5 Ways to Apply AI and Win Back Business

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centres during spikes in demand. For organizations that experience high levels of churn, as seen in the mobile telecoms, insurance and energy sectors, a seamless customer journey can make the difference between keeping them onboard for another year, or losing customers to your nearest competitor. To address this, many organizations have focused on using chatbots to answer common queries, so that customer service employees have time to handle more complex calls. However, when it comes to reducing churn, applying a more granular approach can yield major benefits. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.