Artificial intelligence in customer service
Customer Service
June 5, 2025
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5 min.
Customer Service
It’s probably hard to disagree that every business strives to have the best customer experience. Most choose to expand their customer service team so that they can respond to customer questions as quickly as possible. But what happens when customers want an answer in the middle of the night? Or when there are so many inquiries that the only solution is to continue expanding the team?
In this article, we will look at how artificial intelligence can help solve such problems.
Already in 2023, large Lithuanian businesses, such as Tele2, noticed a change in customer expectations. According to D. Andriuškaitė , customers want their problems to be resolved as quickly as possible - with one call or message.
Naturally, as a business grows, customer traffic also increases, which means more inquiries. However, most often, customer problems become repetitive. It is easy to imagine an e-commerce store receiving hundreds of questions about the location of a shipment, product specifications, or a clinic receiving calls to book an appointment. As a result, both the customer service specialist who answers repetitive inquiries and the business itself, which pays the specialist to do this, suffer.
If 10 years ago this seemed like fiction, artificial intelligence, which has become popular in the past few years, is now able to provide fast and effective assistance without human intervention . This is a great alternative for businesses seeking to reduce staff workload and costs.
Businesses using artificial intelligence not only gain innovation, but also other advantages important for customer service.
Although most Lithuanian customer service teams are available on weekdays until 5 p.m., this does not mean that customers will not have questions at other times. Artificial intelligence is excellent at serving customers around the clock, and can solve customer problems even at 3 a.m.
Although most businesses have a comprehensive FAQ section on their websites, customers still often ask questions like: “How much does shipping cost?” , “Can I return an item?”, “Do you work on holidays?”, “What is the tracking ID for my shipment?” , etc.
Artificial intelligence can answer these questions in a matter of moments, and the customer service specialist, freed from these inquiries, can focus on tasks that bring more value.
For example, the Parnidia AI assistant installed in the “ Home by NB ” e-store had 707 conversations in the first month, which resulted in 123 hours saved per month.
As we mentioned before, customers want a solution to their problem as quickly as possible. Artificial intelligence is great at handling multiple requests at once, so no one has to wait in line .
After all, no one likes to wait 20 minutes to call the reception at the clinic.
Fast service does not go unnoticed. For example, the AI ​​assistant of the “Home by NB” e-store is rated positively by 9 out of 10 visitors. Happy customers usually become loyal customers who will return to the same store in the future.
This is where Ž. Šeškauskis, a business analyst at “Home by NB”, sees the greatest benefit in artificial intelligence-driven customer service.
Apart from its speed and 24/7 availability, artificial intelligence is characterized by its accuracy.
It is important to emphasize that in order to minimize the AI ​​assistant's hallucination, its knowledge is limited to the client's website and PDF files containing additional information about products, procedures, etc.
In this case, human errors are avoided, and artificial intelligence for business ensures that important information is not forgotten and all answers are accurate and high-quality.
It is obvious that large foreign businesses such as Nike, eBay, and Unilever, which have been using AI assistants in customer service since 2021 , receive countless requests every day.
In this case, artificial intelligence helps manage the volume of requests and increase the customer service team.
In a Gartner survey conducted in 2025 , 85% of executives responsible for customer service plan to try AI assistants. Most see AI bringing the most value to businesses by reducing costs and increasing revenue and quality.
Returning to “Home by NB”, the company of famous artist Natalija Bunkė, which implemented the Parnidia AI assistant, calculated that it saves 21,135 euros per year and faces a 587% payback.
Below you will find how you can use the AI ​​assistant on e-commerce and clinic pages.
We mentioned earlier that artificial intelligence can handle simple, repetitive questions perfectly, such as “Where is my item?”, “Can you change the shipping address?”, “Can you apply a discount to this product?”, “I want to return the item.”.
But the AI ​​assistant can do more than that.
According to a 2023 PwC survey , 50% of customers who come to a physical store expect help from a knowledgeable and helpful salesperson working in the hall. So it's no surprise that similar customer expectations exist when shopping online.
At any time of day, an AI assistant can become the smartest consultant, knowing every detail and specification about every product in the store.
Whether it's the most effective cream for dry skin , the most suitable leg brace after an injury , the most effective hair styler for curly hair , or headlight bulbs for a specific car brand. With each question, artificial intelligence will select the most suitable products from the product catalog and recommend them to the customer, increasing the likelihood of purchase.
In addition to product recommendations, the AI ​​assistant is also able to identify shoppers who added items to their cart but never purchased them.
In an experiment conducted by Lietuvos Rytas journalist A. Daukševič in 2016, she failed to call and register at Vilnius Šeškinė and Karoliniškė polyclinics several times. Although she managed to call Vilnius Center polyclinic fairly quickly, the journalist's experiment only proves that calling Lithuanian polyclinics is either very difficult or practically impossible.
This is where artificial intelligence can come in handy, both in writing and through voice. Patients who want to register could do so with the help of an AI assistant by visiting an e-commerce website, or by calling the front desk, where an artificial intelligence will be waiting on the other end of the line.
As we mentioned before, artificial intelligence is capable of serving multiple clients at the same time, so patients would not have to wait in any queues. A call to the clinic that used to be a headache would turn into a simple call.
We can't forget about service recommendations either. Here, an AI assistant could listen to patients' complaints and suggest which procedure they should book.
24/7 service would ensure that a person in pain would not have to wait until the next morning to call the front desk.
The Parnidia AI assistant implemented on the PilÄ—nai clinic website has exceeded the expectations of the clinic's managers, and their patients can enjoy fast and high-quality service. This allows the clinic to strengthen relationships with its patients, who remain loyal in the future.
Once you decide to implement an AI assistant on your website, the next steps are simple. Here's how you can do it with Parnidia:
While the public still sees Artificial Intelligence as a new thing, the benefits and applications of AI assistants are slowly becoming apparent. Automated customer service allows customers to get quick, yet accurate answers, while employees can focus on more important tasks. This is a win-win situation for everyone.
It's important to remember that current innovations move at lightning speed. What seems like something straight out of a science fiction book today may become standard industry practice tomorrow.
If your business sees the value of Artificial Intelligence in customer service, then you're on your way with Parnidia! You can sign up for a free consultation, during which we will analyze your company and suggest how an AI assistant can help your business.
Don't forget, by using automation, you ensure that every customer request is resolved quickly and accurately - a benefit for both your customers and yourself.
Paul Chepukenas
Customer Success & QA Manager @ Parnidia
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