Presented by Bold360 by LogMeIn
Bad AI isn’t a tech problem, its a human problem. Join this VB Live event to learn about the five biggest mistakes companies make when they bring cutting-edge customer service technology to their workflows, and how to leap over these pitfalls and into real results.
Customer expectations have hit an all-time high: 76 percent of consumers expect companies to not just understand but anticipate their needs, and then exceed them. Another study found that 42 percent of customers showed more interest in purchasing after experiencing good customer service – and 52 percent will leave a company because of a disappointing customer support interaction.
Enter AI-powered customer service technology. A great customer experience rests on three essential foundations: ease, effectiveness, and emotion. AI-powered digital solutions can ensure that your service levels are high, and that the customer’s experience is consistent across their journey, which directly impacts engagement, boosts satisfaction, and turns shoppers into brand loyalists for life. Costs are controlled, from a reduction in returns and refunds to lowering the cost of hiring for lower-skill jobs, and the potential for sustainable, top-line growth is secured.
Here are just a few of the ways AI-driven customer service is helping companies now.
First-level, always on support
Smart agents with natural language processing (NLP) capabilities are a powerfully effective first-level customer service contact. They’re able to access and analyze previous interactions, customer data, and context in order to answer customer questions, make smart recommendations, and route customers to the right place, fast. They can reduce frustration by offering real help right away, keep them engaged, and leave them satisfied when the conversation ends.
Mid-purchase, a smart agent can help solve problems and cut down cart abandonment significantly. Over time, as an AI agent gets smarter and learns more about the customer, it can even intervene in a self-service interaction before a problem ever crops up.
They’re also always online, letting you deliver 24/7 customer service without the staggering cost of staffing and maintaining call centers across time zones.
Smarter agents with better answers
Though there’s a lot of talk about how artificial intelligence is stealing all the jobs and closing all the call centers, what it’s actually doing is powering up customer service agents to offer faster, more sophisticated service. When customers come looking for answers, the artificially intelligent agent can quickly identify whether each person’s issue can be solved immediately, or if they need to be bumped to a human agent – and then send them to the right person to talk to. This screening also arms the live agent with the customer’s personal information as well as their issue or question, making the transfer seamless by reducing the friction (and frustration) of asking the customer to repeat their problem at every step of the way.
Once connected to a live agent, the agent’s AI assistant can listen in, using NLP to understand context and questions and offer real-time recommendations on everything from the best way to solve an issue to the right products to point the customer toward. This means customer service reps always have the information they need at their fingertips and the average time to resolution will drop significantly.
Implementing AI-powered CX technology
It’s no surprise that companies have major expectations for their AI-powered strategies. But when those expectations aren’t met, it’s almost never the tech itself that’s to blame, but the humans who brought it on board without really understanding what problems you need to address, and what solutions are going to hit the mark.
The potential of AI for customer experience is undeniable. Get the human factor right, and you’re far more likely to get results. To learn about the five biggest pitfalls of implementing CX technology for customer service, how to plan against those mistakes, and how to succeed, don’t miss this VB Live event!
Don’t miss out!
You’ll learn about:
- What AI actually is (hint: it’s not automation)
- The importance of buy-in from executives and agents
- How to approach AI implementation and measure success
- The impact of AI across the customer journey
- Akhil Talwar, Senior Product Lead, Bold360 by LogMeIn
- Michael Butler, Head of Customer Success, Ople