9 examples of how AI can improve customer experience

Forget those long wait times on hold and the frustration of repeating your problem over and over. Customer service is getting a major upgrade thanks to AI.

This post will show you 15 real companies using AI to making the customer experience awesome.

AI Works! Here's the Proof

We looked at 15 different companies, big and small, that are using AI in their customer service. And guess what? It's working! Here's what they're seeing:

• Happier Customers: Some companies are seeing customer satisfaction go up by a lot (like 40%!).
• More Sales & Leads: AI is helping some businesses sell more stuff (up to 25% more) and find way more potential customers (up to 138% more!).
• Faster Help: Imagine getting answers 10 times faster than before. AI is making that happen.
• Better Service, Overall: Companies are seeing customer satisfaction go up by as much as 30%.

And it's not just the huge companies that are benefiting.

Small businesses are seeing big improvements too, which means AI is for everyone.

Pro-tip: Use Chatbase to deliver exceptional support experiences that set you apart from the competition.

9 Examples of Companies Using AI for Customer Experience

We're going to break down each company's story, showing you exactly how they're using AI and what kind of results they're getting for their customer support.

Unity

Unity uses a super-smart chatbot named UB-1 to answer customer questions quickly.

UB-1 can handle a lot of common questions about things like licenses, accounts, and the Unity Asset Store (where you can buy stuff for your Unity projects).

If UB-1 can't answer your question, it can connect you to a real person on the Unity Customer Experience team.

The result: This means faster answers for customers and less time waiting for help. Customers can get instant support for non-technical issues, and the human support team can focus on more complicated problems. Because there is a chatbot answering, questions about online accounts, the Asset Store, and licensing are answered much faster!

In short, the AI-enhanced customer experience process at Unity:

• You can chat with UB-1 directly.
• UB-1 offers some common questions you can click on (like "My license isn't activating").
• UB-1 can also understand questions you type in your own words.
• If UB-1 can't help, it creates a "ticket" – basically, a request for help from a real person.
• You can also use a form to submit questions online.
• For issues regarding Unity Gaming Services, you sign in at dashboard.unity3d.com.
• For more information on Unity's products and a quote, you reach out to the sales team.

Deutsche Telekom

Deutsche Telekom uses a digital assistant called "Frag Magenta" (which means "Ask Magenta" in German) on their website (www.telekom.de).

Think of it as a super-helpful chatbot that's available 24/7 to answer customer questions.

It started by handling simple things, but it's gotten way smarter.

The result: Customers can get instant answers to a wide range of questions, any time of day or night. If Frag Magenta can't answer a question, it connects the customer to the right human expert. This means less waiting and faster solutions for customers.

Frag Magenta can help with lots of different things, like:

• Problems with your phone, internet, or TV.
• Questions about your bills, contracts, or orders.
• Help if you're moving.
• Questions about your Wi-Fi (WLAN), email, or SIM card.

It's gotten really smart and can now even access your personal customer information (safely and securely, of course!).

This means it can:

• Show you your mobile phone bills (even from the past 18 months!).
• Let you download those bills.
• Tell you when you can upgrade your phone contract.
• Let you change your bank details for your phone bill.
• It can understand the user better and can even hold longer conversations.

This is what we are building at Chatbase as well, and we call them AI actions, you can give it a try for free today!

Camping World

Camping World uses an AI virtual assistant named "Arvee" (like R.V. - get it?) to help customers on their website and through text messages (SMS).

Arvee answers common questions, helps with things like finding information, and can even connect customers to a real person if needed.

The result: Customers are way more engaged (40% more!), wait times are much shorter (down to 33 seconds!), and the human customer service agents are able to help 33% more people because they're not bogged down with simple questions. Arvee also helps collect leads after business hours, so no potential customers are missed.

AI Customer Experience at Camping World:

• Arvee can answer a lot of frequently asked questions (FAQs).
• It can connect to Camping World's systems (like Oracle and Salesforce) to find customer information quickly.
• If a customer is calling, Arvee can let them switch to texting (SMS) instead.
• Arvee can even start conversations with customers on the website, offering help proactively.
• If the question goes over Arvees AI capabilities, it will transfer the customer to a human, it also sends over all the information it gathered.
• It started by answering 75-100 questions, but learned and can answer many more.
• It's especially helpful for generating leads after hours, which was a problem before.
• The virtual assistant is integrated across websites and phone.

It you're interested in an AI chatbot with similar AI capabilities, definitely give Chatbase a try, we've worked with over 9000 businesses worldwide.

DNB bank (Netherlands Bank)

The Netherlands Bank (DNB) built their own AI tool called "ChatDNB." (Pictured: ChatDNB team). It's like a super-smart search engine and chatbot specifically for the bank's staff. It can answer questions about banking rules, regulations, and other important information.

The result: Bank employees can now find information much faster than before. Instead of searching through tons of documents, they can just ask ChatDNB. It also helps make sure everyone is giving the same, correct answers to banks and other financial institutions they supervise.

How ChatDNB works:

• ChatDNB was built with help from Microsoft, using their Azure OpenAI Service (tip: you can choose any AI model with Chatbase).
• It was trained on over 10,000 pages of information from the bank's "Open Book Supervision" database, which includes laws, regulations, and other supervisory details. (tip: you can train Chatbase on your own data + check our Trust Center)
• It's designed to only answer questions based on the information it has been given, not from the general internet (this keeps things secure).
• When it gives an answer, it also shows you where it got the information from (like citing sources in a research paper).
• It can even help explain what regulations mean if they're not totally clear.
• Only authorized bank staff can use it.
• The DNB is also developing safeguards, as a central bank there are obviously confidential documents.
• The goal for the future, is to be able to answer questions that only experts can answer.

Windtre

Windtre, a major Italian telecommunications company, worked with IBM to create an "Intelligent Automation" system.

This system uses AI to automatically handle customer complaints and problems (called "tickets" in the tech world).

It can analyze the problem, gather information, and even solve some issues completely on its own.

The result: Windtre can now handle over 10,000 complaints per month automatically! Response times are 10 times faster than before. Human errors are reduced, and the system can easily handle more complaints as the company grows. The human staff are freed up from boring, repetitive work.

Windtre case study:

• The system uses several IBM AI tools:
  • watsonx Assistant: Figures out what the complaint is about.
  • Watson Knowledge Studio: "Teaches" the AI about Windtre's specific business.
  • Watson Natural Language Understanding: Helps the AI understand the words and meaning in the complaint.
• After the AI analyzes the complaint, it gathers more information from Windtre's systems.
• Then, it uses "robotic process automation" (RPA) – think of it as software robots – to actually fix the problem, if possible.
• The system has two main parts:
  • Dispatcher: Puts the complaints in a queue (like a waiting line).
  • Performer: Does the work to solve the problem.
• The whole system is built on cloud technology, so it's secure and can easily handle more work.
• There's a dashboard that shows how well the system is working.
• There are three ways tickets are handled:
  • Automatically Resolved: The alert is resolved completely by AI.
  • Partially Resolved: AI analzes and provides operators useful information.
  • Routed: The alert is anaylzed and routed to the most appropriate team of operators.

If you love this, you'll also love Chatbase, where we have Enterprise-grade security and AI quality.

eye-oo

Eye-oo, an online store that sells eyewear from different brands (including fancy designer ones!), uses an AI chatbot as its "first line of support" on their website.

This chatbot is trained on all the information about eye-oo's products and policies.

The result: Sales went up by 25%! They got 5 times more conversions (meaning more people who visited the site actually bought something). The AI helped generate a lot of revenue (€177,000). Waiting times for customers dropped dramatically (by 86% – from 5 minutes to just 30 seconds!). The AI handled most of the customer support conversations and collected over a thousand leads (potential customers).

AI customer experience at Eye-oo:

• The AI chatbot can recommend products.
• It can help customers check the status of their orders.
• It answers questions about shipping, returns, prescriptions, and other common topics.
• The company also uses a tool that helps customers who leave items in their shopping cart without buying them. The tool engages with these customers to encourage them to complete their purchase.
• They use a complete customer service solution.

Zalando

Zalando, a big online fashion store in Europe, uses AI in two ways.

Zalando Assistant: This is like a personal fashion advisor that lives in the Zalando app and website. It helps you find clothes by understanding what you're looking for, even if you ask complicated questions.

Trend Spotter: This shows you what clothes and styles are becoming popular right now, both in your area and across Europe.

Customer experience impact: Customers can now get personalized fashion advice in their own language, no matter where they are in Zalando's 25 markets. It's easier to find clothes they love, and they can stay on top of the latest trends. They boosted product clicks by 23% and wishlist growth by 40%.

Zalando Assistant:

• You can ask it questions like, "What should I wear to a wedding in October in Paris?" It understands things like the occasion, the location, and the time of year.
• It uses both Zalando's own AI and technology from OpenAI (the company that made ChatGPT).
• It's available in all of Zalando's markets, in the local language.

Trend Spotter:

• Shows you emerging fashion trends every week.
• You can see trends from 10 different European cities, including Amsterdam, London, Warsaw, and Zurich (they added these new ones!).
• It explains why something is trending, so you know if it's a big global trend or something more local.
• It is powered by Zalando's own data.

Chatbase.co

Chatbase is a platform that lets businesses build their own AI chatbots. These chatbots can live on a company's website (right on the homepage!) and do things like answer customer questions and, importantly, capture leads (get contact information from potential customers).

Businesses using Chatbase can:

• Engage website visitors immediately.
• Collect valuable contact information (leads) automatically.
• Provide instant answers to common questions.
• Free up their human team to focus on more complex tasks.
• You can book a meeting directly, or update your subscription.

The AI customer experience process:

• A Chatbase chatbot can be placed directly on a website's homepage.
• It can greet visitors and offer help.
• It can answer questions about the business and its products or services.
• It can ask for contact information (like name and email address) from interested visitors, turning them into leads.
• It can be customized to fit the specific needs of a business.
• You can ask it any question, and even create your own chatbot.

WroteByMeBooks

Django Degree, the CEO of WroteByMeBooks (a platform in the book industry), uses AI chatbots (powered by Chatbase) to help authors.

The chatbots provide support, answer questions, and help with onboarding (getting started with the platform). They also use AI combined with video tutorials for interactive help.

What Happened: The AI helps authors:

• Get support faster.
• Access information and video walkthroughs in real-time.
• Scale the onboarding process more efficiently.
• Take control, and sell more.

How it Works (in more detail):

• The chatbots are integrated into the @wrotebymebooks platform.
• Authors can ask questions and get immediate answers.
• The system combines AI chatbots with Loom videos, offering interactive support.
• Upcoming features include more access to video walkthroughs in real-time, answering a wider variety of questions.
• The platform is powered by Chatbase creating an AI Marketer agent

Conclusion

These examples show us a few important things:

• AI Does the Easy Stuff: AI is great at answering simple questions and doing repetitive tasks, so human workers can focus on the harder problems.
• Personal Help is Better: AI can help companies give each customer the specific help they need, which makes people happier.
• Help Anytime: AI chatbots can help customers 24/7, so you don't have to wait for business hours.
• Learning from Customers: AI can help companies understand what customers need and how to make things better.
• AI is For Everyone: Big and small companies can use AI to improve customer service.
• It's Going to Get Bigger: Experts say that AI will be used in most customer service interactions soon.

AI is changing customer service for the better, and these examples are just the beginning. Businesses of all sizes are using AI to make customers happier, save time and money, and provide better service overall. As AI gets even better, it's going to be a huge part of how companies help their customers.

AI platforms, are making it easier than ever for businesses to use this amazing technology.

If you want your business to have awesome customer service, it's time to check out what AI can do! Start your free trial with Chatbase today!