AI and ML for enhanced customer service

Oflate lot of customer service mostly online chats have been taken over by bots who uses AI, ML and NLP capabilities to enhance the interaction with customer.

Will they replace the need of human customer support representatives (CSR)? No way!

Then?

Bots will mostly be an add-on to the human CSR.

The majority of the areas that bots can contribute w.r.t customer service will be:

1) 24/7 availability reducing the need for humans to be 24/7 available

2) Handle initial interaction with the customer

3) Handle trivial simple interactions with the available knowledge base

4) Handover the interactions which are complex, new or just need human interaction to human CSR

5) Help the human customer representative in addressing the service request of customer

6) Sort the service requests into various categories as needed. For example, based on sentiment, urgency, category, etc.

7) Flag and follow up on specific service requests either with customer or human CSR

8) Retrospection of past service requests and solutions to derive the enhancements or changes to be done in the ecosystem of a company so as to improve its user experience and bottom line.

What other areas of customer service do you think AI/ML/NLP capabilities can help with?
Please comment and let me know...