Achieving a good balance four advantages of combining artificial intelligence and humanity
customer experience (CX) is a key competitive differentiator for businesses, and artificial intelligence (AI) has emerged as a key driver for providing the seamless experiences that consumers demand. More than 75% of decision-makers believe ai and self-service technology advances are among the most critical factors for CX and customer success.
Despite its potential, figuring out where to begin with AI can be difficult. AI can help organisations make better cx decisions by proactively optimising how agents interact with customers, anticipating patterns in customer service queries, and more – but when deciding how to implement ai technology, organisations frequently forget that AI is just one aspect of the overall cx equation.
Over-automation, on the other hand, has the ability to do more harm than good. Customers are seeking human interaction more than ever before as a result of COVID-19. Chatbots and other AI-powered self-service options are fantastic, but some customers also want to talk to a real person, regardless of whether their problem can be solved in another way.
Facing alerts of long wait times and brand encouragement to use self-service platforms, 77 percent of consumers called customer service, according to our study, and nearly half (45 percent) of customers who switched providers during the pandemic said they would have stayed if brands provided better cx by communicating with them on a human level.
As a consequence, AI’s function in customer experience must be to improve rather than substitute human connections. Connecting with consumers on an emotional level, when done correctly, can mean the difference between customer churn and customer loyalty.
Here are four ways ai can assist humans in delivering better customer service:
Active Listening is a skill that allows you to pay attention
The majority of businesses only listen to a small percentage of their customer interactions, and far fewer understand how customers’ behavioural expressions shape the ease, efficacy, and emotion of their interactions. AI must be trained on all consumer experiences, not just a subset of them, in order to correctly interpret and evaluate meaning. machine learning technology can reveal conversational significance by intelligently determining the purpose, behaviour, and emotion of customer interactions.
AI can then be used to find places where humans can enhance customer engagement across an entire customer base or provide next-best advice on how customer service agents manage individual experiences as they happen. Imagine if a support agent could use real-time advice to make more educated decisions on the options to give a customer or when a call should be escalated to a supervisor after we’ve just called to complain. AI will help agents produce better results and companies achieve the highest level of customer satisfaction by determining when and where those opportunities are most successful.
Detecting the Surprising
Customer support representatives are bombarded with new questions from consumers on a regular basis, so it’s understandable if they don’t know all of the answers. AI has the ability to detect these “unexpected” CX scenarios. Take, for example, one of our customers who was able to predict an increase in questions about covid safety measures at the start of the pandemic. Using these experiences, the company was able to provide strategic training to agents about how to respond to questions they had never been asked before, allowing them to provide better service to customers.
Organizations will uncover unanticipated problems and opportunities for agents to best serve customers by continuously correlating conversational background with machine-learned insights. Organizations should use this technique to construct an ideal situation in which agents are trained, clients are happy, and strategic decisions are strengthened.
Mastering Human Relationships
86 percent of customers believe call centres should keep the option to switch to a live person, and another 42 percent prefer to direct all questions to human representatives, considering the power of AI in chatbots and self-service. As a result, it’s important that businesses use ai to help workers improve their customer service skills rather than to substitute them.
Organizations can use AI to identify places for improvement in real time or after an encounter, and to help employees understand how and where they can enhance their customer interactions using data. AI can also assist managers in detecting previously undetected performance patterns in individuals or through an entire agent base, which can then be used to enhance training. All benefits when AI is used to help supervisors become better managers and agents work more and more efficiently over time.
Keeping Rid of Uncertainty
While AI is excellent at managing basic customer encounters that do not require human intervention, such as checking an account balance or changing a password, there are still many customer service situations that ai cannot handle. Although AI isn’t appropriate for addressing every customer question, it can be useful in assisting call centre agents in comprehending and navigating the complexities of their customers’ problems.
customer insecurity – and the need for organisations to better support those who are facing sickness, financial difficulties, and other challenges – is one example of complex problems that we’ve seen arise, particularly during the pandemic. However, finding those customers in real time can be a challenge. Not only can AI assist in identifying those customers based on keywords, acoustic indicators, and other factors, but it can also provide agents with relevant guidance based on historical and situational assessments. Finally, when AI is used to its full potential, it can assist cx teams in more efficiently and effectively resolving challenging customer problems and requests.
Although AI is an important enabler, it isn’t enough for businesses who want to have the best customer experience. The best customer experience success stories are those that use AI to strengthen, rather than replace, the human link. customers today expect human contact. Brands can improve customer satisfaction and enhance relationships by using AI to discover insights that contribute to well-informed agents and supervisors.