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Artificial intelligence (AI) is playing a bigger role than ever in customer service. From banks and loan providers to insurance companies, healthcare clinics, travel agencies and claims firms, businesses are using AI tools like chatbots, voice agents, and automated phone calls to help customers faster and more efficiently.
These technologies can save time, cut costs, and give people instant access to support – but they also come with challenges.
How AI Chatbots and Voice Agents Work
AI chatbots are software programmes that understand and reply to written questions. They often appear on websites or in apps, ready to help users 24/7. AI voice agents work in a similar way but over the phone, using realistic, human-like voices to talk to callers and guide them through services. These tools can answer common questions, help book appointments, give updates on claims, or even help someone apply for a loan.
Automated AI phone systems are also growing in popularity. They can call customers with reminders, updates or important messages. Some can even take information from customers and update their records without any human staff involved.
Used Across Many Sectors
In the loan and finance world, companies use AI to handle thousands of loan applications and customer queries every week. The technology allows them to respond to customers in minutes rather than hours.
AI helps them understand the customer’s credit history, preferred loan type and whether they are eligible. According to PwC, 52% of financial services firms are already investing in AI to improve customer experience.
In the insurance and claims sector, firms rely on AI to speed up the claims process. Customers can speak to an AI agent who takes them through what information is needed, how to send evidence, and what will happen next.
In health and travel, AI chatbots are being used to offer medical advice, help with bookings or cancellations, and give live updates on policies or flights. A recent study by Salesforce showed that 69% of consumers prefer to use AI chatbots for quick communication with businesses.
What The Experts Say: The Pros and Cons
Gavin Cooper, founder of claims management company, Claims Bible believes AI has made a huge difference. “We can now take on claim details in minutes, day or night. It’s allowed us to grow and help more people than ever before. But whilst chatbots are fast, they don’t always get the answer right. Giving people the option to speak to a person when they need it is important. I have noticed some companies that get huge volumes of requests hide behind their Chatbots, but it can leave customers frustrated. The human side of sending an email or phone call is still important.”
Dan Park is the founder of InTouchNow, a customer service startup which helps healthcare providers use AI voice agents, adds: “Patients trust familiar voices. AI lets us scale that up, so one GP can speak to hundreds of patients at once. But it’s not just about saving time – it has to feel personal too.”
A spokesperson for finance provider One Stop Money Shop agrees that AI is powerful, especially when speed matters. “We have started using AI into our underwriting and it has allowed us to speed up loan applications, where speed is definitely a competitive advantage in our industry. The ability to make faster decisions and improve our collections helps our bottom line overall.”
A Balance Between Speed and Service
AI in customer service is here to stay, but the best results come when it’s used alongside human support. It can make businesses more responsive and customers more satisfied – as long as there’s still a way to speak to a real person when needed.
The post How AI Is Changing Customer Service Across Industries appeared first on Fintech News.
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