AI is the new black! The use of an AI copilot can enhance both segmentation and prioritization in customer service, ensuring that the most urgent clients are attended to first. Additionally, AI plays a crucial role in personalizing responses, tailoring them to each client's profile and language. In my view, using AI as a copilot is an irreversible trend. This technology is already being implemented to make customer service increasingly personalized and efficient.

To prioritize personalized responses while managing multiple chat conversations, focus on actively reading each chat's context, using relevant details from previous messages, asking clarifying questions, and tailoring your responses to the individual user's needs, all while leveraging canned responses strategically for common queries to maintain efficiency. • Active listening and context awareness • Personalized details and questions • Strategic use of canned responses • Prioritization and time management • System features and training

In the age of AI, summarizing chats makes it much easier to save time and respond efficiently to key points. However, maintaining a human touch is essential—personalizing messages with the client’s name and adding warmth or emotion can make interactions more engaging and meaningful.

Track past interactions, prioritize urgent requests, and customize templates smartly. Mirror the user’s tone, manage chats efficiently, follow up on unresolved topics, and keep responses concise yet detailed.