5 Questions to Ask Before Investing in AI Customer Support Tools

AI is changing customer service for the better—faster replies, happier customers, and saving money. Yes, please.

As of 2023, 67% of consumers worldwide have utilized AI for customer service needs.

Add that to that 30% cost reduction by implementing AI in customer service.

AI is shaking up customer service—faster replies, happier customers, and saving money? Yes, please. But with so many tools out there, how do you know which one’s actually right for your business?

That is why, we’re here to give the five questions you should ask yourself before you start.

Questions to Ask Before Investing in AI Customer Support Tools

Question 1: What Problems Are We Trying to Solve?

Before jumping into AI, ask yourself: What’s the real challenge here? AI tools are only as good as the problems they’re designed to solve.

Are your support teams overwhelmed by ticket volume?
Are customers frustrated by long wait times?
Or maybe you want to improve personalization in responses?

Clearly defining your goals is also very important. For example:

If your team struggles with 24/7 availability, an AI chatbot could bridge the gap during off-hours.
For repetitive queries like order tracking or FAQs, automation could free up your agents for complex issues.

According to a study by Zendesk, 64% of customers expect real-time responses within 10 minutes. AI tools excel here, but only if they’re deployed with a clear purpose.

Start by listing your top customer support pain points, and let them guide your investment.

Question 2: Is This Tool Compatible with Our Existing Systems?

Imagine investing in a state-of-the-art AI tool only to find it doesn’t integrate with your CRM or communication platforms.

Compatibility is a must.

Check whether the tool:

Integrates with your current software (e.g., Salesforce, Zendesk, Slack).
Offers API access for customization.
Requires additional middleware or software to function seamlessly.

A McKinsey report revealed that businesses with fully integrated AI systems see a 20% boost in productivity.

Question 3: How Will It Impact the Customer Experience?

AI can enhance customer service, but it can also hurt it if not implemented thoughtfully. Customers appreciate quick responses but still value the human touch.

The key is finding a balance between automation and empathy.

For instance:

A chatbot can handle FAQs, but complex or emotional issues should escalate to a human.
Monitor AI accuracy, as inaccurate responses can frustrate customers more than slow ones.

Did you know that 80% of consumers stay loyal to brands offering superior customer service? When done right, AI can improve loyalty by delivering consistent, reliable interactions.

Question 4: What Is the Total Cost of Ownership (TCO)?

AI tools can seem affordable upfront, but the total cost includes much more than the subscription fee. But you can also try AI tools that offer free trials to test out before you commit to paid plans like Frequentli.ai.

Break down the costs:

Setup: Initial implementation can require time and technical expertise.
Training: Your team needs to learn how to use the tool effectively.
Ongoing Maintenance: Regular updates, fine-tuning, and support add up over time.

That said, the long-term savings can be huge. According to Tidio, automating repetitive tasks can cut operational costs by up to 30%. Do the math to see if the investment makes sense for your business.

Also read AI Revenue Boosters: Best AI Tools for 2024 Profits.

Question 5: Do We Have the Right Team and Strategy for AI Adoption?

AI isn’t plug-and-play. It needs people and processes to succeed.

Here’s what to focus on:

Team Training: Ensure your team knows how to use and optimize the tool.
Change Management: Be ready to guide your team through the transition to AI.
Phased Rollout: Start with a pilot program to test the tool’s effectiveness before scaling up.

Quote to Remember: "AI tools are only as effective as the teams using them". Make sure your team is equipped to get the most out of the investment.

Conclusion

Make your investment count. Investing in AI customer support tools can transform your business—but only if you make informed decisions.

Ask these five questions, and you’ll be ready to find an AI solution that aligns with your needs, integrates seamlessly, improves customer satisfaction, and delivers long-term value.

Next Step: Ready to get started? Explore these free resources to learn more about implementing AI customer service in your business.