[[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article","articleBody":"You might not think of machine learning in customer service, but what if you had a colleague who would take care of all the dull, routine tasks without complaining?\nA co-worker who lets you do interesting and challenging tasks, helps you solve them, then happily lets you take all the credit. A colleague who stays after office hours doing prep work for you so that you will have a good start next morning?\nMeet machine learning, your new favorite colleague, who will dramatically change customer service both for customers and for customer service personnel.\n \nMobile customer service: SMS tools, chatbots, and global social platforms\n Mobile customer service is about helping the 48% of US consumers that browse the web from mobile devices at any given moment.\u00a0It\u2019s about text message SMS, Facebook Messenger, Instagram DMs, chatbots and more. \nMachine learning boosts customer service\nThink about insurance companies. It\u2019s estimated that 70-80% of insurance claims are pretty straightforward, so it\u2019s an area where machine learning algorithms can find the right solution.\nFor humans, it\u2019s hard to stay motivated if you have to repeatedly work through tons of claims for stolen bikes or broken mobile phones.\nBut if you have machine learning as a colleague, you can let it solve the simple cases, so you can focus on the more challenging ones \u2013 and you\u2019ll actually have more time to carefully address each one since you don\u2019t need to worry about the bikes and phones.\nYou can also consider contact centers. For customer service agents, it\u2019s difficult to answer similar, repeated questions over and over again.\nWhat if you let machine learning field the routine questions and you take the more inspiring cases where customers want to speak with a live agent?\nA great example of this is Finland Post, who created a Christmas Bot to help handle the pre-Christmas peaks in customer service.\nCustomers could chat with the bot to get answer to the easy, but frequent questions like, \u201cWhat is the last day to send my packet to France,\u201d which freed a lot of human resources to help customers with more complex queries.\n \nHow to improve customer service in e-commerce: Examples + benefits\n In a digital world, customer service is crucial. Learn how to improve customer service for e-commerce, then watch loyalty and revenue soar. \nAdd more time to your day with machine learning in customer service\nMachine learning is a colleague who can make you look smarter and help you perform better in your work. It\u2019s been estimated that about 25% of contact center agent\u2019s time is spent searching for information from different systems. That\u2019s one-fourth of the workday! It\u2019s a total waste of time, and shifts attention away from customer interactions.\nWhat if you had a chatbot who digs the needed information from all the data sources and conveniently provides it to you in a matter of seconds?\nYou could fully concentrate on listening and understanding the customer, thereby providing first-class customer service.\nMachine learning is a colleague we\u2019ll all know in the near future. It\u2019ll help us get quicker and smarter \u2013 and will help us transform our business in ways we can\u2019t even imagine right now. But the key is to start imaging and experimenting today.\nTechnology is evolving and in the future almost anything is possible, but we need to start envisioning how customer service will look in the era of intelligent machines. There are no ready answers yet, as we\u2019re all creating the future together.\n \nDon\u2019t leave your customers in the dark. Light the path to loyalty with great customer service. \ud83d\udca1Discover the ROI\u00a0HERE.\ud83d\udca1","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2016\/06\/Skype_photo-150x150.jpeg"},"name":"Kirsi Tarvainen","sameAs":["https:\/\/fi.linkedin.com\/in\/kirsitarvainen\/","https:\/\/twitter.com\/kirsitarvainen"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/"},"dateModified":"2021-11-17T22:18:47+00:00","datePublished":"2018-03-12T10:00:00+00:00","description":"Machine learning in customer service will be your new favorite colleague\u2014 dramatically boosting service for customers and service personnel.","headline":"Machine learning in customer service: Your new favorite colleague","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2018\/03\/thumbnail-e6ba57bcc58717d720a82090cf76a888-1200x630.jpeg","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/","name":"Machine learning in customer service: Your new favorite colleague","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and 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xmlns='http:\/\/www.w3.org\/2000\/svg' viewBox='0 0 1 1'%3E%3C\/svg%3E"}],"name":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/\nhttps:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/\nhttps:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/"}],"subjectOf":[{"@type":"FAQPage","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article_subjectOf_FAQPage","mainEntity":[{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#subjectOf_FAQPage_mainEntity0","name":"Machine learning boosts customer service","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#subjectOf_FAQPage_mainEntity0_acceptedAnswer_Answer","text":"Think about insurance companies. It\u2019s estimated that 70-80% of insurance claims are pretty straightforward, so it\u2019s an area where machine learning algorithms can find the right solution.For humans, it\u2019s hard to stay motivated if you have to repeatedly work through tons of claims for stolen bikes or broken mobile phones.But if you have machine learning as a colleague, you can let it solve the simple cases, so you can focus on the more challenging ones \u2013 and you\u2019ll actually have more time to carefully address each one since you don\u2019t need to worry about the bikes and phones.You can also consider contact centers. For customer service agents, it\u2019s difficult to answer similar, repeated questions over and over again.<\/span><\/strong><\/span>What if you let machine learning field the routine questions and you take the more inspiring cases where customers want to speak with a live agent?A great example of this is Finland Post, who created a Christmas Bot to help handle the pre-Christmas peaks in customer service.Customers could chat with the bot to get answer<\/a> to the easy, but frequent questions like, \u201cWhat is the last day to send my packet to France,\u201d which freed a lot of human resources to help customers with more complex queries."}]},{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#subjectOf_FAQPage_mainEntity1","name":"Add more time to your day with machine learning in customer service","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#subjectOf_FAQPage_mainEntity1_acceptedAnswer_Answer","text":"Machine learning is a colleague who can make you look smarter and help you perform better in your work. It\u2019s been estimated that about 25% of contact center agent\u2019s time is spent searching for information from different systems. That\u2019s one-fourth of the workday! It\u2019s a total waste of time, and shifts attention away from customer interactions.What if you had a chatbot who digs the needed information from all the data sources and conveniently provides it to you in a matter of seconds?<\/span><\/strong><\/span>You could fully concentrate on listening and understanding the customer, thereby providing first-class customer service.Machine learning is a colleague we\u2019ll all know in the near future. It\u2019ll help us get quicker and smarter \u2013 and will help us transform our business in ways we can\u2019t even imagine right now. But the key is to start imaging and experimenting today.Technology is evolving and in the future almost anything is possible, but we need to start envisioning how customer service will look in the era of intelligent machines. There are no ready answers yet, as we\u2019re all creating the future together. "}]}]}],"image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#Article_image_ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2018\/03\/thumbnail-e6ba57bcc58717d720a82090cf76a888-1200x630.jpeg","width":"1200","height":"630"}],"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/","articleBody":"\n You might not think of machine learning in customer service, but what if you had a colleague who would take care of all the dull, routine tasks without complaining?\nA co-worker who lets you do interesting and challenging tasks, helps you solve them, then happily lets you take all the credit. A colleague who stays after office hours doing prep work for you so that you will have a good start next morning?\nMeet machine learning, your new favorite colleague, who will dramatically change customer service both for customers and for customer service personnel.\n\n \n Mobile customer service: SMS tools, chatbots, and global social platforms\n \n \n Mobile customer service is about helping the 48% of US consumers that browse the web from mobile devices at any given moment.\u00a0It\u2019s about text message SMS, Facebook Messenger, Instagram DMs, chatbots and more.\n \n \n\nMachine learning boosts customer service\nThink about insurance companies. It\u2019s estimated that 70-80% of insurance claims are pretty straightforward, so it\u2019s an area where machine learning algorithms can find the right solution.\nFor humans, it\u2019s hard to stay motivated if you have to repeatedly work through tons of claims for stolen bikes or broken mobile phones.\nBut if you have machine learning as a colleague, you can let it solve the simple cases, so you can focus on the more challenging ones \u2013 and you\u2019ll actually have more time to carefully address each one since you don\u2019t need to worry about the bikes and phones.\nYou can also consider contact centers. For customer service agents, it\u2019s difficult to answer similar, repeated questions over and over again.\nWhat if you let machine learning field the routine questions and you take the more inspiring cases where customers want to speak with a live agent?\nA great example of this is Finland Post, who created a Christmas Bot to help handle the pre-Christmas peaks in customer service.\nCustomers could chat with the bot to get answer to the easy, but frequent questions like, \u201cWhat is the last day to send my packet to France,\u201d which freed a lot of human resources to help customers with more complex queries.\n\n \n How to improve customer service in e-commerce: Examples + benefits\n \n \n In a digital world, customer service is crucial. Learn how to improve customer service for e-commerce, then watch loyalty and revenue soar.\n \n \n\nAdd more time to your day with machine learning in customer service\nMachine learning is a colleague who can make you look smarter and help you perform better in your work. It\u2019s been estimated that about 25% of contact center agent\u2019s time is spent searching for information from different systems. That\u2019s one-fourth of the workday! It\u2019s a total waste of time, and shifts attention away from customer interactions.\nWhat if you had a chatbot who digs the needed information from all the data sources and conveniently provides it to you in a matter of seconds?\nYou could fully concentrate on listening and understanding the customer, thereby providing first-class customer service.\nMachine learning is a colleague we\u2019ll all know in the near future. It\u2019ll help us get quicker and smarter \u2013 and will help us transform our business in ways we can\u2019t even imagine right now. But the key is to start imaging and experimenting today.\nTechnology is evolving and in the future almost anything is possible, but we need to start envisioning how customer service will look in the era of intelligent machines. There are no ready answers yet, as we\u2019re all creating the future together.\n Don\u2019t leave your customers\nin the dark.\nLight the path to loyalty\nwith great customer service.\n\ud83d\udca1Discover the ROI\u00a0HERE.\ud83d\udca1\n\u00a0\n\n\n\n\t\n ","dateModified":"2021-11-17T22:18:47+00:00","name":"Machine learning in customer service: Your new favorite colleague","datePublished":"2018-03-12T10:00:00+00:00","headline":"Machine learning in customer service: Your new favorite colleague","description":"Machine learning in customer service will be your new favorite colleague\u2014 dramatically boosting service for customers and service personnel."}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2018","item":"https:\/\/www.the-future-of-commerce.com\/2018\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"03","item":"https:\/\/www.the-future-of-commerce.com\/2018\/\/03\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2018\/\/03\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Machine learning in customer service: Your new favorite colleague","item":"https:\/\/www.the-future-of-commerce.com\/2018\/03\/12\/meet-machine-learning-for-customer-service\/#breadcrumbitem"}]}]