How Artificial Intelligence Is Revolutionising The Customer Service Industry


In the past couple of decades, the potential life-changing capacity of artificial intelligence (AI) has been debated and championed, but some consumers may argue that they are yet to see any significantly tangible changes to their experience. This is a result of many AI developments tinkering with processes that are not always clearly noticeable, but the way that AI impacts on the customer service industry is set to become more blatant and far-reaching in the coming years.

The inexorable growth of data and the creation of more sophisticated algorithms are giving AI more practical applications than ever before. In fact, the use of AI in customer service is likely to become standard across almost all industries in the near future. Through the development of chatbots that can respond at any time to specific consumer questions and complaints to providing an e-commerce experience tailored to an individual’s desires, AI is beginning to revolutionise the customer service experience.

This is evident across an eclectic range of industries. The online casino industry has grown and developed in every facet during the past decade to far surpass the popularity of their land-based counterparts. Online casinos have proved more attractive to many because of their convenience and range of games, but these casinos are now also able to match their physical contemporaries for customer service. One online casino that has used AI support to produce an intuitive and responsive chat feature is CasinoCruise, with customers able to input their area of concern to receive relevant advice. This helps to create an atmosphere in which users feel valued at all times, and get answers to their questions faster than before.

That sort of chat feature, or chatbot, is expected to become the default form of customer service across a variety of industries. One corollary of the rise of chatbots is that companies can offer 24/7 customer support; Tech Genix notes how the problems that arise as a result of different time zones can be negated by AI-driven customer service, with 24/7 support now standard in almost all industries as a result of AI.


Companies can not only provide more unfettered access to consumers in terms of support, but they can also use AI to aid in the provision of a personalised service. The development of AI is giving businesses greater insight into consumer habits, with Forbes noting how Spotify deployed AI to analyse data from over 100 million people to highlight noteworthy trends that could have otherwise gone unnoticed. This enabled Spotify to deliver a marketing campaign that felt more attuned to its clientele than previously possible.

A blog from Will Thiel at Pointillist acknowledges how analytic systems powered by AI can evaluate a much larger data pool than other methods, noting how this can allow businesses to predict future consumer moves based on their history. For example, skiing equipment retailer Black Diamond combines insights of individual’s purchasing past with analysis of weather conditions to identify suitable products for that consumer.

Research from Oracle indicates that eight out of ten business will aim to have implemented an AI-based customer service solution by 2020, with that number likely to rise. Issues regarding inflexible and ineffective customer support could become a thing of the past, with AI driving the customer service industry into a more efficient future.