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AI and Customer Support: The Synergy Driving Business Success

February 22, 2024
Written and researched by experts at AvadaLearn more about our methodology

By Sam Nguyen

CEO Avada Commerce

Working with buyers of goods and services is vital in any business. Today, the global market is increasingly undergoing changes that ultimately affect the success of entrepreneurs. Innovative methods of analyzing and processing information are becoming increasingly popular due to their high efficiency.

Artificial Intelligence (AI) has already gained a strong foothold in many fields and professions. Customer support and digital marketing are no exception. 

AI and Customer Support: The Synergy Driving Business Success
AI and Customer Support: The Synergy Driving Business Success

AI makes it much easier for business participants to adopt responsible decisions. In the case of a practical approach, customer support can take your business to a qualitatively new level with the help of artificial intelligence. The most important thing is to find a balance between these two components. And then, a powerful positive result will not be long in coming.    

Artificial intelligence has considerable advantages in terms of data processing and making responsible marketing decisions. Let’s name its most significant advantages:

  1. Fast and objective analysis of information. Advanced AI algorithms can analyze a lot of data and still provide the most valuable samples to help entrepreneurs learn more about their target customer audience.
  2. Personalization of marketing information. Advertising strategies are always tailored to customer needs. This method is an excellent option for ensuring conversion rates and individual consumer trends.     
  3. Modern digital service. Bots and other AI-based systems carry out a full-fledged dialog with the customer. As a result, all stages of interaction are significantly simplified, time spent on customer service is reduced, and human resources can be optimized.     
  4. Predictive evaluation capability. Machine intelligence can easily predict the future actions of your buyers. Thus, it will be easier to predict current market trends and make your plan based on the information received. 
  5. Creation of full-text content, reports, etc. Saving material and human resources on content production leads to rational use of time and finances. 

Thus, the role of artificial intelligence in creating and supporting all kinds of marketing strategies and services for customers is constantly growing. In this regard, business participants have more and more perspectives concerning the optimization of their work and obtaining fast and high results. 

Looking ahead, it is predicted that 95% of your customer interactions may be AI-powered by 2025.

Main customer support problems and their solutions

Impeccable customer service is required in any company selling goods or services. Full-fledged customer support and counseling are an integral part of any business participant in the IT industry. High-quality service is always reflected in positive customer feedback. This will certainly help your further business promotion. If a firm values its customers, its quality service will surely pay off and bring tangible benefits. 

Today, any customer service has some problems that need to be solved immediately; these are:

  • time – the consultant needs to answer the clients’ questions as quickly as possible and offer an efficient way out of the situations that arise;
  • attitude – service culture comes first in any consumer service;
  • empathy – the manager needs to get into the client’s position to defuse the atmosphere and offer the best way out;
  • responsibility and cooperation – if one employee cannot find a solution to a problem, they can turn to other team members for help.

Artificial intelligence offers the most flexible, efficient, and cost-effective ways to solve customer service challenges. You can allow an autonomous system to dialog with a potential customer. AI can also prepare answers to your customers’ most common questions. This way, you don’t have to hire additional staff to resolve recurring issues. Specially developed program modules and applications will take care of all this. 

How artificial intelligence is helping to identify customer preferences

Intelligent systems are in high demand for solving tasks related to identifying specific customer requests. For example, the most significant market players, Amazon and Netflix, are now widely using AI algorithms to process customers’ personal information in order to formulate an appropriate product offer. 

Given the ability of artificial intelligence to simultaneously process data through multiple channels, its programs can take many factors into account. In particular:

  • the physical location of the buyer;
  • related conditions;
  • a set of significant factors that influence sales success;
  • the individual inclinations and preferences of the consumer.

According to such information, a set of personalized offers is displayed for each customer, which may be most interesting to him. A business participant offering goods or services, in turn, has the opportunity to analyze the needs of the target audience more effectively and develop a strategy for communicating with each consumer separately.

How artificial intelligence is helping to identify customer preferences

Thanks to artificial intelligence, in the near future, we can expect its software modules to more accurately assess the individual preferences of a considerable number of customers, which will help to quickly and profitably offer products that will fully meet their desires.    

When potential buyers can assess their preferences, they are at the stage of analysis and selection. They will be interested in finding only suitable optimal options at such a stage. Buyers think mainly about how the offered goods or services can cover their needs. 

A successful sale will only be possible if the selling company is able to present its products in the best possible way, telling about their brightest advantages. It will be necessary to focus solely on potential customers’ personal preferences and desires. Only in this case will the seller be successful, and the buyer will receive a long-awaited solution to a long-standing problem.  

Types of artificial intelligence’s impact on business

The impact of AI on decision-making in manufacturing and commerce is becoming versatile and comprehensive. This effective innovation is increasingly being applied in the operations of various companies. Today, autonomous learning algorithms help solve complex business problems, perform complex analyses, and automate routine procedures. 

Three main factors that AI influences are:

  • Profitability – reducing the costs of routine operations and simplifying analytical processes ultimately leads to a significant increase in the company’s profitability indicators;
  • Employee retention – AI is a powerful HR policy tool that helps to effectively recruit new employees by objectively assessing their business and personal qualities;
  • Expansion – AI rapidly expands into new business areas, offering different ways to resolve problematic situations.

In order to productively use neural algorithms in competition, business participants need to learn how to customize and apply them according to their own needs properly. 

The challenge of implementing promising AI solutions

Despite the numerous benefits that AI programs offer to those who develop their businesses, their use is still a big challenge for individual entrepreneurs. The main reason for this is the lack of awareness and the difficulty in building a concrete strategy for using AI in business areas. 

It is worth consulting with experts to solve such a problem quickly and productively. For example, such company as Zendesk has long been engaged in the issue of implementing artificial intelligence in different areas of business activity. As a leader in this industry, the organization offers its customers profitable and promising solutions based on AI. You can contact experienced Zendesk consultants to implement them in your business correctly. Professionals who know their business well will help you organize the work of artificial intelligence programs so that they benefit your company and increase its revenue.

Common Applications of AI in Customer Support

Artificial intelligence is transforming customer service, providing innovative ways for companies to understand, engage with, and support their customers. 

One of the most impactful AI applications is the use of chatbots – conversational AI systems that can handle routine customer inquiries, address FAQs, and support tasks like order tracking or account updates. Intelligent chatbots are available 24/7, drastically improving response times and accessibility of customer service. 

Natural language processing also enables AI systems to interpret customer needs from messages and speech, then provide relevant recommendations or solutions. 

Sentiment analysis tools additionally leverage AI to gauge customer satisfaction from feedback and reviews, helping companies enhance experiences. 

Common Applications of AI in Customer Support
Common Applications of AI in Customer Support

AI further assists agents directly by generating content or article suggestions that answer customer questions with accuracy and consistency. It can route inquiries to the ideal service rep using predictive algorithms. And it can uncover insights from data to anticipate emerging issues. 

Self-service AI recommendations can guide customers to troubleshooting steps or knowledge base articles that swiftly solve problems. With machine learning models continually trained on new data, AI-powered customer service steadily improves, adapting to evolving client needs. 

As AI capabilities grow more advanced, companies can act as responsive, personal consultants to each customer. The customized experiences and proactive care that AI facilitates ultimately strengthen brand reputation and loyalty over time.


Artificial intelligence programs are now having a decisive impact on various business areas. Customer service is one of the areas where such algorithms are increasingly being utilized. 

Therefore, company owners and other business players are looking to maximize the benefits of such innovations by incorporating them into their customer service. However, are they always guaranteed success? Unfortunately, attempts to use AI in business processes do not always bring tangible results. After all, to successfully implement “smart” developments in customer service, one needs to be well-versed in them. 

To avoid dealing with complex tasks on their own, entrepreneurs can turn to Zendesk’s experienced experts, who professionally deal with such issues and will help you apply AI to a project of any complexity! 

Sam Nguyen is the CEO and founder of Avada Commerce, an e-commerce solution provider headquartered in Singapore. He is an expert on the Shopify e-commerce platform for online stores and retail point-of-sale systems. Sam loves talking about e-commerce and he aims to help over a million online businesses grow and thrive.