Throughout history, the way businesses interact with customers has undergone dramatic transformations. From the early days of the telegraph to the rise of call centres, and now the dawn of Artificial Intelligence (AI). Each era has brought about new tools and strategies to enhance customer service. As we stand on the brink of another revolution in customer service, learn how AI is set to redefine the way businesses interact with their customers.

A Brief History of Customer Service

Customer service has always been a crucial aspect of business, but the methods and technologies used to deliver it have evolved significantly over time:

• The Telegraph Era: In the mid-19th century, the telegraph was the first technology to allow businesses to communicate with customers over long distances quickly. Although it was a breakthrough, customer service was still slow and limited by today’s standards.
• The Telephone Revolution: The invention of the telephone in the late 19th century revolutionised customer service by making real-time communication possible. Businesses could now interact with customers instantly, leading to the creation of dedicated customer service departments.
• The Digital Age: The late 20th century saw the rise of the internet and email, which transformed customer service once again. Customers could now reach out to companies at any time, from anywhere in the world, and businesses had to adapt to this new level of accessibility.
• The AI Revolution: Today, we stand on the cusp of another major transformation in customer service, driven by AI. Just as previous technologies reshaped how businesses interact with customers, AI is set to revolutionise the industry by automating routine tasks, enhancing personalisation, and improving efficiency.

How Esker’s AI Solutions are Shaping the Future of Customer Service

Esker’s AI-driven solutions are at the forefront of this new revolution, offering businesses the tools they need to meet the demands of modern customers. Esker offers a digital assistant for CS departments:
 

• Automated Order Management: By automatically capturing and processing orders from various channels, Esker’s AI ensures that orders are handled accurately and swiftly, freeing up human agents to focus on more complex tasks.
• Don’t let a customer email slip through the cracks ever again! Esker’s AI categorises, prioritises, and routes emails to the appropriate department or individual, ensuring that customer enquiries are addressed promptly and effectively.
• Communication is key! Clarify & respond through internal chats with coworkers & other departments. Engage in external conversations with customers & track all conversations
• The beauty of simplicity: Simplify communications with proposed answers based on templates or generated by ChatGPT

The Benefits of Embracing AI in Customer Service

Despite all the noise about how "AI is coming for our jobs," the main goal of utilising these technologies should be to increase the job satisfaction for those working in Customer Service. This is the result when processes are streamlined by eliminating monotonous, repetitive tasks, and when there is visibility over the processes and their current status. Increased job satisfaction for Customer Service Representatives (CSRs) doesn’t just benefit the employees themselves, there are also measurable positive effects for the customers: Happier CSRs create a more pleasant purchasing experience, and the insights that AI provides can help CSRs understand the customer needs better and prevent miscommunications. In short: Happy CSRs make for happy customers!

Just as each technological advancement in the past brought about significant benefits for businesses, implementing AI in customer service offers numerous advantages:

1. Increased Efficiency
AI streamlines processes, allowing businesses to manage additional orders and handle more customer enquiries without increasing costs.

2. Enhanced Customer Satisfaction
By offering faster, more personalised service, AI helps businesses improve customer satisfaction.

3. Cost Savings
Automation reduces the need for manual intervention, cutting down on labour costs and minimising errors.

Conclusion: Embrace the Next Revolution with Esker’s AI Solutions

The history of customer service is one of continuous evolution, driven by technological advancements. From the telegraph to the telephone, and now to AI, each era has brought new ways for businesses to better serve their customers. Esker’s AI-driven solutions represent the next step in this journey, offering businesses the tools they need to stay ahead in an increasingly competitive landscape. To learn more about how AI can revolutionise your customer service, contact me today to discuss further or request a demo.