Artificial Intelligence, or AI, is changing the face of the customer experience.
In the past, companies primarily used AI to reduce strain on customer service staff and save money. But today’s AI is much more than a money-saving tool. With its ability to anticipate customer needs and efficiently meet them, AI has become a significant part of providing a top-notch customer experience.
Artificial intelligence has been a growing trend in call center strategy for several years now. In fact, according to Salesforce, more than a third of service organizations already have a defined AI strategy, and more than half are actively investigating ways to use it in their businesses.
And these numbers are rapidly increasing as businesses look to meet rising consumer expectations.
It’s clear that AI is here to stay, but will it make enough of a difference in cost savings and customer experience for your business to take the plunge? We say yes, and here’s why.
Use AI to Improve Contact Center Efficiency
AI-powered communication channels already handle many consumer interactions.
Channels like chatbots, messaging applications, and other self-service tools offer brands simple and efficient ways to deliver a better experience for their customers. Although these things are not a complete replacement for a human element, they are simply the fastest way for a customer to have their questions answered or connect with the right representative for further assistance.
AI communication channels are ideal for customer care calls that need quick fixes, such as:
- Providing delivery or service technician arrival times
- Communicating business hours, or
- Answering frequently asked questions
In other words: queries that don’t require the intervention of a human customer service agent.
Utilizing these tools helps efficiently answer customer questions while reducing call center volume and freeing your staff to handle the more complex customer care cases that require empathy and a human touch.
Use AI to Support Your Customer Service Agents
AI-enabled communication not only steers traffic away from your call center, but can also be used to bring your customer service agents up to speed on a customer’s situation before they even get on the call with them.
Today’s AI communication channels can gather intelligent data, analyze it, and deliver it to your customer service team, enabling them to provide faster, better service to your customers. For example, virtual assistants can take a customer’s inquiry and recommend a handful of solutions to the agent, who can then use their interpersonal skills to determine the best option for the customer.
This results in better-informed staff, reduced call times, a higher first-call-resolution rate, and a more personalized customer experience.
Today’s AI complements your omnichannel efforts as well. AI can quickly analyze a customer’s interactions across all of your customer-facing channels in real time, giving your agents a better picture of their problem.
Imagine being able to take a customer’s engagement with your brand on all of your channels and gather it into one customer profile for your agents to reference as they interact with them. This would give your agents invaluable insight into how the customer perceives your brand, how they prefer to communicate, and the best way to solve their current problem.
Use AI to Build a Better Customer Experience
In the past, a customer’s experience with AI could be best summarized as, well…frustrating.
You can likely relate to the experience of trying to avoid an IVR system on a phone call by frantically punching “0” or enunciating “customer service” as clearly (and loudly) as possible, in the hopes of getting a real human on the line.
But today’s AI is a far cry from those old IVR systems. Today’s AI is smart.
It has the ability to enhance customer communications with personalized automated interactions. For example, it can ask users questions, track their responses, and quickly identify and deliver the specific information they are looking for.
Even more, AI can understand complex requests and create personalized responses accordingly. And if the problem requires human assistance, it can recognize that and direct the customer to the agent who is best suited to help them.
When used in combination with your contact center agents in this way, AI can revolutionize your service offerings and give your customers the exceptional experience they have come to expect.
AI Is Here to Stay — Harness Its Power With Glympse
Glympse uses AI along with digital engagement and machine learning to
- Anticipate customer needs
- Understand when and how customers prefer to communicate, and
- Offer more specific appointment windows, so your customers aren’t left waiting without knowing when their delivery or service tech will arrive
With Glympse, your customer will receive the live location and real-time ETA of their delivery driver or service technician when they’re en route and be able to message them directly. Not only does this reduce “where is my package?” or “when will my service technician arrive?” calls to your call center, but it also gives the customer a sense of control and empowers them to quickly find answers to their questions without having to make a single call.
AI is here to stay — and that’s good news for your customers and contact center staff alike.
Contact us today to learn more about how Glympse’s AI capabilities can boost your customer experience, increase operational efficiency, and save you money.
Author: Chris Ruff
CEO at Glympse
As CEO & President Glympse, Chris is responsible for leading the company’s growth and global strategy, facilitating company activity in sales, marketing, partnerships, and product development. With over 25 years of experience in the technology industry, he has successfully translated corporate business visions into effective technology strategies and changes. Chris has spent 20+ years in various executive leadership roles in the software, mobile, and IoT industries.