The AI Revolution in Customer Support
Updated:
June 11, 2024
|
6
min read

The AI Revolution in Customer Support

Are your customers demanding more? Is keeping up with technology feeling like a race? If so, you’re not alone. 

AI is not just a futuristic concept anymore—it’s a tool revolutionizing how companies provide customer support today. Imagine a support team that can anticipate issues, personalize solutions, and offer proactive help that truly makes customers feel valued. This is the tangible power of AI.

Leading companies like AVEVA, Cisco, and Informatica are already paving the way, harnessing the power of AI to create customer experiences that surpass expectations. They’re reaping the rewards through happier customers, more efficient support processes, and stronger brand loyalty. Their success stories can be your inspiration.

In this blog, we’ll explore how you can leverage AI ethically and effectively to improve your customer support game. We’ll discuss the importance of high-quality data, the latest AI tools, and real-world examples that show how AI is reshaping the customer support landscape.

If you’re ready to improve your customer support, keep reading to discover the power of AI.

This blog will explore the following:

Smart Tip

Stay ahead of the curve by embracing AI as a valuable tool in your customer support role. Effectively leveraging AI can enhance your problem-solving skills, improve your efficiency, and make you an indispensable asset to your team.

The Rise of the AI-Powered Support Experience

Let’s face it: Your customers expect a lot these days. They want answers fast, solutions tailored to their needs, and support that feels effortless. Traditional support models need help to keep up with these rising expectations. That’s where AI steps in, revolutionizing the customer support game.

From Reactive to Proactive: The Support Evolution

Customer support is different from what it used to be. Three decades ago, it was all about managing simple inquiries. As Neil Hatton, Vice President of Customer Support at AVEVA, points out, the challenges are far more complex today.

The move to subscription-based services (think SaaS) means that customer loyalty is more crucial than ever. Companies need to work to prevent churn and stay actively ahead of competitors. AI is a game-changer in this arena, potentially boosting loyalty and turning customers into enthusiastic advocates for your brand.

AVEVA’s Bold Move: Embracing AI for Value

AVEVA, a global industrial software giant, recognized that the old support model wasn’t cutting it. They ditched the cost-centric approach and embraced value-enhanced support (VES). 

What does that mean for you? It means shifting your focus from simply solving problems to educating, advising, and reassuring your customers. It’s about building relationships that lead to loyalty and growth.

How did they achieve this? By harnessing the power of AI. AI took over the routine tasks, freeing up AVEVA’s support team to focus on what they do best: providing personalized guidance and proactively addressing customer concerns. This move from reactive firefighting to proactive value creation is a perfect example of how AI can transform customer support from a cost burden into a powerful growth driver.

How AVEVA is Operationalizing VES

Related: The State of Support Services: 2024

Inside the AI-Powered Support Toolkit: Real-World Examples

Are you curious about how companies are using AI in customer support? Here’s how industry giants like Cisco and Informatica leverage AI to create exceptional support experiences.

Cisco: Building a Smarter Support System

Cisco, a networking and telecommunications titan, is all about data-driven AI. They understand that high-quality data is the fuel that powers effective AI solutions. By digitizing customer interactions and meticulously organizing data, Cisco can deliver support that feels tailor-made for each customer.

Have you ever used Cisco’s support assistant? It’s a prime example of how AI can enhance self-service. This intelligent tool uses robotic process automation (RPA) and AI to understand who you are and your device. This lets it provide personalized support directly within Cisco’s management portal, making it incredibly convenient to find the information and features you need.

AI is also helping Cisco’s support engineers. It generates responses to support cases, analyzes images and screenshots, and even gauges customer sentiment. Imagine having an AI-powered “virtual TAC engineer” on your team, proactively detecting anomalies and addressing issues before they become major headaches. That’s the kind of efficiency and effectiveness AI brings to the table.

Informatica: AI-Driven Support Transformation

Informatica, an enterprise cloud data management leader, understands the importance of minimizing customer effort and maximizing engineer productivity. Their solution? Generative AI. This AI-powered platform proactively guides customers through support processes, seamlessly collects log data for engineers, and even automatically summarizes resolved cases.

Informatica’s AI initiatives have yielded remarkable results. They’ve seen a significant decrease in average case resolution times, a boost in customer satisfaction, and a noticeable improvement in engineer productivity. It’s a testament to the power of AI to streamline support processes and elevate the customer experience.

 Informatica has substantially reduced average case resolution times, increased customer effort scores, greater engineer productivity, and improved case deflection rates.

Related:AI’s High Stakes: The Future of Technology Business Models

Common Threads for AI Success

While Cisco and Informatica take unique approaches, there are some key lessons we can all learn from them.

  • Data is king: High-quality, well-organized data is essential for any AI initiative. Without it, AI can’t deliver the accurate insights and personalized recommendations you need.
  • Phased approach: Start with specific use cases, gather feedback, and refine your AI strategy as you go.
  • The human touch: AI is a powerful tool, not a replacement for human connection. The most successful support strategies combine AI with empathy and genuine interaction.

Remember, AI isn’t just about technology—it’s about enhancing the human experience. By leveraging AI ethically and strategically, you can create a support system that solves problems, delights your customers, and drives your business forward.

Related: Harnessing Predictive and Proactive AI

The Future of Customer Support Is Here, and It’s AI-Powered

The AI revolution in customer support is just getting started. As AI technology becomes even more intelligent, get ready for self-service tools that truly understand your needs, support experiences that feel like they were designed just for you, and solutions to problems before you even realize you have them.

The companies that embrace AI as a partner, not just a tool, will be the ones that lead the pack in this exciting new era of customer support. By prioritizing data-driven insights, ensuring AI is used ethically, and engaging with customers, your business can unlock AI’s full potential to deliver exceptional support that goes above and beyond what customers expect.

This is a journey, not a destination. AI constantly evolves, and the possibilities for improving customer support are limitless. By staying informed and embracing the power of AI, you’ll be well-equipped to create a support experience that keeps your customers happy and drives your business to new heights.

Are you ready to harness the power of AI for your customer support?

Your Key Takeaways

  • AI is the future of customer support: AI isn’t just hype; it’s actively reshaping how companies deliver exceptional customer experiences. By embracing AI, you can unlock new levels of efficiency, personalization, and proactive support that will delight your customers.
  • Data is the foundation of AI success: High-quality, well-organized data is crucial for successful AI implementation. Investing in your data infrastructure empowers AI to deliver accurate insights and personalized recommendations that meet your customer’s needs.
  • The human touch still matters: While AI offers powerful capabilities, it can’t replace the human touch. The most effective support strategies combine AI with empathy, genuine interaction, and personalized communication to create exceptional customer experiences.

Smart Tip: Embrace Data-Driven Decision Making

Making smart, informed decisions is more crucial than ever. Leveraging TSIA’s in-depth insights and data-driven frameworks can help you navigate industry shifts confidently. Remember, in a world driven by artificial intelligence and digital transformation, the key to sustained success lies in making strategic decisions informed by reliable data, ensuring your role as a leader in your industry.

Copied to clipboard!

Leverage the TSIA Portal for Free

To support you on this journey, the TSIA Portal offers extensive resources tailored to help you operationalize AI. From foundational frameworks and case studies to interactive tools and expert guidance, the portal is designed to equip you with everything you need to navigate the complexities of AI implementation.

We encourage you to explore the TSIA Portal as a vital tool in your AI operationalization efforts. Here, you will find the knowledge and best practices to guide your AI strategy development and a community of peers and experts dedicated to driving technological excellence in service operations.

We think you’ll also like this

 The Art of Using AI to Build a Seamless Customer Experience with Dell

The Art of Using AI to Build a Seamless Customer Experience with Dell

Are you ready to unlock the secrets behind the AI-driven strategies transforming businesses today? As part of the TSIA INTERACT conference in Orlando, attendees had the unique opportunity to hear from Doug Schmitt, President of Dell Technologies Services, in an exclusive closing keynote.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
Thomas Lah
Thomas Lah
Executive Director and Executive Vice President
 The State of Technology Services 2024

The State of Technology Services 2024

If you’re ready to explore the game-changing opportunities AI presents to technology services operations, you’re in the right place. This latest report dives deep into AI’s potential to revolutionize your business in 2024.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
George Humphrey
George Humphrey
Distinguished Vice President and Managing Director of Offering and Delivery Research
AI in Tech: From Buzzword to Business Backbone

AI in Tech: From Buzzword to Business Backbone

Imagine a world where artificial intelligence (AI) isn’t just a buzzword, but the very backbone of your company. It’s not a distant dream; it’s a reality that many forward-thinking CEOs embrace today.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
Thomas Lah
Thomas Lah
Executive Director and Executive Vice President
What is Partner Success?

What is Partner Success?

Explore the evolution and essential strategies of Partner Success in the XaaS era with this comprehensive guide.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
Jared Raftery
Director of Revenue Research and Advisory
NPS versus KORE: Why the KORE Score Is the Future Metric of Customer Success

NPS versus KORE: Why the KORE Score Is the Future Metric of Customer Success

Discover why the KORE Score Framework reshapes customer success strategies and leaves NPS behind. Learn how this data-driven approach with precise metrics enhances retention, renewals, and brand awareness.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
Stephen Fulkerson
Vice President of Customer Success Research
 Optimize Your XaaS Business Model with TSIA’s Data-Driven Frameworks

Optimize Your XaaS Business Model with TSIA’s Data-Driven Frameworks

Stay ahead in the competitive XaaS industry by mastering key business metrics like the Rule of 35 and RAC. Continuously assess and optimize your company’s performance against these benchmarks to drive sustainable growth and efficiency, positioning yourself as a strategic leader in your organization.
This is some text inside of a div block.
This is some text inside of a div block.
This is some text inside of a div block.
Thomas Lah
Executive Director and Executive Vice President
Download eBook