If you want to provide better customer service while cutting costs, it's time to consider using automated intelligence. AI customer service can improve the call experience by shortening wait time, directing calls, and answering routine questions. Here are some ways an AI call center can help your business operate more efficiently.
You Can Reduce Your Human Staff
You may still need people for certain tasks, but you won't have to pay someone to do simple routine tasks that a chatbot could easily do. This frees up the people you have employed to handle things that might need human interaction. By reducing your staff, you can cut your costs significantly, especially if you have a large call center.
Artificial intelligence can also be used to allow customers to self-service their accounts. Your customer can look up balances, make payments, extend payment dates, change payment methods, update an address, and make other changes and inquiries without dealing with wait time or a human.
People understand automation speeds up call time and they may prefer self-service over waiting for a person, although you may want to make human service an option for those who prefer it.
You Can Reduce Customer Backlash
Customers get frustrated fast if they have to wait for help over the phone. They can also get disgruntled if they feel like the person they talk to doesn't give them the answers they need. That could lead to complaints on social media that tarnish your reputation.
AI is able to pick up on words the caller uses to select the best response to the question from a set of FAQs. The chatbot can respond to questions or they can immediately send a list of responses to a person so the call moves along more quickly.
Plus, the system is able to tell if a customer is unhappy and getting more frustrated according to the language they use. This allows employees to step in to soothe the customer and assure them their problem will be handled.
You Get Help With Training Employees
AI customer service software can also be used to train employees so they become familiar with the program and how to handle problems they'll be expected to solve. Plus, the software helps new employees learn to deal with unhappy customers by providing them with practice calls during their training sessions. This allows you to train new hires who work remotely and won't be coming to your call center for training.
AI customer service has come a long way from automated phone answering that caused even more frustration in your customers. Programs today are geared toward improving the customer experience for everyone through automation and machine learning so your customers are happy to use AI rather than deal with a long wait for human interaction.