Everywhere you look around, some form of automation
can be felt and seen! From automation in monetary transactions through the web
to relying on digital assistants in mobile devices to get things done timely-
people are becoming increasingly dependent on automation. Even for ordering
pizza online to booking movie tickets at a multiplex- it is hard to resist the
temptation of the advantage offered by such automation! The MNCs are warming
up to deployment of automation in customer support service. According to
technology experts- this trend is expected to grow with time. The dependence on
human agents handling customer service will reduce with time.
The recent developments indicate this prediction is
not far from reality. Noted research and Advisory Company Gartner believes
non-voice customer support will grow and reach 85 % by 2020. The customers are also accepting AI enabled
service more than ever before. The success of Watson-
an IBM AI-empowered platform aimed at large companies is being cited by many in
this context. Software giant Autodesk has benefitted significantly by embracing
Watson.
Reasons companies should think of deploying AI powered customer service
As a matter of fact, there are several
solid reasons for which companies have started deploying AI technology in
customer service. From enhanced customer loyalty to boost in brand image
perception, the benefits are too big to overlook.
Listed below are the major benefits
companies can obtain by deploying AI powered customer service:
●
Pre emptive actions and exceptional responsiveness
Deploying AI technologies in customer
service can bring hitherto unheard level of responsiveness. The AI technologies and virtual agents
powered by them can anticipate customer actions and preferences way better than
veteran human agents. The virtual AI empowered agents can analyze huge amounts
of data in fraction of seconds and take suitable action to cater to customer
needs. Whether it is about resolving queries or offering promotions to
customers who will find them interesting- virtual agents can act faster. When the customer
service system is AI enabled, monitoring website or app activity becomes
breeze. The user activities can be analyzed precisely by the AI enabled agents
and conflicts can be resolved faster. It eventually leads to significant time
saving and boost in productivity levels.
●
AI enabled messenger/chat apps
Personal messenger and live chat apps
have been around for quite some time. Already, thousands of companies are using
live chat in their websites to offer flexible and real time customer support.
However, with time the chat and messenger apps are becoming more feature rich
and advanced. Integration of chat bots has made such applications more capable
than earlier versions. Companies in tourism, aviation and apparel sectors are
already deploying such technologies to enhance customer support and more are
expected to follow suit.
●
Less need to train and retrain
No matter which sector your brand
belongs to, training employees to offer support to the customers is a
prerequisite! Over time, training newly recruited staffs is also required.
Large companies end up spending a significant amount in training part of
workforce for offering quality customer support. Staff attrition is a factor
few companies can overcome, as it is. However, AI enabled virtual agents are
pre trained and using these proves to be hassle free for the companies. Later,
re-configuring the software is not a problem either.
●
Truly 24x7 customer service minus human hindrances
Deploying round the clock customer
service personnel in a company is not easy- regardless of its size and sector.
While some companies resort to deploying rotational shifts to offer continuous
support to the customers- some glitches take place occasionally. Even the most
skilled and sincere human support agents can fall ill or become subjected to
stress. AI enabled customer supports have virtual agents and these do not get
affected by human hindrances at all. They neither fall ill nor get stressed out
or tired- unlike their human counterparts. Unless there is a ticketing software
glitch affecting the system, the agents can continue performing 24x7. They can
also be programmed to escalate complex issues to upper hierarchy in the setup.
●
Boost in customer satisfaction level and development of enhanced
brand image
With growing competition and abundance
of choices given to the customers, all companies are trying to make the
customers happy. For this developing a strong brand image is quite imperative.
This becomes easier by deploying latest AI tech in customer support setup. AI
enabled virtual agents analyze situations faster and act faster than human
agents. This ensures the customers have to wait for reduced time and their
needs are met with precision. Nowadays, most of the customers are short pressed
for time and they want instant solutions to their issues when they contact
customer support team. When the customers find solutions to their queries and
issues faster, they feel happier and brand image perception gets a boost.
●
AI helps in offering personalization to the customers
Nowadays, major companies like Amazon
and Walmart are resorting to offering personalized experience to their online
customers. Personalization makes shopping a more enjoyable experience for the
customers. With AI embedded in customer support system, offering
personalization to the customers becomes easier. AI enabled virtual agents can
process vast amounts of data fast and figure out ideal recommendations and
offers for individual customers based on analysis of their data. This
eventually helps boost customer satisfaction level and more customers can be
retained.
● AI helps offering comprehensive self service to the tech savvy customers
The customers are now way advanced and
well informed than what they used to be even a decade back. The proliferation
of internet and mass adoption of advanced digital technologies have led to
emergence of customers who possess considerable knowledge on products and
services. Naturally, such customers do not like the concept of dialing helpline
numbers and wait in lengthy IVR queue to get response of human agents on the
other side. They hardly want to wait and want to troubleshoot their problems
unless it is very complex in nature. They also want a certain level of control in troubleshooting
issues. So, most of them want a
self-help service in websites. The AI enabled chat bots can fulfill such needs
well.
What the future of AI in customer service looks like
As per a recently conducted TCS survey
more than 30% big brands worldwide have started using AI in their customer
support service. Some of the entities that deserve mention in this context are
Autodesk, KLM, food
chains like Domino's and Subway. Of late, Bank of America has announced its
decision to deploy intelligent virtual banking assistant named Erica- to offer
next era digital banking experience to the customers. This list is only
expected to get lengthier with time.
Summing it all up
AI is the potent weapon your company
needs to take customer support to next level.
The major benefits include enhanced customer satisfaction, boost in
customer retention, increased operational efficiency and solid brand image
development. However, as of now, AI
technology is at a nascent stage and it is expected to evolve fast. Companies
in sectors like finance,
travel, food and clothing have started embracing AI technology, and more will
follow in their heels. The benefits are undeniable but a blend of human and AI
support will enable companies reap maximum benefits.
AI Lowered Customer Service is the Future
Reviewed by Pravesh Maurya
on
04:45
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