Customer Service Getting an Upgrade

Sam Naji, Joseph Tekriti
June 12, 2023
3 minute read
Table of Contents

Customer service is a significant component of the service sector which dominates our economy. Such customer services backed by AI have already resulted in remarkable shifts in how businesses interact with customers. Specifically, AI-generated chatbots have contributed to such enhanced customer support. This article will explain the benefits of such automated chatbots and how they have transformed various industries such as healthcare, restaurant, and call centre services.  


Firstly let’s look at the healthcare industry. AI-based chatbots have massive potential to improve customer service in this domain. Considering the large amounts of customer inquiries, AI-powered assistants can provide 24/7 support with the appropriate training, allowing for improved customer service. While this might be a great idea, AI chatbots are already being used. Their uses include

  1. scheduling appointments,
  2. reminding patients when to take medicine,
  3. providing and analyzing health information, and
  4. assisting with diagnosis.

Amazon, for once, has begun using such chatbots to its operational advantage. Amazon released Lex, a chatbot backed by AWS (Amazon Web Services), in their online Amazon Clinic services to enhance customer interactions and improve diagnosis. Furthermore, through natural language processing services, chatbots are learning to interact with patients in a human-like manner, which has applications in nursing homes with shortages of caretakers.  

Chatbots can also collect and analyze patient data, directly contributing to personalized care. For example, a chatbot might use a patient’s medical records to make appropriate judgments to provide health tips. This data-driven factor is beneficial to enhancing customer service and operational efficiencies.  


There is also a chatbot application for the restaurant industry. Specifically, AI-powered chatbots are significantly improving customer dining experiences. Chatbots can streamline online ordering, delivering, and making improved table reservations and scheduling. There is also the use of collecting improved customer feedback. Restaurants employ such bots to support customer service 24/7 without constant human interaction. AI chatbots also can engage with customers in real-time, which has numerous benefits. For example, bots can help answer menu-related questions, offer personalized meal suggestions, and offer allergic or dietary preferences breaking down ingredients, which can be done in a far quicker and improved fashion relative to a human.  

Chatbots can also analyze customer feedback giving owners/managers insights into overall customer preferences. These insights can tailor menus and promote dishes. Overall, a massive increase in such chatbot usage is expected across the restaurant industry.  

Customer Support

AI-powered Chatbots have redefined customer service and support across call centres by addressing customer concerns quickly and accurately. Such digital assistants can handle inquiries, allowing humans to command more complex issues and improve overall call centre efficiency. Chatbots can deliver 24/7 customer support across multiple languages, eliminating wait times and time zone differences. With applied natural language processing models, chatbots can understand and respond to customer service in a conversational tone. An article states that up to 76% of contact centres are using chatbots in one way or another today.

Furthermore, chatbots use supervised and unsupervised machine learning algorithms to learn from multiple interactions. Through such algorithms, Chatbots become proficient in handling customer inequities and resolving problems. Such algorithms can even predict common customer problems based on historical data.  

There is also the possibility of such bots analyzing customer data to provide new insights into the duration of the conversation and customer satisfaction ratings. All this information can help call centres to improve their services, identify common customer issues and develop strategies to solve such problems with enhanced customer experience.  

The demand and applications of AI-generated chatbots are transforming customer service across numerous industries. The above listed are a few examples of such. By increasing efficiency, improving personalized interactions, and providing new ways of collecting information, these digital assistants are improving customer experiences and satisfaction at a rate we have never seen before. And as such technologies develop further, it is safe to assume that customer service development lies in the application of chatbots.  

Acknowledgment: This article was skillfully crafted with the help of Ansai R.

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