How to Effectively Use AI Writing Assistants For Customer Service

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The success of a modern company greatly depends upon the quality of the customer service. Gartner’s survey revealed that 81% of brands compete mostly or entirely based on customer experience rather than the quality of the product. Speed of response, speed of resolution, and friendliness of customer support representatives are those factors that influence customer experience the most.

If you want to improve customer service in your company, consider using AI writing assistants. It’s a great way to ease the work of your employees and improve communication with customers.

Keep reading to learn more about AI writing assistants and the 5 ways they can benefit your business.

#1. Improve typing speed

As we have mentioned above, speed of response is one of the most critical factors that influence customer experience. You can increase the speed of response by installing AI-powered text prediction software.  

Text prediction algorithm will learn typing patterns of customer support representatives and enable the prediction of words and punctuation marks. The more your employees will use the software, the more accurate the system will be in its predictions.

The main benefit of using AI-powered text prediction software is that it dramatically reduces the time of typing. The representative will need to type just a few letters instead of a few sentences to respond to a client.

source: lightkey.io

Advanced text prediction software is compatible with all kinds of word processors and browsers. Your customer service experts can use this software when communicating with customers via emails, online chats, and other media.

#2. Provide writing guidelines

The voice and tone of your brand reflect its personality and demonstrate the core values you strive to achieve. If you want to build long-term customer relationships, you should maintain a consistent tone and voice at every touchpoint of the customer journey.

Well, if you have a small customer support team (ten or fewer people), it will be easy for you to tackle this task. But if you manage a large team, it might be challenging for you to make all agents follow the same writing guideline. And that’s where AI writing software comes in handy.

One of the biggest benefits of AI writing assistants is that they help large teams keep a consistent voice tone when communicating with clients.

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Here is how an AI writing assistant works. Firstly, you need to choose the program settings to define the writing style that fits your brand. For instance, you can define your tone of voice as friendly and conversational, informative and educational, or professional and technical. Also, you can specify whether agents should use formal or informal language and whether they should use contractions and acronyms.

The system will automatically detect the mistakes and provide users with suggestions on how to correct them.

Let’s say you want your team to use contractions for a more conversational voice. If you set up the system the right way, the writing assistant will suggest your team members replace “do not” with “don’t”.

source: writer.com

Think of how you will boost your effort if all your customer support representatives stick to the same writing guidelines. The use of AI writing software will take customer experience to the next level. You will achieve brand consistency and connect with your customers in a more meaningful way.

#3. Improve grammar

Bad grammar is associated with poor customer service and low credibility. If you strive to provide excellent customer support, you should improve the grammar skills of your employees in the first place. 

The good news is that you don’t have to spend lots of money on employees’ training. You can install an AI writing assistant that checks grammar – it will instantly improve your team’s writing. AI-powered proofreading tools will help your employees spot their own mistakes and typos and fix them in a few clicks.

source: grammarly.com

Even if your customer support agents have outstanding writing skills, you still need to install an AI writing assistant. Why? Because typos are inevitable – everyone makes typos, especially when typing fast.

Typos may change the meaning of the phrase and cause miscommunication. Therefore, it’s important to use AI-powered proofreading software to timely detect typos and prevent misunderstandings in online communication.

However, you should understand that an AI writing assistant can’t replace a human proofreader. If your employees need to edit an important email, encourage them to check Free Essay Writers and get help from professional proofreaders. Even though advanced technologies can significantly improve writing, they can’t complete 100% of the work the writers do.

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#4. Enhance the inclusiveness of writing

Do you want your business to succeed in the long run? If so, you should design a diversity and inclusion strategy and motivate your customer service team to support your efforts. And guess what? You can use AI writing assistants for this purpose.

Modern writing software comes with features that suggest replacing words that may perpetuate biases around such topics:

  • Age
  • Gender
  • Sexual orientation
  • Religion
  • Ability
  • Ethnic or racial slurs
  • Outdated or sensitive geopolitical references

Your customer support agents can use AI-powered writing software to make their text messages more professional, concise, and inclusive. By leveraging such a tool, you can boost your business reputation and increase customer engagement.

#5. Eliminate toxic language

Some advanced AI writing assistants come with toxicity-detection algorithms. They can detect offensive and insulting language as well as passive-aggressive phrases. If you want to prevent conflicts in the workplace and enhance communication among team members, you can use such software.

Besides, you can use other tools that implement the same algorithm to help your customer service agents detect toxic and inflammatory comments and flag them for removal. It will allow you to reduce negativity and boost the morale of your team. Eventually, it will positively impact your customer service and help you retain more clients.

Wrapping up

AI writing assistants can benefit your customer service team in many ways. So if you haven’t provided your team with AI-powered writing software yet, you should do it right now.

Don’t hesitate to use this opportunity to enhance the customer experience. It’s your chance to take your business to the next level.

Jessica Fender
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