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Reviewing Global Customer Care Trends: AI and Chatbot Trends and Their Impact in Korea

February 5, 2024
By : Greg. B

Global customer care business is expanding exponentially due to the increasing focus on improved client experience. Growing worldwide businesses are paying closer attention to client complaints by implementing the latest customer care strategies. 

The customer service sector is also able to better face these business difficulties thanks to technology advancements (especially AI and chatbots), redesigned business procedures, etc. There is now more competition in the market due to consumers’ move toward digital platforms. 

Sales and positive public perception skyrocket for brands that excel at customer service. Customers often need help with issues such as long wait times, irrelevant phone and internet redirects, uninformed employees, etc. 

Every responsible brand is aware of these problems; to fix them, they use cutting-edge tech like AI, VR, Chatbots, machine learning, communication tools, etc. The same applies to growing businesses in Korea.

In this post, we will provide helpful background on the global developments in customer support worldwide and how they influence the Korean market, with a special emphasis on AI and chatbot-powered customer service.

Let’s get into this!

 

Top 3 Global Customer Care Trends

1. Client Satisfaction is the New Priority

Everything that influences a client’s emotions and views of a company is a part of the customer experience. More and more organizations are working hard to provide high-quality customer care. As a result, these businesses can enjoy boosted performance and growth at a global level. to boost performance and growth. 

Additionally, it should come as no surprise that research on customer experience has shown strong correlations between effectiveness and contented customers.

According to a survey by American Express, customers in the United States are prepared to pay a premium for top-class services provided by businesses. According to the numbers, which most elite companies have known for some time, the top services allow you to stay one step ahead of your competitors, even when they’re not very good.

 

2. Customer and Agent Experiences Improved by Automation

AI and automated chatbots have increased in tandem with messaging usage. Bots have become an integral aspect of any communications strategy, with interactions with them increasing by more than 80% in the past few years. Automated answers are now a reality!

Customers also save time since bots and human agents may switch between tasks quickly, eliminating their need to repeat themselves. Customers have found chatbots to be particularly useful for less complicated tasks, such as checking the status of an order or their balance. This becomes even more apparent when a client urgently needs a response outside of regular business hours. 

When operators aren’t accessible to answer a customer’s question, chatbots can recommend relevant self-service content. Bots can flag tickets with more sophisticated concerns, such as requesting technical support or submitting a return, and human agents can review them when they return to the office.

 

3. Customer-Focused Experiences are a Must

A global customer care trend that benefits brands and businesses is providing customers with a more personalized experience. It is now standard practice for growing businesses to gather customers’ details for many reasons. 

For this purpose, AI and ML (machine learning) record and evaluate important data. As a result, this data helps deliver customers individualized services that meet their requirements. 

Customers are more loyal to a business that caters to their individual needs, increasing sales. Improvements in delivery speed, scalability, and cost-effectiveness are all made available through customization. 

When asked about their preference for contacting customer service, more than 30%  said they would rather not wait in line. People who despise waiting in line can benefit greatly from personalized customer experiences.

Many global companies nowadays follow the trend of providing a tailored customer experience to keep their clients. Amazon Prime Wardrobe is one example. Amazon has now introduced a new wardrobe function to serve their Prime members better. Also, Amazon Prime members receive transaction- and order-specific customer service, which they love!

 

4. Omnichannel Support

Since the beginning of the epidemic, omnichannel assistance has been a rapidly growing trend in customer service. These days, consumers use many channels—email, social media, in-app messaging, phone, live chat, etc.—to ask questions and make purchases.

Using a single channel for customer service is inefficient because clients are increasingly turning to several channels. With omnichannel support, you can centralize all of your customer service channels.

With a centralized system like this, customer data and discussions are better organized, which makes it easier to monitor the customer’s journey across channels and offer mobile help.

 

Key Customer Service Trends in South Korea – the Rise of AI Chatbots

Chatbots are just one example of how quickly AI advances, paralleling the economy’s expansion. The extensive use of cellphones and the internet in South Korean consumption behaviors makes it crucial for firms operating in this country to offer automated customer support that is both rapid and easy to reach.

Here is how Korean businesses are implementing AI and chatbots in the customer care industry:

 

The Growth of the Chatbot Market

South Korea’s chatbot industry has been booming recently. Around $408.6 million was the worth of South Korea’s chatbot market in 2021. As per Statista, by the year 2025, the chatbot industry in South Korea is expected to generate over $225 million, or 256 billion Korean won, at a CAGR of 17.7 percent. 

The rising popularity of conversational commerce, the widespread use of messaging applications, and the rising demand for AI-powered customer support solutions all contribute to South Korea’s booming chatbot business.

Another factor likely to fuel the expansion of the chatbot market in South Korea is the government’s promotion of AI technology, including chatbots. 

Both Dialogflow and Watson assist in constructing Korean chatbots. Dialogflow enables intent recognition and entity extraction, whereas Watson can handle language identification, sentiment analysis, and entity recognition on Korean text.

In addition, other popular platforms in South Korea allow users to create chatbots and connect them to social media. One example is Kakao i. This platform allows users to create chatbots that work with other Kakao services. One of these services is KakaoTalk, the most popular messaging app in South Korea. 

 

Practical Implication of AI in Korean Customer Support

Imagine a customer support agent who is always available and has an innate grasp of your issue or requirement. The generative AI developed in South Korea provides just that!

Here are some real-world examples to prove that:

DeepBrain AI

Financial services, retail and commerce, education, and media are the four primary focus areas for DeepBrain AI. It is an AI technology business whose chatbot technology supports more than 80 languages, and Korean is one of them! 

In contrast to conventional chatbots, its chatbots are enhanced with “AI humans” that communicate with users through physical avatars shown on the interface. The business offers digital twins that imitate actual people’s looks, voices, behaviors, and gestures through its “AI Human” program. 

Skelter Lab

The AIQ chatbot by Skelter Lab is an affordable and effective tool for small business owners all around the globe. With the AIQ chatbot, users don’t have to go through a maze of sub-questions to receive the necessary answers. 

With the chatbot’s project contract delivery model, businesses of all sizes and types can use the bot’s tailored services.

 

Final Words

Customer care services are among the many industries currently feeling the effects of the global digital revolution. Customer expectations are shifting, and they want things done quickly, regardless of the inconvenience (such as long wait times or numerous points of contact). 

Digital technologies like AI, ML, and chatbots greatly help customer service providers deal with these global changes. Businesses use these technologies to make the customer experience easier and connect with customers in real-time.

For the same reason, many investors are interested in chatbot startups based in South Korea. They are affordable and usually provide services in multiple languages. It would be perfect to incorporate chatbots with well-known social media platforms like KakaoTalk to maximize client accessibility, given the strong internet usage in South Korea. 

With the increasing sophistication of online buying in South Korea, your firm can only stand out if it offers exceptional automated customer care!

 

Author: Greg.B

Executive with 25 years of proven success in call center management and revitalizing business units. Proven career record of producing multimillion-dollar profits through pinpointing operational inefficiencies and encouraging the revitalization of employee morale and corporate culture change.