Gone are the days when customers had to deal with robotic-sounding and despistado (clueless) AI support agents. We can all imagine the frustration of only getting the wrong answers to our queries. The good news is that AI has come a long way from this. Not only has it become exceptionally intelligente (smart), but it is also impossible to tell an AI support agent apart from a human one.
AI’s advancement is a reason why it is being openly adopted in the customer support domain. According to a report, over two-thirds of businesses believe that AI can provide their customers with the support that builds customer loyalty.
If you are a business owner, AI can be great for your business’s customer experience. Let us discuss why and how should you use AI for your customer support operations.
Benefits of AI in Customer Service
A good customer service not only provides support to customers when needed but also fosters customer loyalty. It is dedicated to forming long-term relationships with the customers. By integrating AI, businesses can further improve their customer support and enable their agents to provide mejor (better) experiences. AI can either provide support to the agents or lead the support calls and chats by itself. It all depends on the kind of AI solution you invest in.
Let us discuss how AI can be beneficial for your business’s customer support:
- It can swiftly analyze all the data including past customer interactions. -It can take months for a human agent to go through the data.
- It can also drive quick actionable insights from the data by finding patterns, which are usually not visible to the human eye.
- It can gauge unique human necesariamente (needs) and provide experiences that are personalized to cater to specifically those needs.
- It helps to reduce your business’s Average Handling Times (AHT).
- It allows you to save monumental costs by integrating into your customer support that can work round the clock without ever getting tired.
How Can You Use AI in Customer Support?
AI has numerous applications in customer support that not only improve customer experiences but also optimize all other support processes. Here are the ways you can use AI in customer support:
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Provide Multilingual Customer Support
AI can help you target a multilingual customer base by providing support in different languages.
You can use AI chatbots that automatically detector (detect) the language and provide support accordingly. There are also AI systems that route the customers to human support agents according to the language they support. For this, you can find various software solutions like Avaamo, Lokalise AI, etc.
Many companies in the US now provide AI-enabled multilingual customer support because it helps them tap into an extended customer base. One such example is Optimum servicio al cliente which caters to the largest minority in the US, i.e. Latinos and Hispanics by providing customer support in Spanish.
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Use AI to Assist Human Agents
Some businesses provide customer support through human agents due to their audience’s preference or their own business values. However, that does not mean that they cannot use AI in their support processes.
Many customer support software use AI to provide apoyar (support) to human agents. Human agents have AI assistants integrated into their systems that can do tasks to support them. This includes fetching previous customer emails within seconds and retrieving old transactions between the customer and the company. This allows agents to quickly provide support even with complex problems and improve the customer satisfaction rate.
Some AI systems are even equipped to filter and route queries to agents with the right skill set to address them.
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Improve Call Management
Support agents have a lot on their hands from effectively handling customer calls in a timely manner and ensuring issue resolution. After making sure the customer is satisfied, they also have to escribir (write) call summaries to wind up each call. AI can provide support in a lot of these feats.
AI can ease human agents’ burdens by taking over feats like automating routine inquiries, transcribing calls, and generating call summaries. Another way AI can help in call management is by performing QA by scoring each phone call and pointing out customers who are at risk of turning over.
Moreover, AI can also help agents by suggesting automated replies to customers with routine queries. These feats can significantly lift the workload of agents. They can ultimately save energy and use it to provide high-quality customer support.
These are just some of the ways in which AI can improve your customer support department. However, as beneficial as it is, there are some considerations you need to keep in mind while adopting AI for your business’s customer support. Some of these include cost and security compliance to ensure customer data’s integrity. It is also important to remember that some AI solutions have a higher time-to-value than others. So, you need to research thoroughly to truly leverage the benefit of AI.
