Customer relationship management (CRM) has now been an integral part of every successful business. In recent years, we cannot deny that customer experience (CX) has taken over the top of businesses’ priority list. Their success greatly depends on how well they can provide their customers an enjoyable experience and entice potential customers in the process, too.
One of the best ways to provide an excellent customer experience is to resolve issues as quickly and seamlessly as possible. But this can be quite difficult to achieve due to a number of factors. Those particular factors include answering the same question again and again all throughout the day, along with yesterday or even two days ago. The point is, customer support suffers if only agents do all the work without any help.
Businesses do not need to worry about that anymore thanks to AI, abbreviated from artificial intelligence. Lately, more businesses have implemented and taken advantage of artificial intelligence in their operations to support their customer support (pun intended) teams and to just generally improve relationship between business and customer.
Artificial intelligence became so prominent worldwide overnight because of its massive role in establishing business operations and transforming them from good to better — even sometimes transforming them into the best. By 2030, artificial intelligence will most likely increase in global GDP, reaching up to 26 percent of 15.7 trillion dollars. So for other businesses to not get left in the dust by other competitors, they must also fully utilize the power of AI to their advantage.
Most notable advantages of AI
Plenty of businesses now enjoy the benefits of using artificial intelligence (aside from providing a better customer experience, of course). These benefits include the following:
improved retention of staff,
increased sales, and
Some vital roles AI plays in customer experience
There are quite a lot of roles artificial intelligence can play to ensure seamless operation. Below, we state some common examples.
Mimicking human services
Just as there are complex issues that require the higher-ups’ intervention, there are also those that are fairly simple that can be handled by artificial intelligence. These easy-to-solve issues do not need agent input, AI can handle them. As a result, agents can focus on more complex issues that need immediate and thorough assistance. This way, harmony is achieved between man and technology, working together to make business operations easier than before.
Another role of artificial intelligence is to be available for customers at all times when they try to message the business’s contact center. In today’s era, after all, messaging far dominates social networking or any other means of contact center communication. Basically, customers now prefer messaging throughout the day — or even throughout the night.
Thankfully, AI does not need any sleep to function to its full capabilities. Contact centers can leave it for 24/7 to help customers with their inquiries. No matter what time it is — whether it be at 3 in the morning or 4 in the afternoon — artificial intelligence will continue to answer queries.
Another vital role that artificial intelligence plays in customer experience is providing correct answers fast. As artificial intelligence can think for itself without human intervention, they do not need to research or type a response. This, of course, can lead to better customer satisfaction simply because of a shorter interaction. After all, not a lot of people have the time to talk for too long. All are either impatient or too busy — as a business, you should keep this in mind!
Even though some view this as a negative change (mainly due to the fact that it may one day take over human activities in the contact center altogether in the future), AI can truly help reduce costs and increase efficiency at the same time. Not only can this help alleviate pressure off of other agents answering repeated questions all day long, but it also allows customers to quickly and accurately get their response to resolve their issues.
Tegsoft: Communication software to make you happy
Tegsoft is a well-designed platform capable of helping businesses provide the best customer experience. We have the proper tools businesses will need in any of the four types of call or contact centers – inbound, outbound, blended and omnichannel.
As call or contact centers continue to improve, so does Tegsoft’s technology. If this got your interest, you can contact us to learn more.
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