Mastering Customer Service Spikes with AI

Peaks in customer service over the holidays, during sales events or in emergencies can lead to backlogs and customer frustration. When handled poorly, these high-volume periods can push customers away, with 59% of consumers willing to abandon a brand completely after just a few bad interactions. To manage, leaders often scale up operations for key seasons, but this increases costs and can compromise service quality. Fortunately, the development of natural language Conversational AI gives customer service teams a powerful alternative. This white paper describes how AI-powered customer service solutions such as chat tools, semantic search and more, can engage customers automatically and improve agent support, helping businesses deliver a consistent and high-quality customer experience during peak periods and beyond.