When a customer reaches out to your business they will expect to get the right support with helpful answers, relevant recommendations and a good understanding of their needs. However, providing this can be difficult, especially if a large amount of queries come through.
Here’s where AI Customer Service Personalization can help.
By using AI, businesses can create a more relevant Customer Service by looking at their customers history, previous interactions and current requests. AI can help tailor Customer Service to each individual.
For example, an online shopper can be provided with relevant information regarding their order. Or a customer using software can be provided with support tailored to their product and what issues they are having.
Let’s look at some practical strategies, tools and ways to use AI to provide a more personal Customer Service.
What Is AI Customer Service Personalization?
AI Customer Service Personalization is providing your customer with support tailored to their needs, preferences and history using AI.
Customer Service can often be very generic. This can mean that customers have to explain their issues multiple times or search for generic information.
By using AI you can provide them with a more relevant Customer Service by looking at any relevant information you have about them.
If a customer regularly buys products from an online store, and contacts Customer Service with an enquiry relating to their latest order, an AI system that is linked to their order management system can recognise that they have made a purchase. They can then provide them with relevant information relating to their delivery.
Examples of how AI can provide Personalized Customer Service:
- Tailored product recommendations based on their previous purchases.
- Previous support conversations.
- Answers based on their subscription.
- Relevant help articles.
- Support in their preferred language.
The aim is to provide a more useful Customer Service by using AI.
Why Is Personalization Important?
Customers will have different needs. New customers may need help understanding a product and those who have been with your business before may need help with their account.
Providing them with the same answers won’t be helpful.
By personalizing Customer Service, you can focus on what they actually need.
This can help improve:
- Reducing unnecessary questions.
- More relevant product recommendations.
- Easier to find useful information.
- Improved experience across different channels.
- Identify returning customers and previous issues.
- Build better relationships by providing them with more relevant support.
For example, if a customer contacts a subscription business with an enquiry regarding billing, they should be provided with relevant information based on their account and payments.
When personalization is done correctly, you can provide them with more relevant support.
8 Useful Strategies For AI Customer Service Personalization
There are many ways businesses can use AI to personalize their Customer Service. Which strategy is best will depend on your business, the information you have on your customers and what kind of support you need to provide.
1. Use Customer History
One of the most useful ways to provide Personalized Customer Service is to look at previous interactions.
Using AI systems linked to customer relationship management (CRM) software, you can provide your support teams with relevant information such as previous tickets, purchases and account information.
If a customer has contacted a software company about login issues in the past, the support system may show this conversation.
This means the agent can understand what has happened previously and continue to help.
How To Do It:
- Link your support platform to your CRM.
- Ensure you have relevant records of customer interactions.
- Ensure authorized support systems can view useful information.
- Provide relevant answers based on previous conversations.
- Ensure customer information is up to date.
- Ensure their information is being handled securely.
2. Provide Personalized Answers From AI Chatbots
By using AI chatbots to understand what the customer is asking, and providing them with relevant information from your business, you can provide more useful answers.
Rather than providing generic answers, the chatbot can use the available context to provide them with a better answer.
For example, if a customer visits an online store and asks about returns, the chatbot can provide them with the right information. If integrated correctly, they can also guide them through the process.
Ensure your chatbots are using approved information. They shouldn’t make up any product information or policies.
Tip: Create a knowledge base with accurate product information, common questions, return policies and support information. Ensure your chatbots are linked to the right information to provide them with useful answers.
3. Provide Personalized Recommendations
AI can help to provide recommendations based on what a customer is interested in and their previous activity.
For example, an online clothing store can use their purchase history and preferences to recommend similar products.
If a customer has previously purchased a laptop, they can be recommended accessories that work with it, depending on if your business has the right information and recommendations in place.
Recommendations should be relevant. You should also provide customers with the right privacy options.
4. Use Customer Preferences
Customers may have different preferences for how they’d like to communicate.
Some may prefer live chat, whilst others may prefer email or phone support. Customers may also have a language preference.
AI Customer Service tools can help you provide support based on their preferences.
If a customer has selected they’d like to communicate via email, you can use this when providing them with updates.
To improve this:
- Allow customers to set their preferences.
- Record their language preference where applicable.
- Provide them with the right channels.
- Provide an easy way to change their preferences.
- Don’t provide unnecessary messages.
5. Provide Multi-Channel Personalized Support
Customers may contact your business via different channels. Including your website, mobile app, email, social media and phone.
If these aren’t integrated, they may have to explain their issue multiple times.
By using an omnichannel Customer Service system, you can provide a more integrated experience.
For example, if a customer starts a conversation with a chatbot on your website, and then speaks to an agent on the phone, if the systems are integrated correctly the agent may be able to see what was said previously.
AI can help summarize conversations and provide relevant context.
6. Use AI To Identify Customer Sentiment
Customer sentiment uses AI to identify how the customer is feeling in their communication. For example, if they are frustrated, confused or unhappy.
This can help support teams identify which conversations they need to pay extra attention to.
If a customer has contacted a delivery company multiple times about a missing package, and the latest message shows they are frustrated, it may be flagged for a human to look at.
However, it’s not always accurate. Don’t make any important decisions based solely on the emotion of the customer. Have a human review sensitive or complex situations.
7. Provide Personalized Follow Ups
Customer support shouldn’t always end once the initial question has been answered. Some issues may require further communication. Such as updates on an order, reminders for appointments or confirmation that a support request has been completed.
AI systems can help you provide relevant follow ups based on what the customer has done.
For example, if a customer has reported a technical issue, you can send them an update once the support team have looked into the issue.
Useful follow ups should be:
- Relevant.
- Provided via the right channel.
- Easy to understand.
- Only provide necessary information.
- Respect their preferences.
Don’t provide unnecessary messages just because you can.
8. Tailor Support Based On Customer Needs
Customers may have different needs. New users may need step by step support. Whilst more experienced customers may prefer a brief answer.
AI can help by using the available information to tailor the support they receive. For example, if a customer is setting up their account for the first time, a software company may provide them with easy to understand instructions. However, if an experienced user is asking about an advanced feature, they may receive more in depth technical support.
You should still allow them to ask for further explanations or speak to a human.
How To Use AI Personalization In Customer Service
To begin using AI personalization, create a clear plan and add features one at a time.
1. Know Your Customers
Identify what your customers commonly ask and what issues they have.
Look at your support conversations, common questions, customer feedback and common complaints.
This will help you identify what areas you need to improve.
2. Choose The Right Tools
Choose software to match your needs. Look for features including:
- AI chatbots and voice support.
- CRM integration.
- Customer history.
- Personalized recommendations.
- Sentiment.
- Multi-channel support.
- Reports & analytics.
- Privacy & security.
Don’t pay for any advanced features you don’t need.
3. Sort Customer Information
AI personalization relies on having relevant and accurate information.
Sort the information you’re allowed to use. This could be purchase history, communication preferences and previous support interactions.
Remove any Outdated Information. Only allow authorized users to view this information.
4. Start With One Strategy
Don’t try to implement all the features. Start with a simple option. Use customer history to help your support agents understand previous conversations.
Once this is working well, you can look at implementing chatbot personalization, automated follow ups or recommendations.
5. Test The Customer Experience
Test the system with different scenarios. Check that it provides relevant answers, using the correct information. Also check that it can handle unexpected questions.
Ensure they can easily contact a human if they need further assistance.
6. Monitor & Improve
Monitor customer feedback and how well your support is working. Check that they’re receiving useful answers, reducing repetitive questions and that your support agents have enough information to help.
Use this to improve your personalization.
Issues With AI Personalization
Whilst AI personalization can help improve customer support, there are some issues to be aware of.
Customer Data Privacy
Personalization often requires customer information. This should be handled responsibly with the right security measures in place. Also ensure you’re following any relevant privacy and data protection policies.
Customers should know clearly how their data is being used.
Wrong/Outdated Information
If your AI systems are using outdated customer or business information, it may provide poor recommendations or incorrect answers. Regularly check your data and knowledge base.
Over Personalization
If you’re using too much personalization it can make customers feel uncomfortable. If you’re constantly referring to previous purchases it may not be relevant.
Only use information that will genuinely help improve the conversation.
Cost Of Implementation
AI Customer Service tools may have a cost. This could include subscriptions, technical setup, training and integrating with your existing systems. The cost will depend on the software used and how complex it is to implement. Compare the total cost to the issues you want to fix with your Customer Service.
AI Doesn’t Understand Everything
Whilst AI can help identify what a customer needs and provide them with relevant information, it may not fully understand every situation. Humans are still important for emotional conversations, sensitive issues, complaints and personal judgement.
FAQs
1. What is AI Customer Service Personalization?
AI Customer Service Personalization involves using AI to provide your customers with support that is tailored to their needs, preferences and previous interactions. This can help provide more useful answers and recommendations.
2. How does AI Personalize Customer Support?
AI can Personalize Customer Support by using customer history, purchase information, previous conversations and communication preferences. It can also provide recommendations, summarize conversations and provide relevant information via chatbots.
3. What are the benefits of Personalized Customer Service
can help provide more relevant support, reduce repetitive questions, improve communication and make it easier for customers to find information. It can also help support teams understand their needs.
4. Can small businesses use AI to personalize their Customer Service?
Yes. Small businesses can use AI chatbots, CRM’s and automated support. Start with simple features such as customer history and common questions.
5. Is AI Customer Service Personalization Safe?
Yes, as long as you follow the right privacy and security policies. Ensure you’re protecting customer information, limiting access, using data correctly and following relevant data protection policies.
6. Will AI replace humans in Customer Service?
No. AI can help with simple questions, recommendations and customer information. However, humans are still important for complex issues, sensitive conversations and personal judgement.
Conclusion
AI Customer Service Personalization can help businesses provide more relevant support. Using customer history, communication preferences, AI chatbots and integrated support systems can help provide more useful and convenient interactions.
However, you need to have accurate information, handle data responsibly and have a clear understanding of customer needs.
Start with one practical strategy and test how customers react. Over time you can improve the process. As long as AI is supporting humans rather than replacing them, you can create a more helpful and consistent customer experience.
