The Need Of AI For Balancing Customer Support Resources In 2019

Customer expectations are rising in every sector and industry across the globe, which implies larger volume of incoming questions for organizations, and brand, as customers demand more meaningful interactions if they are to remain loyal nowadays. Hence the moot point is that being able to successfully respond to the customers is the golden-key to customer retention in 2019 and beyond. According to a survey conducted by Eptica (a leading European tech company specializing in intelligent platforms for digital customer experience) it states that more than 91 percent of consumers say that not replying to their questions satisfactorily gets them annoyed and thereby makes them become less loyal, while a little more than 94 percent affirms that getting a high-quality personalized response makes them more likely to do repeat purchases from that brand. Nevertheless, handling these ever-escalating volumes of customer support requests, across multiple channels, is not a straightforward easy objective to deal with, particularly as resources have not always been able to keep pace with the demands. Therefore, brands need to do more with less and are required to be more efficient, while still meeting their customer's needs.