Boosting Customer Service Efficiency with AI by over 38%
The mission of Typewise is to make your customers happy while simultaneously increasing efficiency.
In customer service, quality support is a crucial factor for business success. According to a study by McKinsey, companies with an above-average Net Promoter Score (NPS) have also seen above-average revenue growth—even in challenging economic conditions.
The Institute for Customer Service UK published a study earlier this year revealing that customer satisfaction has hit a seven-year low. Many businesses are now turning to artificial intelligence (AI) to address this issue.
The Role of AI in Customer Service
According to Gartner, the Gartner Hype Cycle illustrates where new technologies stand in their adoption journey—whether they are gaining traction or still facing hurdles before becoming widely established.
About two years ago, Generative AI was at the peak of expectations. While companies now recognize its enormous potential, several challenges must still be overcome before full integration.
Key Challenges in AI Implementation
- Model Accuracy
- How precisely can AI generate responses? Are the outputs reliable?
- AI models must be fine-tuned to align with company-specific content and processes to ensure accurate and relevant responses.
- Data Privacy
- Many companies use their own data to train AI models.
- This involves handling personal data and sensitive business information, requiring robust security measures to prevent data breaches.
- Integration with Existing Systems
- AI applications need to work seamlessly with existing CRM, ERP, and logistics systems.
- For example, a logistics company should integrate AI with both CRM and tracking systems to provide real-time shipping updates to customers.
- Employee Adoption
- AI is only effective if employees embrace and use it.
- Experienced employees—who have been in the industry for decades—must be onboarded and trained to incorporate AI into their workflows.
Many businesses have already successfully tackled these challenges, particularly in logistics and customer service.
Real-World Example: AI-Powered Customer Service
Typewise AI is integrated directly into CRM platforms such as Salesforce, among others, to support customer service agents in their daily tasks. When a customer submits a request—such as a complaint about a misdelivered package—the AI instantly recognizes the issue and generates a summary of the request.
The AI then provides suggested responses, which agents can:
- Approve and send immediately.
- Edit or refine before sending.
- Enrich with additional information.
Additionally, AI can pull relevant information from the Knowledge Base, ensuring responses are more accurate and contextually relevant. This results in faster response times and higher-quality customer interactions. Moreover, messages can be automatically translated into different languages—particularly beneficial in an international customer service environment.
The next step in AI evolution goes even further:
- Instead of just summarizing and suggesting responses, AI can understand the request and proactively recommend the best resolution.
- The agent simply reviews and finalizes the message before sending it.
AI-Driven Efficiency Gains
A case study from the logistics sector highlights the significant efficiency improvements achieved through Typewise AI. A major parcel delivery company implemented the AI solution in 2022 as a pilot project. Today, it has been fully rolled out across its customer service operations.
Key Results:
- Over 38% increase in efficiency within customer service.
- High employee adoption rate – more than 95% of agents use AI in their daily work.
- Faster response times and improved customer communication.
These results demonstrate the transformative power of Typewise AI in customer service. Companies that embrace AI-driven processes benefit from faster query resolution, higher customer satisfaction, and enhanced efficiency.
The future of customer service is AI-powered—and it's already here.
