Achieving Customer- Focused Service Achieving Customer- Focused Service.
THINGS ARE CHANGING · 01/10/2018 · while enabling your customer service function to handle an...
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UNDERSTANDING THE TECHNOLOGY AVAILABLE Your customers are more demanding than ever—and they expect service at their convenience. Your customer service function must adapt to avoid losing business— and this is where AI comes in: not to replace your human team, but to support it where it matters most. ADDING AI TO YOUR CONTACT CENTER TEAM: ACHIEVING THE PERFECT EQUILIBRIUM THE AI-HUMAN ALLIANCE Visit IFSworld.com/CustomerEngagement to learn more. Automation has its limitations—and is yet to replicate the authentic empathy and emotional intelligence offered by human agents. But, for now, deployment of AI in the contact center can alleviate your skilled staff from carrying out mundane and basic tasks on a repetitive basis. Reducing errors, while enabling your customer service function to handle an increasing volume of queries, more quickly. It’s customer service at their, and your, convenience. THINGS ARE CHANGING BOOSTING THE CUSTOMER EXPERIENCE WITH AI WHERE AI CAN SUPPORT YOUR HUMAN TEAM By 2018, 50% of agent interactions will be influenced by real-time analytics. Gartner¹ 2017 Answering FAQs 30% of calls to contact centers can be easily automated. Enable AI to answer common questions. Two-way conversations Through Natural Language Processing (NLP), the system learns to recognize real language. NLP also allows chat features to interact and engage conversationally with the customer, asking further questions if necessary. With a high level of accuracy, a better customer service is delivered. Answering customer-specific questions Integrate virtual assistance with the ERP or CRM for customer-specific answers—i.e. delivery status. Processing service desk Automate the updating of basic customer details— i.e. a home address change. Combining automated and assisted service Intuitive Virtual Assistance enables more complex enquiries to be seamlessly passed to a human agent. By 2021, it is predicted that AI augmentation will create 2.9 trillion dollars in business value and 6.2 billion hours of worker productivity. Gartner¹ AUGMENTED CUSTOMER SERVICE: CREATING ‘SUPER AGENTS’ More informed and able to provide a better service Freed from repetitive and boring tasks, boosting morale Able to take up new positions— i.e. upselling AGENTS WILL BE: 1 2 3 AI The term applied to virtual assistants, chatbots and other self-service technologies that understand, learn, and process requests based on that information. Natural Language Processing (NLP) A program designed to understand human language as it is spoken. Using advanced text analytics, it can learn and recognize real language, and give ‘human-like’ responses. Chatbot Also known as a talkbot or interactive agent, this program can hold a conversation using auditory or textual methods, designed to simulate a human interaction. Virtual Assistance An automated online aid programmed to use AI to provide customer service via a website; this can be a dialog system, avatar, or automated chat session. Customer service available 24/7, with immediate access meaning customers no longer have to wait in call queues Real-time, personalized service Handle a higher volume of requests by increasing online queries and decreasing inbound calls via the deployment of AI within emails, social media and other strategic channels Embedding AI at the front end, helps to relieve human agents from repetitive and monotonous tasks so that they can focus more on complex issues 2017 2018 2019 2020 2021 46% It’s not a case of ‘one or the other’: customer service will always require some human interaction, with 46% of customers preferring to speak to a person on the phone about complicated issues. Approximately 65% of all customer service interactions will be digital or text-based versus phone by 2022. Gartner¹ 69% of customers switch brands due to real or perceived poor service. Michaelson & Associates ¹ What to do and not to do with AI in customer engagement. B. Manusama, Gartner
Transcript of THINGS ARE CHANGING · 01/10/2018 · while enabling your customer service function to handle an...
UNDERSTANDING THE TECHNOLOGY AVAILABLE
Your customers are more demanding than ever—and they expect service at their convenience.
Your customer service function must adapt to avoid losing business—and this is where AI comes in: not to replace your human team, but to support it where it matters most.
ADDING AI TO YOUR CONTACT CENTER TEAM:ACHIEVING THE PERFECT EQUILIBRIUM
THE AI-HUMAN ALLIANCE
Visit IFSworld.com/CustomerEngagement to learn more.
Automation has its limitations—and is yet to replicate the authentic empathy and emotional intelligence offered by human agents.
But, for now, deployment of AI in the contact center can alleviate your skilled staff from carrying out mundane and basic tasks on a repetitive basis. Reducing errors, while enabling your customer service function to handle an increasing volume of
queries, more quickly. It’s customer service at their, and your, convenience.
THINGS ARE CHANGING
BOOSTING THE CUSTOMER EXPERIENCE WITH AI
WHERE AI CAN SUPPORT YOUR HUMAN TEAM
By 2018, 50% of agent interactions will be influenced by real-time analytics.Gartner¹ 2017
Answering FAQs30% of calls to contact centers can be easily automated. Enable AI to answer common questions.
Two-way conversationsThrough Natural Language Processing (NLP), the system learns to recognize real language. NLP also allows chat features to interact and engage conversationally with the customer, asking further questions if necessary. With a high level of accuracy, a better customer service is delivered.
Answering customer-specific questions Integrate virtual assistance with the ERP or CRM for customer-specific answers—i.e. delivery status.
Processing service desk Automate the updating of basic customer details— i.e. a home address change.
Combining automated and assisted service Intuitive Virtual Assistance enables more complex enquiries to be seamlessly passed to a human agent.
By 2021, it is predicted that AI augmentation will create 2.9 trillion dollars in business value and 6.2 billion hours of worker productivity.Gartner¹
AUGMENTED CUSTOMER SERVICE: CREATING ‘SUPER AGENTS’
More informed and able to provide a better service
Freed from repetitive and boring tasks, boosting morale
Able to take up new positions— i.e. upselling
AGENTS WILL BE:
1 2 3
AIThe term applied to virtual assistants, chatbots and other self-service technologies that understand, learn, and process requests based on that information.
Natural Language Processing (NLP)A program designed to understand human language as it is spoken. Using advanced text analytics, it can learn and recognize real language, and give ‘human-like’ responses.
ChatbotAlso known as a talkbot or interactive agent, this program can hold a conversation using auditory or textual methods, designed to simulate a human interaction.
Virtual AssistanceAn automated online aid programmed to use AI to provide customer service via a website; this can be a dialog system, avatar, or automated chat session.
Customer service available 24/7, with immediate access meaning customers no longer have to wait in call queues
Real-time, personalized service
Handle a higher volume of requests by increasing online queries and decreasing inbound calls via the deployment of AI within emails, social media and other strategic channels
Embedding AI at the front end, helps to relieve human agents from repetitive and monotonous tasks so that they can focus more on complex issues
2017 2018 2019 2020 2021
46%It’s not a case of ‘one or the other’: customer service will always require some human interaction, with 46% of customers preferring to speak to a person on the phone about complicated issues.
Approximately 65% of all customer service interactions will be digital or text-based versus phone by 2022.Gartner¹ 69% of customers switch
brands due to real or perceived poor service.Michaelson & Associates
¹ What to do and not to do with AI in customer engagement. B. Manusama, Gartner
