6 reasons to use AI and automation in customer service

Posted by Katie Armstrong

Delivering competitive customer service in an always-on, omnichannel world is difficult. The companies we see doing this well have all adopted AI and Automation into their customer operation models and here's why...

1. Reduced Response Time and Faster First Contact Resolution

Speed to resolution is crucial for customer satisfaction.
Conversational AI helps minimise response times by providing instant
and accurate answers to frequently asked questions. Chatbots can quickly retrieve relevant information and guide customers through troubleshooting processes by leveraging pre-defined responses and machine learning capabilities. This significantly reduces the number of
interactions required for issue resolution and results in better first-contact resolution rates.

2. Boosted Efficiency and Productivity

AI-powered technologies, such as chatbots or virtual agents, can
handle a substantial volume of customer interactions simultaneously,
reducing wait times, eliminating the need for customers to be put on
hold or for agents to swap between systems and screens. By
automating routine and repetitive tasks, such as call routing, data
retrieval, and basic inquiries, call center agents can focus their time
on the interactions that matter most to the customer. This streamlined
workflow allows for quicker response times, increased call resolution
rates, and improved overall operational efficiency.

3. Improved Customer Experience and Loyalty

AI and automation play a crucial role in enhancing the customer
experience at key points throughout the customer journey. By
implementing AI-powered chatbots or virtual agents, customers can
receive immediate assistance and accurate information 24/7. This
availability meets new market expectations of ‘anytime, anywhere'
customer service and helps to significantly improve metrics like NPS
scores. AI technologies also have the capability to understand and
analyse customer interactions, enabling the type of personalised and
contextual responses that customers expect. Importantly, through
intelligent routing, customers are connected to the most suitable agent
or department, reducing the need for multiple transfers and avoiding
frustrations for both the customer and contact centre agent.

4. Reduced operational costs and increased scalability

As customer inquiries and support demands increase, it becomes
challenging to hire and train large teams that stay for the long run.
Conversational AI and Automation can handle multiple conversations
simultaneously so high volumes of customer queries can be handled
without compromising quality. Additionally, the cost of implementing
Conversational AI is significantly less than losing agents who are
unhappy in their roles due to high demands, plus the recruitment and
training of new hires that then needs to happen as a result.

5. Data Collection and Insights for Continuous Improvement

Clients who have implemented our solutions see increased metrics
across the board and have a much better understanding of where the
sticking points are in their customer journeys. By analysing customer
interactions, AI and Automation can identify common pain points,
recurring issues, and customer preferences. These insights enable
businesses to make data-driven decisions, enhance product or service
offerings, and identify areas for improvement. With a better
understanding of customer needs and expectations, organisations can
adapt their strategies to provide an exceptional and consistent
customer experience.

6. Improved employee retention rates

• Task Offloading: Automation can handle repetitive and mundane
tasks, freeing up agents’ time to focus on more complex and
meaningful interactions. This reduces agent burnout and improves
job satisfaction, resulting in happier employees that stay longer.

• Agent Support: Automation and conversational AI can provide
real-time guidance and knowledge resource to assist agents during
customer interactions. This empowers agents, and increases their
confidence, and supports them in delivering a better customer
service that is fully compliant with regulations.

• Skill Development: Automation and AI systems can facilitate
ongoing training and skill development for agents. By providing
access to training materials and personalised coaching, employees
can continuously improve their capabilities, leading to greater job
satisfaction and reduced churn.

Read our ebook for more information: Transforming customer service with AI and Automation. 

Ebook on table