How is Artificial Intelligence Revolutionising Customer Service

By Andrea Smith, Executive Director, Software Solutions - 3 Oct, 2023
Digital Transformation
3 Minutes Read

 Artificial Intelligence (AI) is a powerful tool that is enabling companies to re-shape how they engage with their customers. From chatbots and virtual agents, which offer instant support, to predictive analytics that anticipate customer needs, AI is helping businesses increase efficiency, availability and scalability.

One thing remains constant: the vital importance of customer experience. Expectations for seamless, personalised, and efficient interactions have increased to unprecedented heights as they become more discerning and tech-savvy. Meeting these customer expectations is now a prerequisite for staying both relevant and competitive. This blog explores some of the AI-powered tools that can help to enhance the customer experience.

Enhancing Customer Experience through AI-Powered Tools

Virtual Assistants: Virtual Assistants enabled with customer intent analysis can help streamline improvements to knowledge base repositories and shape the ongoing development of self-service offerings. Machine learning enabled apps will review historical transcripts between customers and assistants to extract the most commonly requested queries (i.e., “How to pay my bill”). These intents can then be inserted into a voice or chat experience to accelerate and improve knowledge repositories and self-service options. 

Customer Journey Mapping: The ability to analyse customer behaviour on a website, which can be combined with demographic and preference information from a CRM, allowing organisations to proactively engage with customers in real-time with a live agent. 

Natural Language Understanding (NLU): Agent assistance tools use NLU to summarise customer activity with a virtual assistant to aid live agents and proactively recommend content for them to share with the customer. 

AI Tools: Real-Life Scenarios in Businesses

AI is utilising web messaging to allow customers to contact New Era for support services. Before reaching a live agent, the customer is presented with a self-service virtual agent, complete with a knowledge repository, which has been updated automatically with online content. If customer is unable to obtain the information they need for assistance they can be routed to a live agent who will chat with them and triage the individual to technical support engineers as needed. The transcripts are then fed through the mining engine to update the self-service knowledge base regularly. 

How do Businesses Get Started on their AI Journey?

Start with a simple chat implementation associated with a knowledge base. A knowledge base can be developed from a list of frequently asked questions collected from your customer service team. Cloud solutions allow us to auto-generate web page widgets to initiate chat interactions. Historical interactions can be reviewed to determine why customers are using the bot, without extensive data analysis. This information can quickly be used to tune and grow the bot capabilities.   

Note:  AI adoption is an ongoing process. Start small, learn from your experience, and gradually expand your AI offerings as your confidence and competence grow internally. 

How New Era Can Assist in Your AI Journey

New Era Technology can play a pivotal role in helping businesses adapt to and implement an AI strategy in the customer service space. Here are some ways in which New Era Technology can assist businesses in this transformative process: 

  • AI Strategy Assessment
  • Customized AI Solutions
  • Integration with Existing Systems
  • Training
  • Continuous Improvement
  • Security and Compliance
  • Cost-Benefit Analysis
  • Scalability

New Era Technology can serve as your strategic partner in your journey to adapt to and implement AI in the customer service space. Contact us today to get started.


Andrea Smith   |  Executive Director, Software Solutions, New Era Technology
James Fontaine  |  Director, Business Development, New Era Technology


Author: Andrea Smith, Executive Director, Software Solutions

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