10 Use Cases of AI in Customer Support: Real Examples & Tools (2023)

10 Use Cases of AI in Customer Support: Real Examples & Tools (1)

In this fast-paced digital realm, Customer support is no longer just providing timely responses to inquiries but one of the most important aspects of any business, as it plays an integral role in owning customers and ensuring their satisfaction.

With technological advancements, customers expect personalized experiences tailored to their needs and preferences. Here’s why “AI has emerged as a fanatic in the customer service industry,” revolutionizing how businesses interact by leveraging customized reactions to regular inquiries, anticipating their needs, and resolving their issues fast and efficiently.

The Salesforce study found that 23% of customer service organizations already use AI-powered chatbots to better serve their customers and the number is increasing rapidly.

In this guide, we will discuss everything you need to know about AI for customer support, including its role in customer service, best use cases, benefits, and how it transforms the customer support landscape.

The Role of AI in Customer Support

AI (Artificial Intelligence) is the counterfeit of human intelligence in machines programmed to perform tasks that typically require human intelligence, such as problem-solving, decision-making, and learning. It ultimately refers to using machine learning (ML), natural language processing (NLP), and other AI technologies to provide customer support services.

AI-powered systems such as chatbots and voice assistants can communicate with customers, analyze their queries, and provide tailored responses.

That being said, over the past few years, the incredible role of AI technology has gained popularity rapidly, and with it, customer service is becoming more prevalent. As a result, there are many potential use cases for AI in customer support. The overall potential market of AI is expected to exceed half a trillion by 2024 and reach up to 1.5 trillion USD by 2030 worldwide.

What are the Best Use Cases of AI for Customer Support?

AI offers excellent customer service. It automates and enhances various aspects of customer support. AI customer service tools include chatbots, voice assistants, and predictive analytics. Here are some use cases of AI in customer support.

The Rise of Conversational Chatbot

One of the most common AIs used in customer service is Chatbot. Chatbots are software programs that can conduct automated conversations with customers. They are powered by AI and NLP technologies that enable them to understand and quickly respond to customer inquiries.

Online customers often express dissatisfaction with wait times exceeding one minute for responses to their inquiries. In such a case, businesses of all sizes employ intelligent conversational Chatbots to expand their customer service capabilities. These Chatbots significantly reduce holdup times and provide prompt answers to customer inquiries, increasing customer loyalty.

The Advancement of Voice Recognition

Another beneficial use of AI in customer service is speech and voice assistants. They can transcribe calls accurately and in real time while tracking keywords and their frequency. And by analyzing the data for specific themes and trends, it can quickly and effectively address customer needs.

The fantastic examples of voice assistants are Amazon’s Alexa and Apple’s Siri, which use AI to interpret spoken language and effectively identify the intent behind customer queries. It encompasses vision recognition without the need for typing or navigating menus. It can efficiently scan MRI results in medicine and help doctors diagnose and treat patients. While in self-driving cars, it can assist, guide, and respond to user inquiries during their trip.

Predictive Analytics

Another use of AI in customer service is predictive support or personalization, which offers buyers a customized reply to a particular product or service. Predictive analytics can also use machine learning to analyze customer data and predict future behaviors or conditions. Such as purchase history, buying behavior, and demographic information, to identify patterns and predict their forthcoming conduct accordingly.

Predictive analytics can also use customer browsing data to provide personalized recommendations and offer data-driven insights to inform decision-making and improve customer service. And enable businesses to anticipate customer demands, provide proactive support, and reduce the likelihood of complaints or issues.

What are the Benefits of AI for Customer Support?

AI can be a stunning assistant in enhancing your customer support without utilizing too many resources. Here are some benefits of using AI for customer support.

24/7 Support

With the help of AI-powered chatbots, businesses can provide continuous customer support, even beyond standard business hours. So that customers can get answers to their questions anytime, making the customer support process more convenient and accessible. AI customer service chatbots can help to automate routine tasks such as answering FAQs and providing customers with the information they need.


From 2022 to 2026, the market for AI is expected to grow at a CAGR of 18.6 percent, according to IDC. AI can examine customer data, such as previous records and browsing history, to provide personalized product offers and suggestions. This customized approach increases customer satisfaction rates and builds customer loyalty toward the brand.

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Lead Generation

Another significant benefit of AI in customer support is lead generation. By analyzing customer data and interactions, AI-powered systems can recognize opportunities for upselling or cross-selling services and products. It can also assist in identifying conceivable leads that may convert into customers.

Cost Savings

The use of AI for customer support can significantly reduce massive operational costs. Automating routine and repetitive tasks and implementing Chatbots to respond to simple customer inquiries, can lead to cost savings while improving the efficiency of the consumer support process.

AI powered customer service Chatbot has tremendously transformed the landscape of many businesses thriving in today’s competitive marketplace, helping businesses flourish in considerable ways. From reducing costs to enhancing customer experience, below mentioned are some of the ways in which AI Chatbot can help businesses succeed:

The AI Chatbot can offer instant 24/7 support and fully resolve customer queries, ultimately raising buyer satisfaction and loyalty.

They can reduce the average handle time by collecting upfront customer details, resulting in maximum solutions and reducing overall costs.

They can scale support and protect teams from unanticipated changes in contact volumes, which means that businesses can handle more customer inquiries without hiring additional staff.

AI chatbots enable human agents to focus on more high-value work and complex customer cases, leading to better outcomes for customers and the overall business.

5 Best AI Customer Service Software

In recent years, many companies have implemented AI-powered chatbots to enhance their customer service efficiency. To make it easy for you to choose the best, here are the 5 best AI customer support software that can automate your customer service process.

1. Caffeinated CX

10 Use Cases of AI in Customer Support: Real Examples & Tools (2)

Caffeinated CX is one of the most promising AI customer support software that can be integrated with various platforms and provide customer support across multiple channels. It makes use of NLP and is even able to identify and analyze customer sentiment.

Caffeinated CX AI analyzes customer behavior and preferences to give personalized suggestions and solutions to each customer. Some of Caffeinated CX’s key features are as follows.

Caffeinated CX is an AI-powered customer support tool that helps teams solve tickets 10x faster by automating responses based on historical data and context.

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The tool works with any help desk system and can be seamlessly integrated with the top tools including Zendesk, Freshdesk, and Intercom.

Ticket management, automation, collaboration, analytics, and integration with other systems are just some of the features of the platform that help businesses of all sizes provide good customer service.

In addition to facilitating the automation and streamlining of support procedures, the solution equips customer service agents with state-of-the-art AI technology that allows them to give customers impressively precise and expert replies to their inquiries.

Caffeinated CX AI can be integrated into online shopping platforms, providing personalized product recommendations, answering customer queries, and offering instant support during the purchasing process.

2. Netomi

10 Use Cases of AI in Customer Support: Real Examples & Tools (3)

Netomi is another one of the most reliable customer service platforms. The platform’s flexibility makes it possible for businesses to adjust the chatbot’s appearance, language, and behavior so that it better represents its brand and helps them achieve its customer service goals.

It offers various customer service solutions to various companies like HP, WestJet, Zinus, Brex, Singtel, WB Games, and Circles Life. Some of its key features include:

Omni-channel support, meaning the chatbot can be integrated with various channels, such as email, social media, and messaging apps, to provide consistent and seamless support.

The Netomi chatbot is able to learn from previous interactions and improve its responses because of machine learning algorithms.

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Back-end integration with other customer services software, such as OMS, CRM, and help desk systems, to deliver a comprehensive support solution.

Customization options allow businesses to tailor Chatbot’s responses and analyze the sentiment of workflows to their precise requirements and brand voice.

3. HubSpot Chatbot Builder

10 Use Cases of AI in Customer Support: Real Examples & Tools (4)

The HubSpot Chatbot Builder is one of the easiest to use, enabling companies to make their own chatbots even if they don’t know how to code. It integrates with HubSpot’s CRM, so businesses can use it to collect customer information, and track interactions. Some of its significant features include:

With the drag-and-drop interface, businesses can quickly build custom chatbots with their free Sales Hub Plan, including live chat and a smart chatbot builder.

HubSpot Chatbot Builder allows businesses to create personalized customer conversations based on their interactions. If a customer’s query is too complex for the chatbot, it can seamlessly hand off the conversation to a live agent.

The chatbot builder offers customized replies using CRM data.

HubSpot Chatbot can automate lead generation by asking questions and collecting contact information from potential customers.

4. Tidio

10 Use Cases of AI in Customer Support: Real Examples & Tools (5)

Tidio is another popular AI customer service chatbot businesses use to engage with their customers in real-time. It is easy to use and combines with multiple e-commerce platforms like help desk software, Shopify, WordPress, Facebook, and Messenger. Some of its key features include:


Tidio allows companies to make multi-drive communication with their customers through various channels, including website chat, email, and Facebook Messenger.

The chatbot has an easy-to-use dashboard and a friendly mobile application that can send personalized automated messages to customers based on their actions on the website.

Businesses can customize widgets to match their branding and website design with behavioral-based keywords and custom chat templates.

Tidio equips businesses with analytics and reporting on chatbot volume, response times, and customer satisfaction ratings, allowing them to improve customer engagement and support.

5. Ultimate.AI Chatbot

10 Use Cases of AI in Customer Support: Real Examples & Tools (6)

Ultimate chatbot is one of the leading chatbots that offers a range of features, including personalized conversations with customers, smart automation, and integration with various e-commerce platforms and CRMs like Salesforce, Freshworks, Zendesk, and more. It also uses natural language processing and machine learning to improve its responses over time. Here are some significant features of Ultimate Chatbot:

It offers multi-channel support, including website chat, email tickets, Facebook Messenger, WhatsApp, and more.

It can seamlessly hand over complex customer queries to customer service representatives when needed and ensure that customers get solutions to their problems.

Advanced reporting allows businesses to track their chatbots’ performance and optimize their service strategy.

Final Thoughts About Using AI for Customer Support

If we look at how AI has already progressed in customer service, the leap is impressive. Within the first year of GPT3, we’ve seen tremendous progress. Though it is still early, the future of AI in customer support is very bright.

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In general, a business that is early to implement new technology is going to be better off. When it comes to the efficiencies of better support, there is no question AI is a game changer. Why wait to start improving your support team when there are already AI applications that can help?

By implementing this technology now, there is no doubt your team will stay ahead of the competition. However, customers still value human empathy and understanding, and AI has been used to enhance the human touch, not replace it entirely.


10 Use Cases of AI in Customer Support: Real Examples & Tools? ›

For example, chatbots and assistants like Siri and Alexa use NLP to interpret what the user says and provide a response. AI in customer support generally uses these two approaches to assist both users and customer service representatives.

What is an example of AI customer support? ›

For example, chatbots and assistants like Siri and Alexa use NLP to interpret what the user says and provide a response. AI in customer support generally uses these two approaches to assist both users and customer service representatives.

What is an example of a use case AI? ›

However, some common examples of AI use cases include: Developing smarter products. Developing smarter services. Making business processes more intelligent.

What is AI customer experience use cases? ›

AI customer experience is the practice of using AI technology—such as machine learning, chatbots, and conversational UX—to make every touchpoint as efficient and hassle-free as possible. Essentially, support agents get a virtual assistant to help them complete repetitive tasks.

What are three real life example of AI? ›

Apple's Siri, Google Now, Amazon's Alexa, and Microsoft's Cortana are one of the main examples of AI in everyday life.

What is a real time example of AI? ›

Social networking sites are real-time examples of AI. There is an incalculable amount of data generated through conversations, tweets, and blogs, among other things. This large amount of data makes AI and Machine Learning models more intelligent and prone to making the right predictions.

What are examples of use cases? ›

3 examples of use cases
  • A customer browsing flight schedules and prices.
  • A customer selecting a flight date and time.
  • A customer adding on lounge access and free checked bags.
  • A customer paying with a personal credit card.
  • A customer paying with UpCloud loyalty miles.
Mar 10, 2023

What is the usage of AI in customer service? ›

In customer service, AI is used to improve the customer experience and create more delightful interactions with consumers. Technologies like chatbots and sentiment analysis can help your support team streamline their workflow, address customer requests more quickly, and proactively anticipate customer needs.

What companies use AI in customer service? ›


For example, Walmart acquired Canada-based Botmock in late 2021 to provide automated help and recommendations to customers via voice and chat. Other companies like Unilever, Nike, and eBay are also deploying AI-enabled chatbots to enhance the customer experience.

How is AI software used for customer service? ›

AI Customer Service is an artificial intelligence system that interacts with customers on behalf of a company. The AI system is programmed to respond to customer queries and requests, and it can simulate a human conversation by using natural language processing.

What are the 4 types of AI with example? ›

4 main types of artificial intelligence
  • Reactive machines. Reactive machines are AI systems that have no memory and are task specific, meaning that an input always delivers the same output. ...
  • Limited memory. The next type of AI in its evolution is limited memory. ...
  • Theory of mind. ...
  • Self-awareness.
Jan 12, 2023

What are two examples where AI is used on a daily basis? ›

Built-in smart assistants on our phones like Siri, Alexa, and Google Assistant are the more obvious examples of AI that most of us are aware of and use. More mobile technology platforms are developing solutions that use AI for managing different aspects of the device like battery management, event suggestions, etc.

Where is AI used in everyday life? ›

Already, AI- and machine learning-enabled technologies are used in medicine, transportation, robotics, science, education, the military, surveillance, finance and its regulation, agriculture, entertainment, retail, customer service, and manufacturing.

What is AI and give examples of its uses? ›

Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. Specific applications of AI include expert systems, natural language processing, speech recognition and machine vision.

What are the popular five application of AI? ›

Automation, chatbots, adaptive intelligence, algorithm trading, and ML are all used in financial activities. Several banks already use AI-based systems or software to provide customer service and identify abnormalities and fraud.

What is most commonly used for AI? ›

Python and Java are both languages that are widely used for AI. The choice between the programming languages depends on how you plan to implement AI. For example, in the case of data analysis, you would probably go with Python.

What is the most commonly used type of AI today? ›

Narrow AI or weak AI: This is the type of AI that exists today. It is called narrow because it is trained to perform a single or narrow task, often far faster and better than humans can.

What are three types of use cases? ›

As mentioned, the three basic elements that make up a use case are actors, the system and the goal. Other additional elements to consider when writing a use case include: Stakeholders, or anybody with an interest or investment in how the system performs.

What are use cases and scenarios? ›

In simple words, a use case is a goal with various processes, and a case scenario represents a linear and straight path through one of the operations. The use case it answers the questions like: What is the scenario – context of the task? What preconditions does the process have? What exceptions can the task encounter?

What is an example of a use case story? ›

For example, you are a carpenter planning to craft a door. The use case for this scenario would consist of all the steps taken by the carpenter to achieve the goal. This whole documentation would help study the flaws and errors of the process. Product teams utilize use cases in a variety of situations.

How does AI customer service work? ›

AI Customer Service is an artificial intelligence system that interacts with customers on behalf of a company. The AI system is programmed to respond to customer queries and requests, and it can simulate a human conversation by using natural language processing.

How AI is changing customer support? ›

AI in Customer Service and Support

It also can learn from customer interactions over time, improving its accuracy and effectiveness. It helps organizations scale their operations by handling a large volume of inquiries without the need for additional staff. This can lead to cost savings and increased efficiency.

What are three ways to improve customer experience using AI? ›

Let's have a look at the 10 ways AI can improve customer service experience.
  • Chatbot-based customer support. ...
  • Cost reduction and resource optimization. ...
  • Round-the-clock, round-the-year support. ...
  • Improved human interactions with customers. ...
  • Personalized user experiences. ...
  • Gathering data. ...
  • Predictive insights.

What are AI applications in customer analysis? ›

AI Customer Behavior Analytics is a new generation of customer intelligence products with different model behaviors. It provides companies with customer behavior and development characteristics, allowing them to build knowledge and customer management competency on a data foundation.

How does Amazon use AI for customer service? ›

One of the most well-known ways that Amazon uses AI is through its personalized product recommendations. When customers visit the Amazon website or app, they are presented with a list of recommended products based on their previous purchases and browsing history.

How is AI used for customer engagement? ›

With AI for e-commerce, you'll gather—and use—the data regarding who likes what, not just in products but in channels too. Then you can automate how to reach out to each consumer based on the channels each prefers. 4. AI enables content optimization.

Why AI is the future of customer service? ›

AI in customer service allows for immediate, on-demand assistance and self-service. AI can be used to automate the tracking of customers' issues and queries without the need for human intervention. This allows companies with large customer service teams to save on costs and increase efficiency.

How can AI help in customer retention? ›

How AI Helps Retailers Boost Customer Retention
  • 1) Predictive Analytics Keeps Stock Levels Relevant. ...
  • 2) Personalised Recommendations Generate Unique and Personalised Experiences. ...
  • 3) Customer Loyalty Programs are led by Insights. ...
  • 5) Product Innovation based on Data.
Dec 7, 2022


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