Managing a contact center is a difficult feat. The topics of customer inquiries range from tracking packages, answering pre-purchase questions to handling returns and exchanges. In addition, customers expect prompt responses. Research indicates that about 64% of consumers expect real-time responses at any given moment. 65% of consumers indicated that they are likely to switch brands if they receive inconsistent customer service across all platforms. Handling the volume of customer contacts with headcount alone isn’t a feasible solution and AI can be used to automate part of customer service while identifying and nurturing highly valuable customer interactions with customer service representatives.
Integrating chatbots with the website can help companies to automate 100% of the chat process. Chatbots can answer 60% of questions automatically, forward 20% of conversations to salespeople if sales opportunity is signaled and send 20% of complex, non-repetitive questions to the right agents the first time. Using a deep neural network, the chatbot understands specific customer details, like past behavior, website usage, and customer statistics to swiftly solve problems, giving customers a feeling of instant gratification.
EmailBots help to automate email communication by analysing the contents of the email and relevant data about the customer and enable to; automatically answer frequently asked questions, forward emails to the right agent the first time, prioritise emails, giving urgent problems and sales emails the highest priority, get accurate statistics about the reasons customers contact you.
CallBots can be used if the customer decides to call the company. Currently used option-based intelligent voice response (IVR) can be frustrating as they take a lot of time to connect with the right agent. AI-powered CallBots can transcribe and analyze the call in real-time and forward it to the right specialist for the first time. If the question is simple or common enough, the CallBot can even answer the question immediately. Using CallBot helps to reduce customer waiting times, reduce hangups from customers, answer frequently asked questions automatically and cut unnecessary call time by accurately forwarding all calls.