Customer Success & Support AI / ML Use Cases

Image from project by Chris Brooks on data.world.

Overview of AI / ML Use Cases by Business Domain

Chris Brooks contributed a great analysis of artificial intelligence and machine learning use cases on data.world. His project was posted two years ago and describes these use cases as "currently deployed in market". The project highlights use cases across several business functional domains, including a carve-out of Customer Support and Success. See the link and click the embedded chart for his interactive visual below.

Link: Enterprise AI / ML Use Cases Across Business Domains

Instead of just including Chris' work in one of our news articles, we felt posting it here would help show off his great visual tool and the breakout of the use case hierarchy below. The passing of time and the surge in LLM-related opportunities since his project has added to this list, but we felt his analysis is a great starting point to think about enterprise AI / ML use cases.

Interactive Visualization of AI / ML Use Cases:

Customer Support and Success Use Case Hierarchy

• Customer Support and Success

  • Support

    • Customer Support Automation

      • Robo-Advisory

      • Customer Service Response Suggestions

      • Predictive Customer Support

      • Chatbot Analytics

    • Social Customer Support

      • Social Listening and Ticketing

    • Help Desk and Ticketing

      • Intelligent Call Routing

      • Call Classification

    • Self Service Support

      • Customer Service Chatbot (self-service solution)

  • User Engagement and Feedback

    • Customer Satisfaction Ratings

      • Call Intent Discovery

    • Feedback Analytics

      • Customer Churn Prediction

      • Survey and Review Analytics

      • Call Analytics

      • Customer Contact Analytics

    • Customer Experience Management

      • Deep Learning (Library / SDK / API)