Automation is no longer the future, for it is the present. From autonomous home appliances to delivering food, from luggage check-ins at airports to automatic check-in at hotels, from doctor’s appointment booking to doctorless surgery, automation has become an integral part of our everyday living.
Customer service is no exception to automation. A survey by Gartner predicts that more than 80% of customer handling will be done by autonomous systems. The deployment of AI-powered automatic systems is not only going to benefit your customers (by enhancing customer experience) but will have a tremendous performance improvement of your agents. Agents can avail virtual assistants to go through rigorous data searches easily, saving time and effort.
hassle-free support system enhances customer satisfaction and reduces agent
distress. Powered by smart systems agents become even smarter and the reduced
resolution time with increased accuracy saves a lot of expenditure on the
support paradigm of your business.
this wasn’t enough, virtual assistants today are backed by Artificial
Intelligence that can handle most queries on its own. So now as an
organization, you can fully automate front end support. Your back-end team can
avail the required information automatically to enhance performance and
accuracy. This paves the path to AI-powered resolutions occurring in real-time.
Here are 10 reasons why AI-powered automated customer support is the future:
1.A new revenue streams
lot of startups don’t have the resources to empower themselves with AI-backed
customer support. Because of this organizations can produce a tremendous amount
of revenue. All they need to do is to find a win-win situation while providing
AI-backed customer support service.
the fact that the new age businesses prefer opting for automated services
rather than manpower-oriented services, provides the perfect timing to come up
with an AI-powered customer support center.
can be developed once and delivered it to multiple organizations which makes it
a revenue stream of indispensable income at a fixed investment.
fact that this is primal of the win-win situation which is considered as the boon
of new age success for any organization itself speaks for the importance of
automation of customer services. When combined with the tremendous betterment
it brings along for the organization acquiring the service, it brings about the
best possible mutual growth scenarios that b2b organizations thrive for. The
implications of AI-powered automated customer support are monumental, to say
a customer, a company gets to enjoy the benefits of automation that may take
several weeks and a generous amount of expenditure. This can be availed at a fraction
of the cost to build it. Also, when acquired as a service, it is available on
an immediate basis.
two factors when combined not only saves expenditure but the valuable time that
can be utilized at developing business. As for developing business (startups),
since the elementary need is business development, they will opt for such a
service any time of the year.
undoubtedly automated customer service is one of the best and in-demand ideas
to generate revenue.
2.Solve your customers’ problems before they arise
success of apple can be credited to Steve Jobs’ understanding of customer
requirements. To put it exactly in his words “People don’t know what they want
unless you give it to them.” Artificial Intelligence can bring this to reality
at the customer support paradigm.
AI-powered customer support systems can track user behavior at every minor step, when powered with deep learning, these systems can predict the
problems that may be faced by your customers way before they even face it. One
way to do this is by realizing how your brand interacts with your customers or
biggest advantage of having an automated customer support system is that it can
audit an unending list of applications and websites. When backed by artificial
intelligence, an automated system can figure out the elements of distress that
may be faced by a customer during the whole process. When realized, a
resolution may be preempted before even the query is raised.
solutions may be offered with virtual assistants or added as a part of the FAQs
to smoothen customer queries. This greatly enhances customer retention rates as
customers can get pre-emptive messages about the problem they might face.
Imagine having a resolution delivered to yourself about a problem you are yet
to encounter! Will you ever rather choose a different service?
3.Corporate messages are already autonomous
businesses today have already opted for automated message delivery. Because of
this they can provide a better customer service. As soon as a customer opts for
any service, the automated system can deliver the conformation, invoice and
other relevant information instantaneously.
also helps the organization by reducing the manpower that would have been
invested in delivering messages and maintaining the customer database. Because
of automation of messaging, organizations are now able to automate database
management. Delivered messages are automatically stored in the database and can
be easily pulled out for future references.
services have overtaken not just social media, but all digital platforms that
send messages. Be it your cab service, hotel service, airline service, food
delivery, or banking for that matter, they all utilize automated systems to
deliver the messages, so how can you as a customer tell the difference? Well,
you cannot! These messages may come from an autonomous system, but they are as
customized as customization gets, courtesy of AI.
way organizations can preserve the personalization factor of customer
satisfaction even while going autonomous.
4.Practice makes a MAN perfect, but an AI Only Needs to Learn Once
significant amount of time and capital is invested in training and hiring
support agents. One of the biggest hurdles faced by most call centers across
all industries is staff attrition. Staff attrition is a fancy way to elaborate
on the reduced strength or effectiveness of a call center that may occur due to
decreased employee strength.
calls for a recurrence of the hiring and training process that requires
reinvesting in the resources already once invested in. This, when combined with
the increased customer handling time, caused because of frustrations that
develop in the course of elongated call, leaves a bad customer experience.
compared against the automated service available at the fraction of the price
of setting up once own call center, the former is unequivocally superior. Also,
even if your employees are very satisfied, there may be an alteration or
revision of the process following which the employees need to be retrained.
An AI-backed service center, however, is built to be able to cope up with the
changes (at worst, requiring minor reconfiguration). Combine all of this while
still emancipating your workforce from the mundane tier-1 tasks, you not only
save capital but are able to utilize your workforce at more complex problems
that still can’t be resolved without human intervention.
5.24×7, 365 days, your customer never waits
a company needs to follow the respective government regulations in defining its
customer support policies, it can utilize the automated counterpart of human
agents which is not bounded by any regulations. The implications of this are
immense. The most prominent of these encompasses catering to your customers
even on public holidays!
is an add on advantage of time efficiency. What may require a few days for an
agent to resolve can be resolved by an AI-backed automated service in a few
hours. Consequently, the brand image and brand value are greatly enhanced as
the customers feel more satisfied. When topped with the personalization of the cadre
of human interaction that comes with automated customer service, it serves as
the perfect icing on the cake.
service support backed by AI can provide the ideal service environment that
customers stipulate, and organizations solicit. One of the greatest advantages
of using automatic customer support is that it comes with all the
personalization possibly available with no emotions.
emotions form an integral part of human nature, a human agent is very likely to
get biased by the interaction with a customer. An automated agent, however, is
devoid of these emotions and consequently is capable of catering to customers
of all varieties.
said this, if you are wondering how then do you cater to a client that may
require complex reasoning that can only be provided by humans, well, AI-backed
automated systems have the option of transferring the query to a human
agent/manager shall that be the need of the hour.
agent/manager being backed by AI has the minutes of the issues and
consequently, the required beforehand and underlying information at fingertips.
This helps them resolve the issue in minimal time possible, with little to no
hassle or frustration that may come with handling all the calls from greetings
to thank you note.
7.Innovation meets economics: the call computerization case study
studies done for call computerization have shown a significant amount of
reduction in investment when compared against the outsourcing of traditional
call centers. Outsourcing a call center itself has severe complications. This includes
but is not restricted to limited control of agent monitoring and performance
top of it, with computerized call centers are backed by machine learning and
advanced speech recognition which also boosts the performance of your IVR
(interactive voice response).
8.Self Service: The Millennial choice
customer service paradigm is changing at a faster pace than most companies
imagined. The need to disband human interaction and the fact that most surveys
never saw this coming is exemplary of the new demands.
All of this, when combined with the millennial
mentality today makes up for the best of all possible scenarios in handling
customers. Millennials don’t like talking to a human agent. After all, we are
tach-savvy. Nothing suits better to us than getting our problems resolved by an
interactive system that outperforms most humans by a significant margin.
most prominent factor for businesses today is adapting to the changing times.
Those who don’t fall prey to those who do. As a business, it is imminent to
gauge the requirements of not only the current customer base but also the
upcoming customer base. The next generation is going to be even more
self-reliant, and hence the need to adapt to automated customer support was
can track and collect customer data from a variety of platforms. This data can
then be processed by Artificial intelligence backed by machine learning, deep
learning together with big data analysis to deliver an outcome not humanly
renders personalization redefined. More understanding of human behavior can be
derived from automated behavior analysis in minutes than humans can do in even
simple example of this was in conventional stores. When backed by big data and
machine learning, a weird projection came out. It was to put beer next to baby
diapers. This saw increased sales of beer. Upon human inspection, it turned out
that there were a lot more fathers shopping for their new babies than there
were mothers. And consequently, when you put beer next to it, they tend to buy
it more often than they would otherwise.
is just one example of how the understanding of human behavior derives the
capital gain of an organization and the role that automation plays in it.
great application of automated customer service is that it provides scalability
options that just cannot be matched by human agents. Let’s consider a scenario
wherein you are escalating your market consequently you need to cater to a
wider range of audiences with an increased number of customers.
AI chatbots and voice responsive agents an organization can satisfy these
demands without any significant increase in capital investment. You end up not
needing to hire agents that speak the local language and training those.
AI-powered customer service is the primal need for sustainable growth in
today’s day and age. The dusk of self-service customer support is set to see
the dawn of traditional call centers. Agents are already been backed by AI;
they soon will be replaced by AI. This has more significance than just reducing
your expenditure as a business, it is the demand of the current and the
Vanita Arora is a Marketing Outreach working with Servetel, a reputed Cloud Telephony Service Provider helping clients with their concerns related to Cloud. Writing blogs, reading books, exploring new avenues, and networking with new people keeps me motivated in leisure time.