Aeries Technology

The Role of AI in Elevating Customer Service: Automated Chatbots and Empowered Support Engineers


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The journey of technology in customer service has evolved from the early days of telephone-based support to sophisticated Customer Relationship Management (CRM) systems. While these technologies enhanced operational efficiency, they often failed to provide the personalized interactions that today’s customers demand. In the current competitive business landscape, where exceptional and personalized customer service is a strategic imperative, simply meeting high expectations is no longer sufficient.

As customer needs continue to evolve, maintaining this level of service while controlling costs and optimizing operations has become a critical challenge. This led to the rise of artificial intelligence (AI) in customer service, revolutionizing modern service center operations.

The Rise of AI Chatbots in Customer Service Powered by Natural Language Processing

Building on the capabilities of earlier customer service technologies, AI has taken a significant leap forward with chatbots. These virtual assistants, powered by Natural Language Processing (NLP), handle routine inquiries with unprecedented personalization and efficiency. NLP enables these chatbots to process and understand human language, allowing them to discern user intent and deliver accurate responses tailored to everyone.

The development of chatbots involves training on conversational data using deep neural networks. This training enables the models to recognize patterns in human communication, which helps map queries accurately to the correct responses. Chatbots continuously learn from interactions, improving response accuracy and revolutionizing customer interactions.

AI chatbots allow human agents to focus on complex and sensitive customer needs by automating routine, high-volume tasks. Not only does this improve operational efficiency, but it also greatly enhances the customer experience. According to a report by Grand View Research, the global chatbot market will grow at a CAGR of 24.9% from 2021 to 2028. This growth is due to chatbots’ ability to significantly reduce service costs, typically up to 30%, showcasing their profound impact on the industry.

Elevating the Role of Entry-Level Support Engineers with AI Tools

Integrating AI into customer service operations not only enhances the efficiency of handling routine queries through chatbots but also empowers entry-level support engineers to tackle complex issues with greater proficiency. AI-powered tools equip these engineers with real-time data, contextual insights, and guided recommendations, enabling them to deliver personalized solutions tailored to each customer’s unique needs. By combining human intuition with AI-powered insights, resolution times are significantly reduced, elevating the overall customer experience.

The adoption of AI-based tools assists entry-level support engineers in their daily tasks, improving productivity, streamlining workflows, and enhancing customer satisfaction. Additionally, it reduces the need for extensive staffing and accelerates the career progression of entry-level engineers by rapidly building their capabilities to handle higher-level support roles. Here are a few examples of how AI augments the skills of entry-level engineers:

  1. Ticket Management: AI-powered tools efficiently identify, prioritize, and route issues to the appropriate support personnel, ensuring efficient resolution.
  2. Predictive Analytics: These tools leverage historical data to help support engineers proactively identify potential issues before they occur, enabling preventative measures and minimizing downtime.
  3. Knowledge Management: AI-powered knowledge management tools provide instant access to relevant information, troubleshooting guides, and best practices, empowering support engineers to quickly resolve issues and continuously expand their expertise.
  4. Automated Actions: AI integrated with workflows can automate simple tasks, such as password resets or granting application access, freeing up support engineers to focus on more complex issues.

These AI-based tools leverage machine learning models trained on historical support data to analyze current issues and suggest relevant solutions, knowledge-based articles, or next-best actions. They can even auto-generate response drafts using generative AI, which support engineers can review and finalize, ensuring a seamless customer experience.

By augmenting human capabilities with AI-driven insights and automation, organizations can significantly reduce the quantity and cost of staffing required for customer support operations. Entry-level engineers gain the ability to rapidly upskill and confidently resolve advanced issues, improving service quality while reducing the time and resources needed for training and career progression.

Aeries’ Pioneering Role in AI Integration in Customer Service

Aeries is at the forefront of transforming customer service by integrating sophisticated AI technologies, which drive innovation and measurable enhancements in customer satisfaction. Our strategy revolves around our Purpose-Built Model, bolstered by a global network of strategically positioned Centers of Excellence (CoEs). These Centers of Excellence tap into regional talent pools and cultural synergies while leveraging cost-efficient strategies to deliver high-quality, culturally attuned services.

For example, our CoE in India and Mexico utilize advanced AI tools to streamline workflows and improve response times. These tools include automated ticketing systems and AI-driven analytics that enhance decision-making and customer interaction. This strategic deployment of AI solutions ensures that our services are efficient and empathetic, meeting the diverse needs of our global clientele. 

These initiatives have successfully combined AI capabilities with human expertise to create a synergistic effect. Our global CoEs enable us to maintain high service standards while driving down costs—demonstrating our commitment to excellence and innovation in customer service. This approach improves operational efficiency and enhances customer interactions with the empathy, creativity, and emotional intelligence that human professionals can provide.

Aeries in Action: Elevating Customer Service for Our Clients

Client Breakthrough: Enhancing Business Workflow Efficiency

Impact: The deployment of Aeries’ advanced automation applications has significantly transformed client business processes. These changes resulted in a 40% reduction in time spent on routine tasks, a 20% decrease in operational costs, and a 50% reduction in manual data entry. Moreover, these improvements enhanced productivity and spurred a notable 20% increase in innovative practices.

Client Breakthrough: Streamlined Customer Support with AeRies Intelligent Assistant (ARIA)

Impact: Aeries revolutionized client customer service through the ARIA – our omnichannel conversational AI platform, integrated with a centralized ticketing platform (ARIDesk). This innovation has slashed issue resolution times by 50%, boosted resolution rates by 20%, and enhanced service quality through real-time analytics. Consequently, this has led to a 40% faster response to customer inquiries and a 30% increase in team productivity. ARIA has consistently been used for conversational AI needs, with key functions like IT, Sales & Marketing, HR, Internal Communications being.

As the examples of our work with clients have shown, the integration of AI is transforming the customer service landscape. Looking ahead, we anticipate that the future of AI in customer service will continue to evolve in several ways.

The Future of AI in Customer Service

The role of AI in customer service is about to undergo a transformative shift. The integration of conversational AI and predictive analytics will revolutionize service delivery, making interactions not only more responsive but also proactive. These technologies anticipate customer needs and address them preemptively, elevating the standard of customer service to unprecedented levels of intuitiveness and efficiency. As companies adopt these advanced tools, they will set new benchmarks for what it means to deliver exceptional customer experiences. 

Parting Thoughts: The Convergence of Human and AI-Powered Customer Service

The synergy between human insights and AI-powered solutions is fast becoming the cornerstone of future customer service strategies. Companies like Aeries, at the forefront of this movement, demonstrate how integrating AI can significantly enhance operational efficiency and customer satisfaction. As the boundaries of AI’s capabilities expand, businesses that embrace and integrate these innovations will secure a competitive edge. Aeries’ purpose-built model offers a robust framework for those ready to leverage AI to its fullest potential, enhancing every customer interaction and driving long-term success.

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  • Brian McCann
    Executive Advisor

    Brian is an Executive Advisor to Aeries and has been a CEO with a proven track record for building technology businesses through the start-up phase to large, profitable companies. He is also a former Aeries client.

  • Dr. Jai Vishwakarma
    CTO - Product Development

    Jai is the CTO of Product Development at Aeries, with over two decades of expertise in Business, IT, and Digital Transformation. With over 12 patents, he has led next-gen Blockchain technologies and green tech initiatives.

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