AI-supported customer service
AI-backed customer service is not a new concept. Harnessing the true power of artificial intelligence has been an ongoing conversation in the world of customer experience for years, but it is known to be difficult to correct.
Customer interactions with chat bots can swing dramatically from completely stunning to brand damage, depending on how AI is applied and how successful it is to learn from previous interactions.
Today, the average consumer expects personal digital experiences at a minimum – experiences in which brands learn their preferences based on past behavior and use this information to customize future interactions of their tastes.
AI-backed customer service
There is a perception that using ARTIFICIAL INTELLIGENCE in a customer experience makes your interactions less personalized and effective, but that’s not necessarily the case.
Here are three sure tips on the seamless integration of AI-backed customer service processes, and how these processes can delight your customers and reduce your customers’ workloads.
Get AI-backed customer service correctly
When people think of artificial intelligence-built chat bots, they assume that these robots answer basic questions such as, “What is your refund policy?” or “What are your hours today?” anything more about the user (e.g., “When will my order get here?”) the response is better by human agents. However, this perception is incorrect – today, the Sat Bot can answer these questions.
How to? They can actively withdraw customer data from CRM platforms, providing accurate insight into user queries by integrating with order management systems and help desks.
In this way, when the customer requests the estimated time to arrive at his request, chat bot simply clicks into the order management system database and gives the consumer an accurate answer. Chat Bot can also be programmed to learn from previous interactions, but it cannot do it alone.
You should make an effort to program usage cases and faqs about your work. Without this work in advance, customers can easily be frustrated by chat bots when:
Ask customers to repeat and reformulate their queries several times before providing solutions
The resolution trees are incomplete, leaving customers in ignorance with a lack of accuracy.
Refuse to hand over the customer to an agent, or hand over the customer to an agent without any context for chat bot conversation, forcing both the agent and the now impatient customer to start from the first box.
Teach your chat bot to study successful interactions between proxy and customers to improve accuracy
The more you learn your chat bot from your experts, the smarter you become. By studying successful interactions between the agent and the customers of your best performing employees, the sat bot with your AI can respond more accurately.
Letting your chat bot work on its own devices – educated, yes, but still working alone – can be nerve-racking, even for the most trusted marketing teams. In this case, forming a deviation team to monitor and improve the initial performance of your chat bot can be very useful for your business. Think of your deviation team as your customer service promotion team.
Don’t forget to use chat bot in agent help, too
Customer-facing chatbot software is of great interest and attention, but there is a strong place in the world of chatbot customer experience facing the agent. Everyone dreams of automating the normal and administrative parts of their jobs away so they can spend more time doing what they love.
Chatbot capabilities facing the agent, including ticket classification, automatic ticket routing and related article suggestions for the next steps, can be a great saving of time for your agents.
By directing specialized tickets to the right agents – who have the knowledge to help customers with their queries – time delays and internal customer call transfers can be avoided, saving agents about 1.2 hours a day and positively affecting customer satisfaction.
When 1 in 3 customer service leaders believe that building dedicated digital platforms to help customer-facing teams work better is a top digital investment priority, it’s hard not to get excited about customer-facing Android software that collaborates with customer-facing chatbot programs.
An ARTIFICIAL INTELLIGENCE-backed service is a great way to start building a digital service strategy first
Artificial intelligence and chatbot are set to be the top priorities of the customer experience this year, along with multi-channel experiences, first mobile conversations, and high-speed service.
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