Customer service automation can create better customer experiences as well as more efficient call center representatives in the right way. Automation of customer service using artificial intelligence is the next step in knowledge management. It boosts employee satisfaction and engagement, improves sales and provides you with the data you require to make more informed business decisions.

Automating customer service processes

In a typical six-minute customer service call, agents spend 75 percent of their time conducting manual research. Automating customer service reduces the amount of human effort needed to come up with the most effective solution for customers. And by quickly resolving customer issues--sometimes before they arise--AI assists agents in focusing on the more difficult tasks rather than routine support requests from tier 1.

Advantages to customer service automation include:

Do your best to take proactive steps

Artificial Intelligence-driven Automation provides the level of responsiveness humans are unable to beat. Virtual assistants and chatbots assist customers with their customer service issues by identifying their needs and responding instantly through FAQs or other virtual services. And they are able to do this across various platforms and devices. The satisfaction of customers increases and complaints decrease.

One-time training

Recent research has revealed that the average cost of training a single call center employee is $7500. With high turnover rates, costs can quickly add up. Automated customer service platforms can help you save time and money. AI allows your agents to gain access to the information they require, which could help decrease the amount of time they spend in your office. The system doesn't require training, as it continually improves and updates the information base of your business.

All time on

Time zones, local holidays, different work hours. None of them matter when you are able to answer customer questions and problems 24/7. The 24/7 customer support shows people you care and helps build trust, loyalty, and value for your brand.

Innovative cost-saving technology

The customer service automation solutions offer high-end levels of service for a less than the price that you pay for traditional methods. Chatbots that are computer-controlled solutions, can help save between 60 and 80 percent over human-powered assistance.

In the end, AI-driven technology gives your business the capability to scale AI with unprecedented speed. New products and services can be introduced simultaneously through the release of interactive features like FAQs or online guides. Chatbots can immediately be empowered to handle the inevitable influx of calls.

Artificial Intelligence to Improve Customer Engagement

International keynote speaker and expert in marketing Dan Gingiss says "AI has opened up a lot of possibilities on the customer experience (CX) front." Furthermore, AI, he says will go well beyond chatbots in humanizing CX. Technology and humans working together is the way he believes it will yield the most effective outcomes. The data-driven solutions for customer service that were developed by humans and validated by AI make for a faster and more efficient CX for the customer and a better process for the company using them. When humans and AI work together one result is improved customer engagement which leads to more frequent retention and a more profitable bottom line.

Customers are empowered to assist themselves, which saves a significant amount of time and allows them to swiftly put a solution into action. Customers are able to access the information they need whenever they want, from any device, whenever they wish, without needing to speak with an agent.

Customers tend to prefer self-service alternatives than human interaction. Recent Salesforce study found that almost 75 percent of Millennials believe that a phone call isn't the best solution to their customer service issues. This tech-savvy generation prefers to resolve their problems with chatbots, YouTube explainer videos and FAQs. The next generation will likely be more independent. It is possible to increase customer satisfaction by putting journeys customer service options on the table right now.

Data collection allows you to combine AI machine learning, machine learning, and big data, to deliver unmatched personalization across the CX. Personalization can enhance interactions, boost conversions and drive repeat business. Because your agents are able to access the same information that they have access to, they're able deliver a satisfying CX customized to meet each customer's unique requirements.

The future of AI-powered Customer Service

If you're looking to improve the customer experience in your company's call center, AI customer service automation provides the precise and reliable support that customers need. KMS Lighthouse's AI and automation capabilities enable customers to enjoy a seamless customer experiences and reduce the average of customer handling time by a quarter. Deep analytics provide customers with insights into customer interactions and chatbots assist customers with their constantly changing needs.

The final word? Self-service is fantastic, but when a customer prefers to speak to an agent live, AI customer service solutions offer these agents all the tools needed to be able to respond to inquiries promptly and efficiently. This, in turn, allows them to provide a superior customer experience and feel good about the work they've done.