Agent Assistance
AI can improve customer service by assisting agents with solving cases better and faster, contributing greatly to customer satisfaction.
CHALLENGE
Customer service agents have to deal with numerous and diverse requests on a daily basis.
Customers might not be satisfied, or simply complain support is too slow and not capable enough.
Support agents might complain they don't have the required knowledge available, or the knowledge base might be too complex for manual search in order to solve cases with confidence, accuracy and in a timely manner.
Many times, support agents are reinventing the wheel over and over again, leaving both frustrated clients as agents behind.
Mediocre support hurts every brand's reputation, leading to unsatisfied and if not rectified, lost clients.
Due to a lot of unnecessary time lost, the support department gets heavily impacted, keeping customer support costs high.
Early indicators are low support ratings and a low team morale, followed by an increased agent turnover rate.
SOLUTION
When a client contacts customer service, AI listens to the conversations in real-time, meanwhile it searches through the best agent responses for the given context that received the highest customer feedback score.
Then, it makes a suggestion to the customer service agent, who can reuse these proven answers during the support session with the click of a button.
Simultaneously, AI searches through the knowledge database and the self-service portal, and proposes relevant articles that could assist in resolving the client's request.
With AI it's possible to get instant access to a vast amount of information and make it readily available to customers.
It's a huge timesaver for both the agent as the customer, which greatly reduces customer service costs while increasing customer satisfaction.
VALUE
Reduced customer service costs
Reduced customer service response times
Reduced customer churn rate
Saved customer time & frustration
Improved allocation of staff
Improved customer satisfaction & brand reputation
Improved team morale
Optimized task management