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Integrating AI in Customer Communication Services

Business · 5 Mins Read

Integrating AI in Customer Communication Services

Artificial intelligence, or AI, has been a trending topic in developed countries for decades. With the COVID-19 pandemic propelling the need for an alternative to human-to-human interactions, AI has become a crucial policy in many countries, including the Philippines. This new trajectory is set to modernize and streamline various sectors in the industry, improving areas such as business communications and productivity. Ultimately, this will open new opportunities for many small and medium-sized enterprises all over the country.

Advantages of artificial intelligence in business management

With global consumer expectations on the rise, improving the customer experience has become one of the most important aspects for every enterprise. By integrating AI, businesses can automate or remove menial tasks from their plate and channel their efforts into boosting customer satisfaction rates. When it comes to business management, AI can also provide the following advantages:

Reduces human error

Human error can significantly impact the profits of companies, especially small businesses. With the help of AI, such risks can be eliminated through automated data processing and algorithms. For example, accounting softwares with artificial intelligence can help in areas like payroll and other business matters. 

Increases availability

Another vital advantage is availability. An employee will work from 4 to 8 hours a day on average, which means they are not available 24/7. With the implementation of AI, business operations such as customer service support can be offered to consumers at all times. Therefore, the use of AI can make businesses more responsive – and therefore, competitive. 

Quicken tasks

One of the most common reasons for using AI in business is the possibility of automating tasks. With this, artificial intelligence becomes a valuable assistant for businesses which typically are required to go through time-consuming tasks every day. Whether sending emails or checking documents for errors, AI can significantly reduce the execution times for various activities.

Companies spend a huge amount of money on hiring talents, and a bulk of it goes into building ineffective candidate requirements and outsourcing. Engaging artificial intelligence in business management will eliminate the need for arranging meetings and reviewing candidate applications manually.

AI can significantly streamline many manual processes, especially in cases where small businesses are looking to outsource their work. In fact, it can even help you have real-time interactions with your customers.

Low cost

Nowadays, the increased accessibility to online services has created the need for a more personalized experience. While over 60% of the customers wish to see customized ads and content, revealed in the Twilio Segment report, SMEs often struggle with time, effort and funds.

Thankfully, the increasing need for digital assistance has found an entirely new niche for artificial intelligence. Businesses can take up bulks of product inquiries and filter out customer queries without delays and an extra workforce. As a result, segmenting and personalizing customer communications using AI will significantly benefit a business' marketing strategy.

How to improve customer experience with AI

One of the critical properties of AI lie in its multifaceted nature. While businesses can find use in it for simple day-to-day tasks, this technology can also significantly improve many different aspects – from business operations to planning. Some of the uses of artificial intelligence include machine learning, sentiment analytics, training, and smart assistants. When it comes to improving customer experience, AI also plays a big role:

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AI-driven chatbots

They allow 24/7 customer support by automating customer communications and personalizing  the experience. As a result, customer satisfaction can be increased while reducing the need to hire more employees.

Knowledge hubs

This type of AI technology is commonly seen in omnichannel contact centers. The AI automatically interprets questions, searches and presents knowledge articles to the customers while customers are on the line decreasing the average handle time for both parties and effectively reducing time and operation cost.

Customer self-service

Self-service AI services help customers identify and find the support without relying on a service agent. Such software allows users to solve issues independently with specific tools and information.

Robotic process automation

Robotic process automation (RPA) is another way of automating tasks for small and medium-sized enterprises. Typically, they focus on updating records, managing events, or outreach to customers, reducing the clicks between systems.

The future of artificial intelligence in the Philippines

In the 2019 "Asia-Pacific AI Readiness Index" report, the readiness score of the Philippines for artificial intelligence was 60.8. However, there was a considerable gap between this score and the businesses (33.5) and the government (38.4). The study considered variables such as adoption, deployment, and support for the technology. Since then, the local government has enrolled multiple measures to enhance the competitiveness in the sector.

In 2021, the Philippines Department of Trade and Industry (DTI) introduced a national artificial intelligence roadmap. As it pushed for greater adoption of artificial intelligence in business, the Philippines became one of the first 50 countries to amend such a strategy. The decision strongly contrasted with the reported need for increased AI readiness a year earlier. Of course, it reflected the need for an effective solution, indicating a rapid increase in the government's efforts to increase enthusiasm for AI.

DHL Express’s Adoption of AI In The Philippines 

In conclusion, the Philippines certainly has a long way to reach its full potential in AI tech and adoption. While small businesses are still struggling to transition to industry 3.0, the government aims to make the country a powerhouse for AI development. The future seems to be heading in the right direction as the Philippine digital economy will generate US$25 billion by 2025. as the 2021 Startup Genome report forecasted.

Undoubtedly, one of the frontrunners of AI adoption in the Philippines is DHL Express. Integrating AI into our business logistics has brought about improved efficiency, speed and overcome challenges faced in the traditional logistics industry. Developing advanced machine learning-based tools has helped us to better predict air freight transit time delays, while our customers enjoy more accessible tools to manage their shipment and supply chains. 

Working with DHL Express means working with a reliable partner relentlessly focusing on improving our systems using the latest AI technology, ensuring minimal disruptions and premium experience to your business and customers. With our wide range of services, DHL Express can be your strong partner to help you reach your business objectives. Register for a DHL Express account today and find out how we can help your business today.

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