Amanda has been fighting anxiety all her life. Now that evaluation at her new job is on the way, she's all the more nervous. Taking a deep breath, she ends up typing a long tail of messages on her phone. She is full of doubts, and fear. Fear of being laughed on, fear of being less smart, and most importantly, fear of losing her job.
In the previous article, we went over the basics of the impact that AI can have when introduced within the customer service industry along with some use cases. In this article, we take a look at the implementation and execution aspect of it as well as the benefits it entails for customer support agents along with support center management. Stinting on cost is the first priority for businesses as on today. When it comes to call center practices, it takes a good deal of money and time in hiring and training staff for customer service, as well as in erecting the whole brick-and-mortar infrastructure, even more if it isn't cloud-based. Just 10 support individuals can cost you as much as $35000, or even more if recruits frequently quit (attrition being quite high in the call center industry) -- which is a nightmare.
We humans never stick to the same thing forever. Be it video games, songs, movies, cellphones, we choose something latest and trending over the former. Likewise, businesses are also choosing new and trending ways to provide customer support. The latest way they're shifting towards is AI-powered customer service. But what is the reason they are advancing to this technology?
Automation of services has picked up its fastest pace by now, giving users the much-needed facility to fulfill their regular tasks. With advanced systems powered by automated solutions, users can now book a restaurant reservation, order a pizza, book a movie ticket, hotel room and even make a clinic appointment. Customer service industry is gaining much momentum especially due to disruption of Artificial Intelligence – a technological breakthrough that has taken almost every business industry by storm. By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance and even generation of revenue streams. Digital market moguls project that by 2020 more than 85% of all customer support communications will be conducted without engaging any customer service representatives.
Social Media is now one of most used medium for dealing with customer related issues. Brands are now using Twitter and Facebook to respond to customer queries and complaints because curious and dissatisfied customers take their issues up on social media. It is the easiest way to grab the attention of a brand. It is obvious that brands need to respond to customer service issues on social media, as and when they arise. Leading the race in this particular aspect is Twitter, as it is fast, instantaneous and provides more real-time interaction opportunity.