Customer Experience

Artificial Intelligence (AI) in Customer Service Keys Benefits

Artificial Intelligence (AI) in Customer Service: Keys Benefits

Artificial Intelligence (AI) in Customer Service: Keys Benefits 700 500 Xcelpros Team

At a Glance

  • Customer support professionals face constant challenges trying to understand customer requirements while making connections on an emotional level.
  • Emotional connections with customers has become an extremely important requirement for companies looking to boost their bottom-line.
  • Artificial intelligence (AI) for customer support coupled with machine learning (ML) helps analyze large volumes of customer data using tools like Natural Language Processing (NLP) and advanced voice recognition, to generate.


Today’s customers want more affordable, convenient services that cater to their unique needs. Significantly more business is transacted seamlessly across both physical and digital channels. This is a result of increased trust in day-to-day technology which has led to increased sales, along with an easy way for customers to recommend products and services to other people, creating a whole new network of promoters. To take advantage of this change in behaviour, more companies are working harder than ever to deliver better services and provide great end-to-end customer experience.


of customers are willing to switch brands looking for a better customer experience.

Source: Forbes

A lot of brands fail to create a positive emotional experience which directly impacts customer loyalty. This dissatisfaction results in customers switching between brands due to a poor customer experience.

Companies that excel in customer experience can uplift their revenues by 4%-8%.Source: Bain

Understanding this, more companies are beginning to come around to the benefits of investing in AI-automated technologies, with some choosing to focus on boosting their revenue, and others favoring customer experience over price and quality. This doesn’t ignore pricing, but let’s companies place more emphasis on the user experience. Additionally, most of these systems can be automated, further increasing the benefits.


of the customer interactions will be handled by AI eliminating the presence of human agents by 20202

Source: A Gartner Study

Enhancing the customer experience with AI

In a digital world where every minute is important, it doesn’t make sense to have multiple virtual customer service agents set up to manage small issues. Using AI-based solutions to answer simple questions can help control costs to your company along with offering a host of additional benefits such as:

  • Providing faster issue resolution
  • Answering customer questions 24/7
  • Sorting and routing messages
  • Ability to transfer to live support as necessary
  • Freeing of asset availability to manage high value incidents

This is accomplished by analyzing large volumes of data much faster than a human. AI also uses high-level voice recognition to identify the voices of customers, understand the problem and provide the necessary responses. This all allows for faster prediction of market requirements with much higher accuracy.

Another tool born of AI, Natural Language Processing (NLP), analyses human language to understand context and determine outcomes seamlessly, and often undetected. NLP works in a union with voice recognition to ensure faster problem resolution for customers, reducing frustration. These solutions are deployed as bots and can even be set up to transfer to a human assistant in the event the system is unable to assist. This is important to remember as AI isn’t a replacement for human interaction, just a tool that facilitates an improved experience.

Using AI for enhancing customer experience helps organizations achieve a number of sought after benefits including minimizing pain points, and reducing the number of hours spent by customer agents on simple tasks. AI driven automation with advanced machine learning helps empower your support agents to do their job more efficiently, creating more opportunities for up-sell and cross-sell activities designed to increase sales.

In today’s Age of the Customer, personal, emotive customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve. For brands to compete – and win – in CX in 2018 and beyond, service leaders must ensure their teams optimize processes and communication in ways that create positive emotional experiences for customers.

Dennis Fois | CEO of NewVoiceMedia

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Exploring options – How Dynamics 365 can help

Microsoft’s Dynamics 365 Customer Service insights let’s businesses leverage AI-driven insights to improve their customer service experience. Microsoft has included the following innovative features designed to help track performance across various channels

  • Dashboard Reference
  • Data Subject Rights (DSR) requests under GDPR

The dashboard reference comprises of various dashboards such as –

1.KPI summary dashboard This offers a macro-view of customer service experiences in your company, displaying topics currently generating the highest volume along with emerging issues.

2.New cases dashboard This is an overview of all the newly added customer cases in your system.

New cases dashboard

3.Resolutions dashboard This is a company-wide view of all case resolutions. AI helps identify the issues that impact resolution time.

Resolutions dashboard

4.Customer satisfaction dashboard Offers an overview of all the customer satisfaction scores in your company using AI automation to track the topics which have the highest impact on CSAT scores.

Customer satisfaction dashboard

5.Topic details dashboard This is a detailed overview of key performance indicators(KPIs) for specific topics using AI automation to showcase the impact by product and channel on customer satisfaction scores and resolution time.

Topic details dashboard

Aside from built-in dashboards, visual filters, and interactive charts that give an overview of operational data across all channels, Dynamics 365 also offers actionable insights based on critical performance metrics and emerging trends from your customer service system, highlighting areas that could benefit from improvement and could significantly impact business growth.

Dynamics 365 AI for Customer Service Insights provides a number of valuable benefits including

Improving customer satisfactionBuild brand loyalty by resolving issues before in a timely fashion. Gain a comprehensive understanding of CSAT scores used to calculate customer satisfaction.

Increasing operational efficiencies Streamline operations with insights from case resolutions, historical comparisons, and backlog trends to evaluate customer service agent performance. Monitor case volumes and expected support topics to optimize efficiency.

Enhancing visibility Dynamics 365 helps with effective visualization of customer engagement patterns, customer service operations using various AI-automated dashboards, machine learning capabilities and agent performance, and more. Discover and share critical insights using interactive charts and filters with AI for customer service.

Key Takeaways

While things like sales, pricing and quantity is often the main focus of businesses, it’s important to understand that developing good experiences with customers is just as important, sometimes more. Satisfied customers become extremely effective promoters of the brand simply by recommending your products or services to people they know. This helps businesses expand as loyalty leads to an emotional connection.

As we continue to see newer, more advanced technologies designed to simplify and enhance customer service experiences emerge, understanding the simple fact that people never forget how you made them feel will be even more important. The future of AI in customer service is indeed very bright.

Also Read: Artificial Intelligence in Insurtech : Reshaping the Insurance Industry

Ways to enhance customer experience in pharmaceutical industry banner

Ways to Enhance Customer Experience in the Pharmaceutical Industry

Ways to Enhance Customer Experience in the Pharmaceutical Industry 700 500 Xcelpros Team

At a Glance

  • The face of the pharmaceutical industry is rapidly changing from R&D to directly interacting with their customers.
  • With changing demand and expectations, technology will be more important than ever to establishing a fortified system that brings together businesses and their customers.
  • The conventional chain of interaction between the pharmaceutical sector and its customers involving healthcare professionals is set to undergo a change to help the pharmaceutical industry better understand and manage customer expectations.

For years the pharmaceutical sector has operated in silos, in terms of understanding and managing their customer base. While there has been considerable change in the technology used for research and development, when it comes to customer experience and engagement in the pharmaceutical industry, there is still a long way to go. There is a growing need for the merging of customer management, meeting demands for particular drugs etc. using complete solutions like Microsoft’s Dynamics 365 line of products.

It’s become obvious that technology will play a critical role at the forefront of customer engagement, sales and marketing departments. In this article, we explore how adopting cutting-edge tools and software pertaining to customer relationship management (CRM) can benefit organizations.

1.Going OnlineDue to the outbreak of coronavirus, there was a sudden and steep decline in financial outcome across multiple industries in the first quarter of 2020. The market slowdown led to slower investments, reduced credit timescales by banks (leading to delay in funding), lack of sufficient security packages, covenant limits, etc. The financial impact has caused significant distress for the chemical industry, and top-level executives had to rethink their business procedures to ride through these distressing times.

2.Leverage Technology for Stakeholder ManagementIn a connected world, it is essential for pharmaceutical companies to understand and cater to the needs of different stakeholders in order to ramp up sales and reach their target customers more effectively, including generic drug manufacturers, biotech firms, physicians, chemists and more. Technology plays a crucial role in this scenario by providing tools like the aforementioned Microsoft Dynamics 365 products that enable sales teams to connect with different users through a centralized system.

Figure 1:Customer Engagement in the Pharma Sector Through Technology

Customer Engagement in the Pharma Sector Through Technology

3.Redefine Customer Engagement Strategy with a Sales-driven ApproachFor years, the pharmaceutical sector has by and large been driven through its approach towards research. While the competition for customer aquisition in the pharmaceutical industry, retention and expansion has always existed, not all pharma companies are known for aggressive sales-driven strategies. With the gap between the customer and pharma sector decreasing over time, the sales executives need to overhaul their strategies to directly engage with their customers and turn things around. Companies will be able to mitigate the costs involved in a conventional hierarchical setup for many of their products, and customers will have direct and easy access to drugs or other healthcare products that don’t require a physician’s supervision. An intelligent digital sales-driven approach can also boost revenue of pharmaceutical companies and keep them in sync with demands and expectations of their customer-base.

Key Takeaways

All said and done companies need to make better use of technology available to their sales and marketing departments in order to create an enhanced pharmaceutical customer experience in the pharmaceutical industry. Today, pharma companies that show agility and precision in adapting newer technologies, tools and software will lead the way in pharma customer engagement and retention. Below are some key takeaways –

  • Pharmaceutical companies need to embrace technology for a better understanding of customer expectations.
  • There is immense competition across the pharmaceutical market for customer acquisition and retention, that is achievable only by adopting a modern, sales-driven digital technology.
  • Use of transformative tools and processes are some of the best ways to manage all customers effectively.

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References: The Importance Of A Great Customer Experience For Pharmaceutical Companies