AI Is Transforming Instant Messaging in Customer Service

Nicolas Marcoin at Odigo explains how, with WhatsApp and instant messaging (IM) firmly part of daily life, AI-enhanced IM can help you meet customers where they are while reducing cost-to-serve and streamlining customer service management.

Once just a tool for private conversations, instant messaging is rapidly growing in appeal for modern customer service. Its widespread use in everyday life has encouraged businesses to adopt it to improve reactivity and customer connection.

Now, thanks to recent advancements in AI, this channel can now be enriched with new features to improve it even further.

Instant Messaging: A Must-Have, Rapidly Growing Channel

IM can strengthen many customer service strategies. Acting as a bridge between customers and businesses, it enables instant responses, sharing of rich content, links to documents, and even transitions to video calls.

Customers have been quick to get on board with new IM channels. According to European data in the 2023 French language ESCDA report, IM tools achieved high satisfaction scores: 78% for social media, 79% for website live chat, and an impressive 84% for mobile messaging apps like WhatsApp.

However, agent-led instant messaging has limitations that need to be addressed for businesses to deliver optimal solutions.

IM Challenges: Managing Volume and Multiple Channels

One of the biggest challenges in customer service today is the sheer volume of incoming requests. While IM’s asynchronous nature allows flexibility for handling high-priority requests, traditional IM channels often require agents to be available 24/7.

This isn’t always feasible without significant cost implications. AI-enhanced IM offers a solution, enabling businesses to provide around-the-clock responses.

To deliver seamless customer journeys and the highest service standards, contact centres must adapt and make processes more flexible, while also prioritising data management.

Equipping agents with the right tools not only boosts efficiency but also reduces frustration and, thereby, turnover, which can significantly impact a business.

AI: Driving Intelligent and Efficient Interactions

AI is a game-changer for overcoming these challenges. By integrating AI into customer journeys, businesses can implement smart orchestration of requests, automatically prioritising and categorising them based on urgency and complexity.

Accurate Request Qualification

AI categorises incoming requests, identifying those requiring immediate attention with intelligent qualification. Agents can focus on high-value interactions, while routine queries are handled by the system, ensuring smooth and rapid service.

Automated Request Resolution

Low-value or easily resolvable queries can be addressed automatically using IM connected to the company’s knowledge base. This approach ensures that requests are appropriately routed—either to agents or to self-service channels.

Enhanced Agent Support and Training

AI assists agents with response suggestions and grammar or spelling corrections, enabling faster and more precise replies while maintaining top communication standards. These tools also help agents adopt best practices more quickly, reducing training time.

AI and WhatsApp: A Cost-Effective Formula

Since November 2024, businesses have been able to benefit from cost-saving WhatsApp offers, including 1,000 free conversations per month or time-limited free messaging via qualifying access points.

Offering a unique opportunity to strengthen their presence on this channel while rationalising costs. With nearly 2.95 billion users worldwide as of September 2024, WhatsApp, when powered by AI, can become a strategic channel for capturing customer attention while optimising operational costs.

Conclusion

AI-powered instant messaging, supported by tools, has emerged as a key channel for delivering high-quality customer service.

Offering an omnichannel solution and end-to-end request handling, it enables businesses to enhance both operational efficiency and customer satisfaction.

This blog post has been re-published by kind permission of Odigo – View the Original Article

For more information about Odigo - visit the Odigo Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Odigo
Reviewed by: Megan Jones