We are living in a time where everything is immediate. Customer service is no different, and no one likes to wait. Nowadays, customers expect quick and accurate answers to their queries. Many customers log out of their calls after getting frustrated with long waiting times.
AI can be a game changer for customer experience with automated chatbot responses that learn and change based on previous interactions, reducing the number of calls to the center. According to Gartner, organizations have reported a reduction of up to 70% in inquiries after implementing a virtual call assistant. This can lead to significant customer satisfaction and cost savings.
As response times shrink and customer volumes increase, AI plays a vital role in obtaining insights to ensure customers receive the best service experience possible. Personalizing messages and targeting consumers in their local markets can all be enhanced with AI.
Human-centered partnership models of people and AI working together to enhance cognitive performance are set to become more significant as both humans and machines learn from each other. AI augmentation can create business value and worker productivity, and provide customer care executives with the required intelligence to answer queries more accurately.
Conversational AI solutions can improve productivity significantly by generating documentation and intelligent insights that can be used to improve agent performance and overall customer experience. According to a McKinsey report, organizations can create a twofold improvement in customer experience and significant improvements in employee productivity by deploying conversational AI.
AI can help organizations in training and retraining their employees by providing real-time notifications and guiding agents towards successful call resolution. It can elevate customer service to a new level by monitoring key parameters and automating agent tasks.
In summary, AI can be used to accurately customize and elevate the customer experience at each and every step that customers interact with a brand.