Artificial intelligence (AI), though it appeared relatively recently, has taken almost all spheres of human life by storm. Things that were unimaginable only four or five years ago have become a daily routine for many people. Generative AI tools are now indispensable assistants in a variety of tasks, making our lives much easier and stress-free. Basically, AI has penetrated every single domain, and customer support is not an exception. In terms of customer support, AI tools carry out a myriad of functions: Voice AI handles phone calls with customers in such an authentic manner that people can easily mistake a machine for a human agent. AI agent co-pilot easily assesses real scenarios using data gathered from virtual or real sources to provide customized guidance, options, and answers to clients’ questions, even tricky ones. AI quality assurance tools go through thousands of conversations with a fine-tooth comb to flag inconsistencies and spot areas for improvement. These are only a fraction of those tasks AI is able to perform today. And the most amazing thing about this tech is that it’s constantly developing, leaving us only guessing what else it has in store.
Where are People in an AI + Contact Center Equation?
However fast AI is developing, offering new, better capabilities, humans still play the central role when it comes to serving other humans. In clients’ support, you will not substitute people but leverage AI to expand the services. The decisive moment for all customer service companies is to strike the right balance in combining AI and the workforce. True, AI can do its best to automate routine processes, but more often than not, it requires smart supervision. Speaking of empathy and human judgment, AI also bites the dust. We aren’t saying that it will be like that forever. Sooner or later, we can expect AI to provide us with a shoulder to cry on. But for now, it seems really far-fetched.
The Top 3 Ways AI Can Streamline CX in 2024
Machine learning and AI for customer support are bringing seismic change in customer experience. This change touches literally every aspect of a customer journey, making it more streamlined and effortless. Although there are still suspicious minds here and there, complaining about AI being not responsive or understanding enough to fully satisfy their requirements, nevertheless, the majority of customers admit that their overall experience with a brand has become better due to new technologies. Let’s consider three aspects in which AI puts its best foot forward.
Proactive support
The better half of clients would prefer not to submit their confidential information for authentication whenever they reach out to clients’ support agents. As necessary as security checks are, companies can not make clients estranged. Once an AI software transfers clients to customer support representatives, it may notify them of their requests. Moreover, AI may examine clients’ behavior patterns depending on prior communication records, AI text to speech conversion, and spending patterns to instantly authenticate their personality. AI-integrated IVR systems may as well verify the client before handing over the call to a customer service representative. It cuts the typical call time of a service desk by a few minutes, keeps the data safe, and increases customer satisfaction.
Customized CX
Formerly, customer support representatives had to fill in clients’ accounts by hand, entering the details of previous talks to guarantee a smooth experience the next time they talked. Nonetheless, typically clients would contact many different customer support representatives if their issues were not settled. In case a new agent does not fully comprehend or share the customer’s feelings, it entails a risk of the manager escalating or canceling. Customer support AI systems gather and keep customer data to specify the issue and transfer the client to the appropriate agent for help. Also, it gradually memorizes the client’s service inclinations and aids customer support representatives in selecting the most acceptable feasible solution for a specified issue. Consequently, it leads to customized service and better customer retention.
Quicker response time
Perhaps the main pain point of customer support service is long wait times. The lack of agents and capacity to handle all calls is usually compensated, or at least companies think so, by the beautiful melody on the line. The problem is that customers do not always appreciate this solution. They want their questions to be answered here, and now, therefore, fast service is crucial for delivering high-quality CX and increasing customer service efficiency. IVR and AI-based customer support software (e.g., chatbots) may significantly enhance call management features and first response time (FCR) by fully comprehending the client’s request and giving them accurate information. Artificial intelligence may track digital client activity instantaneously and put forward product guidance to improve CX. Self-service is getting more and more popular due to multichannel customer support options.
Does Autonomous AI Customer Support Need Versatility?
Modern companies are versatile enough to interact with their clients constructively. In terms of quality customer support through AI, clients wish they were behind the wheel. They want to select the way they get the desired assistance at the right time—whether through online channels, personal contact, or with the help of artificial intelligence. Any modern customer support center that uses AI technologies to automate its operations only benefits from it.
