As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times.
The following is an excerpt from our latest white paper, “Peak Performance: Mastering Customer Service Spikes with AI.”
What makes a good customer experience? Speed, convenience and reliability rank high on the list. So, too, do experiences that feel personal.
According to a survey from PwC, nearly half (48%) of U.S. consumers define good customer service as friendly and welcoming. Meanwhile, an overwhelming majority (82%) of the top-performing companies report paying “close attention” to customer experience.
The benchmarks for customer service teams include customer satisfaction, NPS, churn, resolution rate, handle time and other metrics that measure customer service quality, effectiveness and efficiency.
Keeping KPIs high during peak periods can be difficult. Automating customer service interactions using AI is one way customer service leaders can provide a consistent experience and regular response times regardless of the number of inbound queries.
Generally, customer service questions fall into two categories: common and complex. While customers with complex questions or those that need additional support should have access to a live agent, the goal of AI-enabled customer service tools is to automate the most common questions and requests.
Common questions include how to reset a password, change account information, make a return or track a package.
By answering the most common questions with AI-enabled self-service tools, leaders give their agents more time to deal with complex customer service issues. From a customer perspective, self-service options represent a major convenience, getting them answers whenever, wherever, faster.
Resolving Customer Questions, Requests with AI
Natural language AI-powered customer service tools such as chatbots, enhanced search features, FAQs and more give customers direct and convenient help. Natural language AI can also help live customer service agents generate responses, retrieve information and prioritize queues.
When used by both customers and agents, AI tools can not only reduce the number of inbound calls and emails that agents receive but improve the customer experience.
The key is leveraging natural language AI that is accurate, reliable and purpose-built for enterprise use cases. This is important: Introducing a tool that can autonomously engage customers and impact customer experience requires brands to pay close attention.
Read the full white paper.white paper.
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