How AI will transform Customer Service in 2025
Artificial intelligence covers very diverse fields, but in this post we are going to focus on the forecasts about how AI will transform customer service in 2025. starting from top examples that already exist in 2024 and assessing their future development. And we give you statistics so you can see the general forecast in figures.
We are going to focus, therefore, on the way in which this technology helps businesses, revolutionizing customer service in this case. But we are also going to evaluate how these innovations affect, or can affect, clients and users.
In AmesB, like digital marketing agency, we are very attentive to the unstoppable trajectory of AI, to advise entrepreneurs who trust us on how to get the best out of it.
Table of Contents
Advanced automation of chatbots and virtual assistants
This type of non-human assistance is by no means new. But when it incorporates artificial intelligence it offers faster, more accurate and personalized responses. And, consequently, better customer service, while saving companies resources.
In this sense, we must always keep in mind that rapid assistance but of little practical value is counterproductive, but if, in addition to being fast, it is correct and efficient, it will help increase customer satisfaction.
To all this we must add that AI models for assistance understand the behavior and needs of users. and they can learn from the interactions they make, which enhances its effectiveness.
Looking ahead to 2025, AI chatbots will continue to evolve and perfecting, so that the positive relationship with customers, and their assessment in this regard, improves substantially. The priority, in your case, is that if you decide to go for it, you choose the solution that best fits your business, within what the market offers in terms of customer service tools with artificial intelligence.
Examples of automated assistance
- AI HelpMate, by Trengo: for example, the Dutch company Alfrink Cosmetics Use this smart chatbot to connect with thousands of sellers in Europe. AI HelpMate automatically manages queries, resolving them without human intervention when they are common. This reduces the need for human intervention, as the team can focus on more complex issues. In addition, with this system you obtain detailed reports on customer contact.
- Freddy, the fresh desk: maybe it sounds familiar to you Klarna, an international company that has an easy payment management service - to split purchases. Well, count on Freddy to provide immediate responses to its 80 million customers around the planet. Freshdesk is a customer service software also based on artificial intelligence, and it is multichannel (communicates via email and chat). An example of its abilities is that it can check the status of orders or book appointments, among other actions.
Truly unique experiences = Hyper-personalization
Hyperpersonalization with AI is transforming the way companies interact with their customers guiding them in their purchases, and offering them highly personalized recommendations. Artificial intelligence and machine learning are fundamental for this hyperpersonalization, since they allow behavioral patterns to be analyzed, predict future needs and generate 100% personalized recommendations automatically. Have you already guessed it? Yes, this today is synonymous with a marketplace.
While biggies like Amazon are already employing hyper-personalization techniques with AI, by 2025 Many other companies are expected to apply it in their online stores. Although they are not global giants. The key is adjusting offers and communications at the right time to boost sales.
Examples of success of big brands
- Zendesk: companies like Airbnb, Dropbox, L’Oréal O Vimeo They use Zendesk to optimize their customer service, a platform designed to manage customer relationships through a comprehensive support system. Customer service is 100% personalized thanks to the user's preference history.
- Amazon AI Personal Shopper: that is, the artificial intelligence technology developed internally by Amazon for your marketplace. It has perfected the personalized recommendation system and also includes Rufus. The Rufus chatbot is based on generative AI and talks to the potential buyer providing them with information of interest, taking into account customer reviews and questions and answers from the community, for example.
We convert Leads into clients
We obtain qualified leads with the most appropriate digital marketing techniques in each case. We focus on ensuring that potential buyers go through the sales funnel and become real customers.
We prevent you from spending time and effort on leads who, although they correspond to people who show some interest, are not determined to purchase your product or service. We will customize for you a series of methods and strategies until you reach a high conversion rate in order to increase your sales.
Other benefits of AI in customer service
Support in the sales and after-sales process
Let's continue with e-commerce and all the repetitive tasks that a user's activity can trigger. For example, the solution Dunzo Works with AI chatbots to automate repeat queries, share order details and process cancellation and refund requests.
Customer service on social networks
Let's look at a very illustrative example on this matter: Domino’s ‘Dom’. This chatbot makes it possible for customers of this fast food brand to place orders directly through social networks such as Facebook Messenger, simplifying the process and without forgetting the tracking of orders.
Internal friction point analysis
In general, artificial intelligence helps Customer Experience (CX) managers detect and analyze problem points in the customer experience, to improve it. This proactivity directly affects the operational efficiency of companies.
How will AI transform Customer Service in 2025? Data and challenges
It is estimated that, by 2025, 80% of customer interactions will be managed by AI, according to the research consultancy Gartner (USA).
However, as we move towards 2025, the key to success in customer service will be finding the ideal balance between AI efficiency and human empathy, creating experiences that are both technologically advanced and deeply personal. And that all this results in the effectiveness of the processes and the satisfaction of the buyer. By achieving this harmony, companies will be better positioned to offer exceptional experiences, and differentiate themselves from others in an ultra-competitive market.
In that sense, there is already talk of concepts such as artificial empathy, term indicating the ability of AI systems to recognize, interpret and respond to human emotions appropriately. This is a vital challenge for 2025, as artificial intelligence still has difficulty capturing the full emotional and social context of a person, and acting accordingly.