Here are three ways artificial intelligence can help businesses deliver non-line

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Traditionally, most customer journeys have been linear. Customers contact support through a step-by-step process with little room for personalized responses. This conventional approach did not take into account the needs of individual customers, and in an age when customer expectations are much more dynamic, these linear models do not work.


A non-linear approach to customer service is at the forefront of the artificial intelligence (AI) transformation. Unlike traditional linear models, non-linear approaches based on artificial intelligence adapt to the specific context and history of the customer. AI technologies analyze customer data in real time, predict needs and offer proactive solutions. Additionally, with conversational AI integrations such as Intelligent Virtual Agents (IVAs) and other self-service options, customers can choose how they interact with the brand.

The shift from linear to non-linear customer service defines the customer journey with a highly personalized, efficient and responsive experience. Each interaction with the customer becomes more effective and increases overall satisfaction and loyalty.

But transforming customer service with AI requires a thoughtful strategy that starts with identifying the right use cases. Below are three ways artificial intelligence can help businesses deliver non-linear customer service.

Implement multi-channel customer support
Multi-channel customer support allows customers to choose their preferred method of communication, be it social media, email or phone. Move away from restrictive, one-size-fits-all offering options like Click 1 for billing, 2 for tech support…

Artificial intelligence enhances the omnichannel experience by understanding and analyzing customer demands in real-time and providing personalized and dynamic responses across all channels. Take virtual agents for example. Modern IVAs using China WhatsApp Number List generative and conversational AI will handle customer queries. Machine learning technologies can understand natural language, interpret user intent, examine customer history and preferences, and provide personalized responses based on the context of the conversation. IVA helps eliminate repetitive customer tasks by starting from scratch with each new interaction.

Imagine a customer who has a technical problem and decides to communicate with a business through the company's website. IVA will immediately intervene to analyze the query and understand the issue for the specific key. IVA will then forward the request to the correct technical support agent. This fast handover ensures that the right professional can solve the customer's problem, which includes non-linear customer service.

Provide self-service options for customers
Additionally, the continuous nature of conversational AI means the ability to provide instant support to global customers in any time zone. Regardless of location, each customer can independently solve their problems by finding answers on the company's self-service portals,

Frequently Asked Questions and Knowledge Base. As organizations expand into global markets, continuous support is essential to maintain an excellent customer experience.
The introduction of self-service options offers another benefit: reduced operational costs. By enabling customers to find answers to common questions through automated FAQs, businesses can effectively reduce the number of customer service tickets. IVAs handle day-to-day customer requests, freeing up human agents to focus on more complex tasks.

Anticipate customer needs
Consider a scenario where a hotel guest uses a virtual agent to make a reservation. Using conversational artificial intelligence, the IVA analyzes the guest's preferences from previous interactions, detects their golfing inclinations, and recommends reservations for tee times at the hotel's golf course. Data analytics and AI anticipate potential demand and proactively design solutions in this non-linear customer engagement. Intuitively addressing needs before they even enter the customer's mind increases satisfaction.