Customer Service
Use Cases
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All Customer Service AI Use Cases
Accelerate claims processing by automating processesAccelerate identity verification for new and existing customersAlerting and diagnostics from real time patient dataAnalyse and understand customer sentiment displayed through direct customer contactAnalyse call content post-callAnalyse clinical outcomes to adapt clinical trial designAnalyse credit worthiness of under-banked individuals to provide banking servicesAnalyse how customers interact with deployed chatbotAssist visually impaired people by describing images or reading textAssisted or automated diagnosis and prescriptionAudit and optimise shelf placementAuthenticate individual identification through voice recognitionAutomate and simplify ID process involved in Know Your Customer (KYC) process for banksAutomate coding of treatments for billing and administrationAutomate community management by monitoring online discussions and flagging abuseAutomate customer service conversations through a text chatbotAutomate customer service disruption alertsAutomate customer service voice conversations with conversational agentAutomate delivery to customer eg via drone or self-driving vehicleAutomate driving with self-driving vehiclesAutomate generation of conversational media contentAutomate interaction between insurance agent with insurance company through chatbot functionalityAutomate inventory management for productsAutomate key tasks to support human driverAutomate personal finance management such as sending loan payments automaticallyAutomate point of saleAutomate product testing and quality assuranceAutomate property manager role with chatbot acting as concierge and interacting with tenantsAutomate real estate agent interaction with potential clientAutomate response to customer engagement on social media such as customer complaintsAutomate routine technical support activities like password resetAutomate sales conversations through a conversational agentAutomate sales conversations through a text chatbotCensor user generated content on social media and other platformsCreate new productsCreate questionable social media content to influence public opinionCreate text based content optimised for customers and consumersDeliver "digital human" conversational interface with customers in physical locationsDeliver personalised training courseDetect potential medical events from wearable sensor data and signal emergency responseDetect potentially fraudulent or nefarious usersDiagnose emotional reaction to enhance customer experienceDigitise and automate processes using Robotic Process Automation (RPA)Enable Augmented Reality (AR) sales propositions by locating imported product images in a live camera outputEnable enhanced retail customer experience and service through chatbotsEnhance insurance customer fraud detection by assessing behavioural dataEnhance product and service offeringEvaluate customer credit risk using application and other relevant data for faster and more efficient decisionsForecast asset pricing based on market patternsForecast call centre volumesIdentify customer trends through analysing contacts with organisationIdentify potential fraud from utility consumersImprove Interactive Voice Response (IVR) effectivenessImprove administrative productivity with Robotic Process AutomationManage routing of inbound email communicationsMap physical behaviour and interaction across the organisation to Improve team productivityMatch expectations from both sides of a 2-sided online marketModify driver experience based on emotion tracking through facial recognition systemMonitor and advise on key health indicators during pregnancyMonitor and react to health symptoms in post-hospitalisation care programmesMonitor customer experience across multiple channels to build holistic overviewMonitor patient outcomesMonitor patient prescription complianceMonitor transport fleet networks in real time to ensure safety of passengers and driversOptimise call routing based on customer characteristics potentially including expressed intentOptimise merchandising product mixOptimise quality of service and product deliveryOptimise website paywall proposition to maximise subscriber conversion ratesPersonalise flight recommendations to target individual consumers in time sensitive and dynamic marketPersonalise messaging, incentives and media used to improve wellness and prescription adherencePersonalise product offerings to target individual consumersPersonalise product recommendations for existing customersPersonalise product recommendations to target prospective customersPersonalise public services to target individual citizens depending on situationPersonalise strategy to target individual consumersPersonalised messaging to improve wellness and patient management for treatment of chronic conditionsPredict and drive customer retention and churn managementPredict failure and recommend proactive maintenance on vehicle componentsPredict individualised educational and career paths to advise on life decisionsPredict personalised health outcomes to recommend individual treatment approachPredict risk of churn for individual B2B clients and recommend targeted intervention strategyPredicting prescription adherence with different approaches to reminding patientsProvide clothing and beauty product proposition online based on subscriber preferencesProvide first line of medical advice online through chatbotRecognise complex voice commands to access greater variety of services and featuresRecommend lifestyle improvements to consumer for insurance policy coverage through robo advisorRecommend real estate property listings based on customer interestsScale and support data management and monitoringSuggest potential customer question responsesSupport multi-lingual service provision through conversational agentsTailor debt collection processes by identifying which practices are most effective for different segments of customersTranslate languages in real time to facilitate understanding
Customer Service Case Studies
30SecondsToFly struggles to scale the automation of SMB corporate travel management with the deployment of text chatbotsAbbvie achieves 90% cumulative medication adherence among patients with schizophrenia using image recognitionAcer America improves service by decreasing repeat caller rate by 15% with responses powered by natural language speech recognition.AeroMexico''s customer-service can handle as many inquiries as two full-time employees per day through its chatbotAlibaba has reduced customer service staff needs for its marketplace vendors by introducing a chatbotAmazon is testing its Prime Air drone delivery service promising to fly parcels to customers within 30 minutes of ordering.American Express Australia used machine learning to identify 24% of customer accounts that would close within four months allowing them to take preventative save actionsAtolla identifies skin health issues and recommends skin care products using machine learningAvianca Airlines improves customer experience and cuts check-in waiting times in half with natural language processingAylesbury Vale District Council''s services team now replies to residents’ questions almost two times faster using deep learning algorithmsBaidu does underwriting for consumers with limited credit history using machine learningBaillie Gifford investigates the potential of AI to improve efficiencies through automating fund manager''s tasksBank of America improved call centre completion time by 23% by tracking and analysing behavioural data with machine learning that identified employee performance increases when they network and share ideasBank of NY Mellon reduces processing and trade entry turn around time by 88% and 66% respectively using robotic process automation.Bank of the West announced implementation of Pindrop''s machine learning fraud detection software in its call centresBanner Health saves $29m in three years by helping avoid hospitalisation for patients with multiple chronic conditions by remote monitoring of vitals and analysis with machine learningBarclays reduces telephone banking user authentication time to under 10 seconds using voice identificationBlue Cross Blue Shield reduced post hospitalisation costs by over 20% by driving patient engagement with digital post care programs using smart devices, sensors and machine learningBooking.com resolves half of customer queries to its text chatbot in five minutes and without human intervention using semi-supervised learningBradesco bank increases customer satisfaction and service efficiency by implementing a virtual agent to aid employees and automate responsesCARFIT is offering real time issue detection on tires, wheels, shocks and brakes with machine learningCleo offers personalised support system for expecting parents which maps user preferences and helps them find matching providers and other services using machine learningCopa Airlines enhances online customer experience through a chatbot travel agentDBS automates responses to 82% of their Digibank customer questions using the KAI chatbotDGI improves customer service by providing portfolio commentary generated using natural language processingDai-ichi Life enhances customer engagement and nudgee them towards healthy habits using app and machine learningDeepMagic offers a fully automated retail pop-up store which uses facial and image recognition to identify customers and determine what they pick up and put downDominos Pizza allows customers to order pizza through a voice conversational chatbot and machine learningDorchester Collections personalises guest experience with machine learning analyticsDubai Airport improves customer waiting time and baggage tracking through out the airport using machine learning and visual recognitionEarnUp automates loan repayments by analysing customer needs and spending patterns using machine learningEl Camino Hospital reduces number of patient falls by 39% using machine learning to predict when a patient is about to fallEnel improved the average energy recovered per non-technical loss inspection by 70% in Italy and more than 300% in Spain using machine learningEstée Lauder provides a superior online shopping experience to customers using augmented reality and chatbotsFlipkart increases online cart orders by 12% after implementing the Mira chatbot to help customersGeorgia State University improved on-time enrolment by 3.3 percentage points using a machine learning chatbot to guide students during the processHang Seng Bank improves customer experience through chatbots using NLP to assist customersHipmunk has simplifyied travel planning with its free virtual travel agent powered by AIHonda equips its NeuV concept vehicle with an emotion engine to facilitate automated drivingHonda reduced the time required to understand customer feedback by 80% using AIHumana achieves 28-percent increase in customer satisfaction by coaching agents and supervisors in real-time by recognising emotions from customer voiceHyundai Motor will offer voice-enabled intelligent personal agent to predict driver needs and facilitate vehicle functions in new modelsInstagram automates image description generation using machine learningInstagram battles bullying on its platform with machine learningJ.P. Morgan pilots an online virtual assistant for corporate clients to assist with queries and website navigationJaeger-LeCoultre offers personalised recommendations that match items in cart or those bought previously, using chatbot serviceKLM automates responses to over 50% of customer enquiries on social media by implementing a machine learning chatbotKLM introduces conversational agent to help customers book plane tickets and create packing listsLV= Brokers reduces the call volume from brokers by 91% by piloting a chatbot for queriesLendUp has built a machine learning driven platform to encourage debt holders to make payments using personalised reminders, offers and repayment plansLowes introduced Lowebot, a retail robot, to help customers and scan inventory in real-time to locate product or price discrepanciesMS & AD Insurance Group detects 2.5 times more fraudulent claims than industry average using machine learningMacy’s launches an in-store shopping assistant to help shoppers find information using conversational agentsMagoosh supports agents with answers to 83% of ticketed enquiries and halves the customer requests queue with internal chatbot for agentsMaria Fareri Children''s Hospital deploys a diagnosis platform using NLP and algorithmic search to assist physicians with difficult to diagnose symptomsMarks & Spencer plans to automate all customer call routing with 90% accuracy using machine learningMashreq to provide seamless digital customer experience and improve operational efficiency through robotic process automation and machine learningMercedes-Benz claims 20% increase in parking garage space by implementing autonomous valet parking system developed with BoschMetLifeMicrosoft''s Tay bot project is taken down after generating sexist, racist and offensive comments onlineMonzo is enhancing its customer service with the use of machine learningNautilus aims to engage its customer base with AI-powered training and coaching systemNovotel Ambassador Seoul Dongdaemun Hotels & Residences achieves voice recognition accuracy of over 80% for English and Korean for its automated concierge systemOCBC Bank text chatbot closes SGD70m in home loansOLA strengthens passenger safety with real-time ride monitoring system based on machine learningPing An Insurance improves client authentication efficiency by using face and voice recognitionPinterest enables its customer service team to offer international customer service in 28 different languages using machine translationPockit increases customer conversions by 15% using automated identity verification from OnfidoProgressive implements mobile chatbot to answer customer service questionsSWBC automates addressing customer queries about claim submissions with 95% accuracy using chatbotServiceNow automates password reset for customers using chatbotSpirit AI attempts to make gaming communities more inclusive by using natural language understanding and machine learning to monitor conversations and detect cyber bullyingSpruce uses a chatbot to enhance guest experience by updating employees with information about guests and speeding up check-outsStarOfService reduces average handling time of customer service enquiries by 46% with AIStitchFix identifies best matching personal stylists for each customer using machine learning to better serve its 2.2m customersThe All England Lawn Tennis Club assists attendees navigate the venue with an event specific conversational chatbotThe North Face offers customers a personalised, engaging virtual shopping experience using chatbot and machine learningThe UK NHS reduces costs by providing healthcare triage advice via a virtual assistant mobile appThe University of Alberta aims to ensure the safety and independence of seniors using deep learning and machine visionTicketMaster uses conversational voice and text chatbots to improve event searching and ticket sales experienceToronto-Dominion(TD) Bank plans to offer personalised recommendations for its customers using deep learningTrainline automates disruption information and alerts using natural language processingTravelBird reduced call centre average handling time by 30% while reaching 90% customer satisfaction using automated customer service response handlingTruss provides tailored commercial real estate listings to users using AI chatbotUPS enhances customer service through AI-enabled chatbot which assists with tracking packages and finding shipping rates and locationsUSAA implements Watson to automate responses to customer services inquiries onlineUber Eats improves estimated time of delivery information accuracy by 26% using machine learning algorithmsUber automates map data issue detection from its customer support ticketsUnder Armour is leveraging machine vision and learning to provide UA Record™ app users with enhanced coaching on sleep, fitness, activity and nutritionUtah Hospital automates treatment coding using NLP increasing coder productivity by 21% and reducing hospital acquired conditions by 63%Virgin Trains streamline the labour intensive admin tasks to improve customer service while reducing man hours per day by 90% through cognitive learningWestJet introduces a customer service chatbot on Facebook MessengerWhole Foods enhances shopping experience at physical stores by using chatbots to offer recipes with ingredients in the aisle, easier search option with emojis etc.Zenplace plans to implement conversational agents to connect tenants with property management through home deviceseBay introduces an app for sellers to identify the right sized shipping box for products using AR and calculate shipping costs