag them. With the use of pre-trained deep learning methods, images and data are tagged more efficiently. Eventually, companies can offer more relevant images to their customers based on the available data.

Final Thoughts

If you are thinking of implementing Artificial Intelligence and Machine learning to improve your customer service game, you should consider the idea. In the future, ML can help brands in creating more precise, targeted, personalized, and even hyper persona customer experiences. Trupp Global is a reliable customer support service provider which is known for using best-in-class technology for delivering excellent customer service. At Trupp Global, we strive to focus on customer needs while offering them outsourcing services at an affordable price.


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Trupp Global is a leading outsourcing service provider dedicated to empowering early-stage ventures and small and medium-sized businesses (SMBs) to thrive and amplify their brands. With a strong presence in Bangalore, India, Trupp Global offers a comprehensive suite of innovative, customer-centric, and results-driven Business Process Outsourcing (BPO) services to organizations worldwide. As a trusted partner, Trupp Global prioritizes building exceptional capabilities and services that foster enduring customer relationships. By leveraging a holistic approach and data-driven insights, the company strives to deliver customized solutions tailored to the unique needs of its global clientele. Their commitment to industry best practices and cutting-edge technologies ensures optimal performance and sustainable growth for clients. Trupp Global excels in providing strategic outsourcing solutions that empower clients to flourish and reach their maximum profit potential.

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