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10 reasons why AI-powered, automated customer service is the future - Watson

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Automation is everywhere these days enabling users to accomplish a wide range of tasks – from ordering pizza, checking luggage at the airport, booking a hotel room, right through to booking a doctor's appointment. And the customer service industry is no exception. Advancements in technology continue to transform customer service interactions. By 2020, experts project that more than 85% of all customer interactions will be handled without the need for a human agent. From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses.


Five Ways AI Can Help Businesses Improve Customer Relations

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We all have experienced calling customer support and press hundreds of numbers. You might have lost your patience and be stuck in a situation where you can neither hang up nor wait because you've waited for so long and a couple of minutes more wouldn't kill you. You will be put on hold for several minutes before someone resumes your call and you hear those words you've been wanting to hear from a long time, -- 'Hello, how may I help you today?' The whole process seems annoying and a little time-consuming. But have you ever thought about how difficult it is to be in their shoes?


Turbo-Charging Customer Service with Artificial Intelligence

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With companies struggling to survive the COVID-19 storm, new approaches and tactics have replaced existing business models and strategies. However, the biggest challenge for businesses remain ensuring superior customer experience and preserving relationships to thrive in this new normal. In fact, according to a survey conducted by Forrester, consumers now feel more fragmented, disconnected and less trustworthy of brands than before. Accompanied with minimal physical interactions, companies are in search of devising unique ways to interact with customers and keep them happy and connected. Current customer service models are hinged on availability of an army of agents to satisfactorily resolve customer queries.


10 reasons why AI-powered, automated customer service is the future - Watson

#artificialintelligence

Automation is everywhere these days enabling users to accomplish a wide range of tasks – from ordering pizza, checking luggage at the airport, booking a hotel room, right through to booking a doctor's appointment. And the customer service industry is no exception. Advancements in technology continue to transform customer service interactions. From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses. This post outlines the 10 reasons why AI-enhanced customer service is the future of call centers.


Why the future of customer service is AI and humans together

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Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. It is true that consumers are keen to embrace these new technologies: Eptica's research reveals that over half (54%) of UK consumers would like to use intelligent voice assistants, such as Amazon's Alexa Google Home and Siri from Apple, to interact with brands. However, the research also suggests that consumers want a balance, using the best channel or technology for their particular need. Different channels have their own strengths – for example, email provides a full audit trail and doesn't bring the pressure of a real-time conversation over chat or the phone.