Top 10 Companies Using AI for Customer Service: Case Studies

ChatGPT, a conversational generative artificial intelligence (AI) tool, has taken the globe by storm. It had apparently become the most prevalent app of all time just a few months after its introduction. And today, scarcely a day goes by without hearing about a large corporation utilizing it (or comparable technologies) to redefine and reimagine how they work—often with spectacular outcomes. ChatGPT certainly has far-reaching consequences for a wide range of sectors and professions. While technology may render certain job responsibilities obsolete, it will also generate many new ones.

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Its most significant benefit, however, is that it allows many of us to "work smarter" by supplementing our existing talents and abilities with super-powered AI help. Some businesses are already utilizing it to develop new products. Boost your skills by learning: Digital Marketing
 
Table of Contents:
Companies Using AI for Customer Service

Companies Using AI for Customer Service:
 
Tencent: In its goal to become "the most respected internet enterprise," Chinese social networking company Tencent has integrated artificial intelligence into its operations. Its program, WeChat, has 1 billion users, but it has expanded into gaming, digital assistants, mobile payments, cloud storage, live streaming, sports, education, movies, and even self-driving cars. Among the company's slogans is "AI in all." Tencent collects massive quantities of data and understanding on its clients, which it processes and uses to its advantage.
 
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Email inquiries organized by AI: Having someone read every email a firm receives in order to find out what the client needs and how to handle it can be a time-consuming chore. That is why businesses are turning to artificial intelligence to speed up the process. DigitalGenius, with its core customer service solution, is one firm that provides this type of technology. Some businesses use AI-powered technology to scan and categorize emails in order to route them to the appropriate location. The technology also gives templates and clips from the best previous replies to help agents rapidly build a response. DigitalGenius demonstrates the utilization of their technologies by student preparation provider Magoosh. According to Magoosh, the system forced its customer care team to work overtime. DigitalGenius demonstrates the utilization of their technologies by student preparation provider Magoosh. According to Magoosh, the technology dramatically increased the efficiency of their customer service crew. The system enabled them to decrease the number of client requests awaiting a response in half, allowing Magoosh to reach its internal objective of replying to all customers within 24 hours. DigitalGenius says that its technology, which tags and sorts incoming requests, can handle more than 83% of them.
 
Duolingo: Duolingo, a language learning platform, has launched two new features powered on GPT-4, the most powerful of ChatGPT maker OpenAI's LLMs. Duolingo Max provides language students with in-depth explanations of why their responses to practice or assessments were correct or incorrect, given in plain language, much like a real instructor. The other component lets students hone their language abilities by acting out scenarios with AI characters, such as buying beverages from a barista in a Parisian café. The personas each have their own distinct personalities and backstories, which users may discover when they engage with them.
 
Coca-Cola: The soft drinks behemoth has teamed up with consultants Bain & Company to use ChatGPT to help with marketing and generating individualized consumer experiences. It hopes to employ the technology, coupled with the generative picture tool Dall-E, to create individualized ad content, graphics, and messaging, according to a news statement.
 
Alphabet (Google): Google's parent business is Alphabet. Waymo, the company's self-driving technology business, started as a Google initiative. Today, Waymo intends to deliver self-driving technology to the globe in order to not only transport people but also minimize accidents. Its self-driving taxis are now transporting passengers across California. Currently, the firm is unable to charge fares, and a human driver remains behind the wheel throughout the experimental program. When Google purchased DeepMind, it showed its commitment to deep learning. Not only did the system learn to play 49 different Atari games, but it was also the first to defeat a professional Go player. An AI voice interface may make phone calls and arrange appointments on your behalf using natural language processing. Learn more about how Google uses artificial intelligence and machine learning in its operations.
 
London Liberty: According to a case study, the department store Liberty London needed to update its customer care operation to eliminate "repetitive work and wasted effort" and create a "premium" client experience across numerous channels. As online sales increased to over 50% of total sales, the company sought to provide agents with the most up-to-date digital tools and customer service data in order to assess, optimize, and enhance the operation. Liberty London collaborated with Zendesk, a San Francisco-based customer experience software business, to utilize AI to automatically identify and route customer support requests to "the right team at the "right time," enabling the business to handle peak client service hours. The Zendesk AI engine recognized and tagged consumer intent, sentiment, and language in order to route and "solve" issues as rapidly as possible. The software will also be used to route and assign backlog tickets in order to "remove bottlenecks across customer service operations. Liberty is all about providing a personal service," says Ian Hunt, Liberty London's head of customer services.
 
Cheggmate: Cheggmate, a new service powered by GPT-4, has been unveiled by this educational platform utilized by college students to help with tasks. Previously, students paid to have questions answered by human professionals as part of the company's business strategy. When CEO Dan Rosensweig declared that the introduction of ChatGPT was affecting the firm's development, its stock dropped by 40%, and the company swiftly devised strategies to include it into its services.

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Alibaba: Alibaba is the world's biggest e-commerce marketplace, selling more than Amazon and eBay combined. Natural language processing is used by the firm to automatically produce product descriptions for the website. Alibaba also used artificial intelligence in its City Brain initiative to build smart cities. By tracking every car in the city, the initiative employs AI algorithms to minimize traffic congestion. Furthermore, Alibaba, through its cloud computing branch named Alibaba Cloud, is using artificial intelligence to help farmers monitor crops in order to boost production and minimize expenses.
 
Octopus Power: Octopus Energy, a UK-based energy company, has integrated ChatGPT into its customer support channels and claims that it currently handles 44 percent of consumer requests. According to CEO Greg Jackson, the program currently employs 250 people and has greater customer satisfaction scores than human customer support workers.
 
Apple: Apple is a global technology company that sells consumer goods such as iPhones and Apple Watches, as well as computer software and internet services. Apple employs artificial intelligence and machine learning in devices such as the iPhone, where the FaceID feature is enabled, and in goods such as the AirPods, Apple Watch, and HomePod smart speakers, where the smart assistant Siri is enabled. Apple is also expanding its service offerings, employing AI to propose music on Apple Music, assist you in finding a photo in iCloud, or route you to your destination.

 
ChatGPT, a conversational-generating artificial intelligence (AI) tool, has gone viral throughout the world. Just a few months after its release, it had supposedly become the most popular app of all time. And these days, hardly a day goes by without reading about a huge organization using it (or similar technology) to redefine and rethink how they work—often with remarkable results. ChatGPT will undoubtedly have far-reaching implications for a wide number of industries and professions. While technology may make certain job duties obsolete, it will also create many new ones. However, its most major advantage is that it enables many of us to "work smarter" by combining our own talents and abilities with super-powered AI assistance. Some companies are already using it to create new goods.

Read More: Path to Profits: Navigate the Digital Marketing Job Market  

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