AI and Customer Service: 7 reasons why generative AI outperforms traditional Customer Support

Imagine a world where customer support is instant, available 24/7, and personalized to each shopper’s preferences, including language. Thanks to innovations in AI and customer service, this vision is already a reality for many e-commerce businesses that have adopted generative AI.

As customer expectations rise, traditional support systems are struggling to keep up. Long wait times, inconsistent responses, and escalating operational costs are driving companies to seek better alternatives.

Generative AI is transforming customer service by automating routine tasks while delivering consistent, scalable support. In this blog, we’ll explore seven reasons why this technology outperforms traditional customer support — and how Yuma AI can help your e-commerce business deliver fast, reliable service at scale.

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#1: 24/7 support

One of the biggest advantages of generative AI is its ability to provide support at any hour of the day. Traditional support teams are limited by business hours, time zones, and agent availability, leading to long wait times and frustrated customers. In contrast, AI-driven customer service is available 24/7, delivering instant responses to queries about shipping, product information, returns, refunds, and more.

This around-the-clock availability is a game-changer for e-commerce businesses in global markets. Omnie, a Yuma AI client, now offers personalized support 24/7, automating up to 50% of all customer interactions. This has not only improved customer satisfaction but also allowed them to scale without the need for additional staff.

With Yuma AI, businesses can provide timely assistance without the hassle of managing multiple shifts. Whether it’s order status or troubleshooting, AI and customer service technology handles everything instantly and accurately.

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#2: Multilingual support

As businesses expand into global markets, the demand for customer support in multiple languages becomes even more critical. Traditional support teams often struggle to offer consistent service across languages, requiring additional hiring and specialized training. AI and customer service innovations, particularly generative AI, however, seamlessly bridge this gap.

By leveraging advanced language learning models, AI can automatically translate and respond to customer queries in numerous languages with accuracy and speed.

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‍“As you enable more use cases, it means you can answer 24/7, answer faster, and answer in the language of the customer,” explained Guillaume Luccisano, CEO of Yuma AI.

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This ensures that businesses can maintain high-quality support no matter where their customers are based.Generative AI’s multilingual capabilities are pivotal for businesses like Omnie, which operates in North America, Europe, and Asia. They’ve been able to leverage AI to provide around-the-clock support across continents, without having to scale their support team proportionally.

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#3: Scalability

As e-commerce businesses grow, the volume of customer queries typically increases, putting pressure on traditional support systems. Hiring additional agents to keep pace can lead to increased costs and inconsistent service quality, as newer employees may lack the experience of their seasoned counterparts.

Generative AI can be leveraged to scale operations without incurring additional overhead or risking inconsistent outputs. Yuma AI, which leverages advanced language learning models (LLMs), empowers businesses to manage numerous queries simultaneously, ensuring no customer is left waiting — even during peak times.

CABAIA is a prime example: the leather goods and accessories company sought to scale its AI-driven customer service operations, and Yuma AI enabled them to do so without the need for additional hires. They recognized that AI agents could help them handle a larger volume of requests and meet rising demand without the complexities of hiring new staff.

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#4: Accuracy

While scalability is crucial, maintaining high quality and accuracy in customer interactions is equally important. AI and customer service solutions like generative AI excel in delivering consistent and precise responses, addressing customer queries with the utmost care.

Yuma AI prioritizes quality over cost-cutting by using the best and most advanced language learning models (LLMs) for each scenario. “We test and test and use the best LLMs — we don’t go cheap,” says Luccisano.

MyVariations serves as a notable example of how this focus on quality translates into real-world results. The electric toothbrush company maintained an impressive 4.7/5 Trustpilot rating, reflecting enhanced customer satisfaction. They achieved this by slashing their first response time by 70%, enabling quicker resolutions and improving the overall customer experience.

AI-driven systems also gather valuable data from each interaction, allowing businesses like MyVariations to continuously refine their processes. This feedback loop helps identify trends and common queries, ensuring that support remains relevant and precise.

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#5: Quick first responses

First response times can make or break a customer’s experience, especially as customer expectations continue to shift toward immediate answers. “Instant, high-quality support all the time will become the expectation among customers,” explains Luccisano.

A quick response not only alleviates customer frustration but also fosters trust and satisfaction. AI and customer service solutions excel in this area by delivering instant replies, ensuring that no customer query goes unanswered for long.

MFI Medical, a supplier of medical equipment, successfully reduced their first response time by 87% with Yuma AI — a significant improvement that ensured customers could receive timely assistance, critical in the medical field where urgency is paramount.

Generative AI is an ideal solution when the goal is to automate interactions and efficiently route complex queries to human agents. Businesses like MFI Medical can provide exceptional support while also freeing up their teams to focus on more intricate issues.

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#6: Cost savings

In traditional customer service models, scaling operations often means hiring more agents, increasing training expenses, and raising overall operational costs. Generative AI, however, offers a scalable solution through automation, reducing the need for additional staff while maintaining a high level of service.

Take CABAIA, which achieved 74% cost savings with Yuma AI. Six months into implementation, the company successfully automated a significant portion of their cases, allowing them to pause internal recruitment for customer service roles.

Generative AI excels at handling repetitive and time-consuming tasks such as processing returns and managing questions about orders. By automating these tickets, CABAIA was able to reallocate resources and focus on more complex, value-driven tasks that require human intervention, revolutionizing their AI and customer service strategy.

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#7: Staff morale and productivity

While generative AI can help businesses pause hiring by automating customer service interactions — like CABAIA experienced — its value also lies in enhancing the experience of existing support staff. By automating repetitive and mundane tasks, AI frees high-performing agents from the daily grind, allowing them to focus on more complex and fulfilling interactions.

With Yuma AI managing routine queries, human agents can engage in higher leverage conversations with customers. This shift not only boosts job satisfaction but also leads to better customer interactions. Generative AI doesn’t replace human agents; it empowers them to perform at their best.

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Transform your customer experience with Yuma AI

As the landscape of AI and customer service continues to evolve, leveraging generative AI is essential. Yuma AI stands at the forefront of this transformation, expertly automating the entire customer experience process while delivering personalized, efficient, and high-quality support.

Yuma AI utilizes the best LLMs and robust data validation techniques to ensure accuracy and reliability in every interaction. Our focus on continuous improvement enables your business to scale, reduce costs, and enhance customer satisfaction — all while empowering your team to excel.

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Ready to revolutionize your customer support? Contact us to discover how we can help your e-commerce platform unlock its full potential with AI. Start your free trial today.

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