For the Swedish property rental company Victoriahem, customers are at the center of attention. So, to ensure all their tenant inquiries are handled with the same level of empathy, curiosity, and efficiency, they invested in Conversational AI, allowing them to delve into their successful conversations. By actively working on creating good dialogues through every element of the conversation, their team succeeded in increasing customer satisfaction by 20%.

Lyreco is using AI to help its sales team tackle a wide range of customer needs. This allows them to pinpoint knowledge gaps and spot trending inquiries, which leads to more seamless knowledge sharing

Group Online works every day to create even better experiences, and they have an ambition to break away from the idea that customer experiences should only be improved in the customer service department. To them, a good customer experience begins with the sales conversation and continues throughout every interaction. This focus has significantly increased their NPS and customer satisfaction scores across all departments.

Telmore uses AI to improve customer service by automating routine tasks like call tagging. This helps their team improve the call quality and frees up time to focus on more valuable customer support.

Knowledge plays a crucial role in customer service, whether shared internally in the department or across the entire organization. This means that well-functioning knowledge databases can become invaluable assets – especially if they are updated with data from customer conversations. When used correctly, such databases can facilitate shorter calls, ease search processes, help automate call handling, and enable intelligent routing.

To improve and ensure high quality in their customer conversations, Bredband2 has implemented Conversational AI. As a result, they managed to cut their expenses by 15-20% and boost their customer satisfaction by 20% in just three months.

With many daily users, Rejsekort experiences many different types of inquiries. To reduce the number of unnecessary calls to the customer center, they occasionally send out notices to customers. They use conversation analysis to ensure their messages are always on point.

It is fair to say that Artificial intelligence (AI), and in particular generative AI, has taken the world by storm over the last 18 months, and one of the first organizational areas to benefit from implementing this new technology is likely to be customer service, as it offers clear customer, employee, and business benefits.

In 2023, generative AI significantly reshaped the way we think about customer service and brought with it exciting new opportunities and high expectations. But it can be hard to keep pace with the many advancements – let alone predict future tendencies. In close collaboration with customer service thought leader, futurist, and Forbes contributor, Adrian Swinscoe, we have produced the following article to highlight three relevant predictions and help you navigate the challenges ahead.

Every day, customer service departments gain access to valuable knowledge about how customers experience your product or service. Yet customer service directors do not always have a seat at the table when important decisions are made. And that is a shame. Because every single customer conversation contains valuable insights that can be used to improve customer experience.