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There isn’t any getting around it, AI is being used in many aspects of modern life.

It has opened up possibilities that simply didn’t exist before, and that is very exciting for users and creators alike. One of the ways that it has emerged is in live chat software.

What is Live Chat Software?

Traditionally it was the case that customers would have to call or e-mail support if they needed a question answered. However, today’s consumer expects a lot more in terms of the speed of service that they can expect from a support team. Therefore, live chat software has become the way to get their questions answered quickly.

Salesforce.com describes live chat software in the following terms:

Live chat software provides a chat box or pop-up window that appears on the screen, allowing customers to start a conversation instantly with a service rep. It’s a dynamic tool that all businesses should adopt as a part of their customer service strategy, as it allows them to communicate with customers in real-time directly through their websites or mobile apps.

It is one of the fastest and most efficient ways to help customers get answers to their questions right away. Historically, these live chat windows had to be manned by human workers, but artificial intelligence has begun to do more and more of the heavy lifting.

How is AI Being Incorporated Into Live Chat Software Today?

There are plenty of different ways that AI is being directly incorporated into live chat software today. Among the ways that you might see it begin to manifest include the following:

• Automated Responses – Not every customer inquiry requires a unique response. There are certain questions that are asked time and time again, and those questions can be answered with an automated response. Artificial intelligence is great at picking up on when a question has been asked many times before, and it can produce the automated response necessary to answer the user’s question.
• 24/7 Support – There is an expectation among customers that they will have the ability to get support and service whenever they need it. The only way that this can realistically happen is if AI is used to offer 24/7 support to customers whenever they require it.
• Personalized Customer Experiences – It is useful to offer personalized customer experiences to every user who opts to use your service. AI can help create those personalized experiences and make each individual who chooses to do business with you feel like they are truly being spoken to on an individual level.
• Ticket Prioritization – Taking care of customer inquiries is no easy task, and

How AI is Being Used in Live Chat Software

There are several ways that AI has emerged in live chat software. Among the ways that it is used in this type of software include the following:

• Automated Responses – Smart AI responses are now possible all the time. The AI products can detect what is being written and provide a reasoned and thoughtful response to the user. This means that no one has to feel like they are left without answers to the questions that they have about your products and/or services.
• Intelligent Routing – Based on the information presented to the AI software, it is possible for that program to intelligently route the user to the individuals that they need to speak to in order to get some answers.
• Sentiment Analysis – It is also possible for AI products to detect the urgency and overall sentiment of what the user is trying to convey. That is also hugely important because it means that the AI products can more easily prioritize the users who have the most urgent needs.

These are all ways that AI has stepped in to assist with live chat software. As you might have suspected, the range of things that AI will be used for in live chat software continues to grow every day. You should certainly keep an eye on these developments as they will have a direct impact on how you and your customers interface with AI software.