Artificial Intelligence (AI) is basically affecting the way we work in a multitude of functional units across several different industries. Customer Service is of no exception to these functional areas. Whether in retail, finance, manufacturing, or law AI is founded to be available. The level of involvement of AI in all these functions is in consonance with Experts’ belief that in a few years from now, we will get to a point where it will be difficult to isolate the difference between humans and AI agents.
AI-based application services like CommBox are becoming a de facto way of Customer center management as organizations define methodology in optimizing business operations.
In this article, we review the methodologies being employed in customer services management and the reason why most leaders are investing in technology.
Complementing Human Customer Service
The traditional Customer service will still be valued but in order to have optimized service delivery, there is a need to ensure AI agents are used to addressing the boring and repetitive requests while valid new ones are looked at by humans.
Bot/Agent messaging
The general myth of replacing humans with bots does not arise. Although bot Solutions may be handy in tackling the repetitive messaging in customer service they are hardly used in isolation. The messaging agents’ value is much appreciated when deployed to augment humans in Customer Service Management.
24/7 availability
The current development in social communication requires that customer services are available to customers all round the clock. The availability requirements of the customer services in most organizations cannot be achieved by humans but effectively handled by agent bot. One of the key gains of AI is that it never needs to sleep.
With the several banking operation channels; banks need to be able to support customers at any point of the day. You can now effectively complete a messaging request to the banks messaging bot agents without the need to talk with humans. But this will be based on a bot messaging learning rate which must have been updated in conjunction with human initial interactions.
Faster decisions and response.
AI capability to respond to requests from its learned repository without the need to make further research made it to provide faster attention to messaging requests.
Other effective areas of AI importance are;
- AI for the Call Centre
- Digital IVR
- Voice Analytics
- AI for Efficiency
- Virtual Identification
- Knowledge Base
- Document Sharing
- AI for Innovation
- Predicting Customer Needs
- Being on-brand
- Resource savings
- Satisfied customers
Why are people not investing in AI?
It may be strange that after identifying these numerous benefits of deploying AI with all these amazing customer service benefits, it is strange that not every call center has started maximizing these benefits in AI technology.
This lack of AI usage is a result of the immediate cost of deploying bot When compare with the cost of recruiting a staff to the cost of deploying a bot it may be seen as abominating. There is a need to not only look at the immediate benefit but the long time value that will accrue for the use of bot
For example, a member of staff could cost $25,000 per year, which will need months of training, You will also need to consider the staff benefits like pension and health cover, holidays and so on. A $50,000 investment in an AI solution like CommBox can last a lifetime and continue to develop on its own over time.
