AI bringing efficiency, convenience and better decision-making to Customer Service
AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion, enhanced CX with 85% of customer interactions expected to be through robots by 2020, and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.
AI can be highly effective in assisted service mode – to route customer inquiries, help agents interpret inputs, and assist the agent with decision support tools – or in self-service mode – where the customers interact exclusively with bots that are able to guide them to self-resolution – or even a hybrid of the two.
Agent Assistance for efficiency
In Assisted Service mode, agents benefit from a range of sophisticated AI technologies, such as smart routing and classification, content identification, predictive analytics, and smart monitoring and training. These technologies empower agents with automation capabilities, allowing them to enhance their customer care reach. For example, agents can streamline insurance claims, and provide interactive real-time guidance on filling out claim documentation and resolving billing issues. This is especially cost efficient with the reported service costs reduction of implementing RPA standing at 75%.
Customer Self-Service for convenience
In Self Service mode, AI can increase the efficiency of the automation, where customers can effectively solve issues by themselves with no need to wait for a human customer care representative. Using intelligence conversational platforms such as Chatbots, Visual Bots, Conversational IVR and Smart FAQ, AI can analyze customers’ responses, narrowing down the range of possible scenarios both in identifying the problem as well as in guiding to the resolution.
Hybrid solution for optimized decision making
Hybrid solutions enable humans and machines to work together – where issues beyond the capacity of a bot can be escalated to a human agent. Using machine learning, these solutions can understand a wide range of inputs and select the next best course of action. The technology learns from previous cases and improves with time, optimizing decision-making support and helping to overcome human cognitive limitations.
The steady progress toward deeper implementation of AI within the contact center is inevitable.
Is your organization positioned for success?
To learn more about how AI can help your customer care increase efficiency, reduce labor intensity and enhance customer satisfaction, click here to download these informative Infographics.