Every time artificial intelligence is mentioned, there’s always a hint of unease. Partly because we all think of HAL 9000 or some other sinister AI from movies, and partly because it brings to mind something extremely expensive and complex. Little is said about the huge advantages it offers and how it can positively impact your business. It’s a new frontier, and there are still many questions about which problems AI can solve, but it certainly provides enormous benefits to:
- The customer
- The agent
- The manager
Customer benefits: ‘Hello! How can I help you?’
Chatbots are tools that enable quick and precise responses to customers. Naturally, the issue being addressed must be simple or common; this not only provides a quick answer but also simplifies the agents’ work by reducing the number of requests they receive. Additionally, the chatbot can share articles and guide customers through the simplest business processes.
It doesn’t make sense to try solving multiple problems all at once, but you can start by implementing one problem at a time. An example? A chatbot for resetting passwords quickly and easily, or providing updates on the status of an order. Simple issues, but when handled by a chatbot, they are resolved efficiently.
Agent benefits: ‘You have been assigned this case.’
For more complicated issues, the problem is directly passed to the agent, but that doesn’t mean AI can’t help. In this case, an analysis is still needed to understand where simplification and acceleration are possible. Some examples could include: case assignment, prioritizing them and forwarding them to the appropriate agent. This speeds up customer service and simplifies the agents’ work, as they will be able to view their assigned cases on a single web page. Another example is the search for articles, allowing them to be quickly sent to customers, or even suggesting the best action to take next, whether it’s cross-selling, up-selling, or a simple service contract.
Manager benefits: ‘Here is the current situation.’
Artificial intelligence also helps managers to manage projects and teams by monitoring KPIs, automating data collection such as: reducing customer churn rates, case assignment, and predicting future trends in key metrics. Dashboards can be created to instantly visualize the current situation, measuring customer churn percentages, customer satisfaction, and the evaluation of revenue generated by agents. So how can you implement AI in your business processes? Where to start? Salesforce’s Service Cloud product is an example. Contact us to learn more and implement these automations in your business.
