Artificial intelligence (AI) tools can help companies automate key processes, streamline operations, and make the most of their digital resources.
Advancements such as natural language processing (NLP) and generative AI have showcased the power of intelligent solutions in B2C customer support, with 56% of companies now using AI specifically to enhance customer service.
AI doesn’t stop with B2C support — these tools also offer advantages for B2B operations.
AI Tools That Help Boost B2B Support
AI-driven solutions are designed to autonomously perform a specific function. This could be anything from data analysis and interpretation to developing new ideas based on provided context.
In B2B customer support, several tools have emerged as effective ways to deliver improved service.
Generative AI
Generative AI tools leverage NLP and deep learning algorithms to provide more insightful and natural conversation responses. ChatGPT is one example of generative AI that allows users to ask questions in plain language and receive timely and relevant answers.
This AI model is also used in chatbots which let B2B buyers quickly find product, pricing, or delivery data. Improved NLP frameworks make it possible for chatbots to handle tier 1 customer service requests, and pass on queries to tiers 2 or 3 support as needed.
Recommendation Engines
Using AI, companies can deploy recommendation engines that suggest products to buyers based on provided business data, purchase history, and actions taken on company websites, such as searching for a specific product or inquiring about new functions.
These recommendation engines are commonly used in B2C retail to help funnel target buyers and offer the same benefit for B2B sales. Worth noting? The more data collected, the better the results. As a result, it pays to be upfront with B2B customers about what data is collected and for what purpose.
Prescriptive Analytics
Analysis of collected and sorted data helps identify historical trends that can inform future sales. For example, if data shows a regular client buying the same set of items every six months for the past five years, they will likely do so again.
AI, meanwhile, makes it possible to go further with prescriptive analytics. These analyses use rule-based automation to evaluate datasets and determine the ideal path forward. Consider the example above. If analysis shows the customer keeping their buying schedule but is slowly reducing their total purchase quantity, AI tools can flag this decline, allowing customer service teams to get in touch and address the issue ASAP.
Benefits of AI Integration in B2B
Deploying AI tools across B2B support operations offers benefits for both customers and businesses.
On the customer side, 84% of customer support specialists report that it improves the customer journey, while 46% say it creates a more personalized customer experience. In addition, AI tools can respond instantly to customer queries and issues, in turn driving a faster resolution process.
From a business perspective, 82% of CS specialists say that AI improves their understanding of customers. This increased understanding leads to improved service since teams are better able to predict what customers want.
AI also enables the automatic handling of multiple tasks simultaneously. This frees up time for CS specialists and agents to engage with customers directly, rather than focusing on problem resolution. As a result, B2B support staff can more effectively deal with customer concerns and provide satisfactory resolutions. This combination of quick response and targeted action helps boost customer engagement and keep them coming back.
AI in B2B: Here to Stay
AI changed the way companies analyze data, handle transactions, and deliver customer service.
For B2B companies, artificial intelligence offers a way to streamline customer connections, facilitate real-time responses, and create personalized buying experiences.
Want more AI insight? Check out the accompanying infographic.
Infographic created by TeamSupport, a customer support software company
