Why Businesses Need Company-Specific AI for Customer Service
As artificial intelligence continues to shape how companies interact with their customers, many businesses are realizing that generic, industry-standard AI solutions simply aren’t enough. While pre-trained AI models, built on vast datasets from entire industries, can offer some valuable insights and functionality, they often fall short when it comes to meeting the unique needs of individual companies and their customers. Best in suite is not best in class, and your customers notice, don’t they?
Isn’t the Problem “Industry-Standard” AI?
Most AI solutions available on the market are trained using datasets gathered from a wide range of companies within a particular industry. For example, a customer service AI trained for the retail sector might be well-versed in handling common queries about shipping, returns, and promotions. But here’s the problem: these datasets are broad and generic. They are designed to cover a wide array of potential interactions across different businesses, companies who supply them promise easy to use as “they are trained on your industry data set”, but not the specific nuances of your brand or customer base – and that is why your customers are reacting.
For many companies, this lack of specificity is a significant issue. Your customers interact with your brand in unique ways. They have specific pain points, preferences, and expectations that differ from those of your competitors. An industry-standard AI trained on generic data and tonality does simply not contain these important details, providing responses that feel impersonal or even incorrect. Customers crave personalization and just because AI sounds like its intelligent doesn’t mean it is, or it can deliver that personalization just by plugging into a Large Language Model (LLM).
Why a Customized AI Solution Matters
Creating a company-specific AI resolves this issue. Yes, it takes data and time, and the benefit is that this tailored approach allows your AI to understand your brand’s voice, tone, and customer expectations much more effectively than a generic model. Your customers appreciate it and reward you for it. It’s hardly a surprise that if you cater to your customers, they pay you back is it? Why is it that it is supposed to be different just because you’re using AI?
For instance, if you run a luxury fashion brand, your customers expect a certain level of sophistication and personalization that a standard retail AI simply cannot deliver. Similarly, if you provide niche technical services, a generic AI may not understand the intricacies of your product offerings or the specific terminology your customers use, or you are an insurance company with literally thousands of policies, an industry generic AI is bound to get things wrong.
Moreover, company-specific AI can continuously learn and improve from the feedback of your actual customers, making it more accurate and effective over time. It can be fine-tuned to detect common issues unique to your business, prioritize high-value clients, or even identify opportunities for cross-selling and upselling that a generic AI would likely miss, even if you continuously train it.
Meeting Customer Expectations
Today’s consumers expect personalized experiences. They are quick to notice when interactions feel automated, generic, or irrelevant. By implementing a company-specific AI, you can ensure that your customers feel understood and valued. Responses will be more accurate, engaging, and aligned with your brand’s unique qualities.
Additionally, company-specific AI can enhance customer satisfaction by streamlining service processes, providing more accurate information, and proactively addressing common concerns. This tailored experience can lead to higher retention rates and stronger brand loyalty.
The Bottom Line
While industry-standard AI can be useful for handling basic, repetitive tasks, it’s not a comprehensive solution for businesses that have specific needs or just the need to stand out for commercial reasons. Investing in a company-specific customer experience AIs tailored to your unique needs is not simply a technological upgrade – it’s a strategic advantage.
As AI technology continues to advance, companies that prioritize customized solutions will find themselves better equipped to meet the evolving expectations of their customers. And in a competitive market, that edge can make all the difference.