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The case for using AI to manage rising customer request volumes

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Enterprise Bot
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Nina saw her phone’s screen light up with the notification. And for a split second, her eyes lit up unlike from the icy blue glare of her computer screen.

But she knew she couldn’t afford the luxury of clicking it open.

There were still 50 tickets blinking red on her system, and she was already doing two hours over her usual clock.

Customer request volumes had snowballed in the last few weeks, from a few thousand a day to thousands by the hour. And she could not have acknowledged the unexpected flood with a sharper urgency.

The 6 in her 6 o’clock had started looking viciously inverted to her. She couldn’t imagine leaving her desk before 9 off late.

*I need my trip cancelled. Could you please help me with that?’*

̶’P̶a̶c̶k̶ ̶u̶p̶,̶ ̶N̶i̶n̶a̶.̶ ̶J̶u̶s̶t̶ ̶i̶n̶ ̶t̶i̶m̶e̶ ̶b̶e̶f̶o̶r̶e̶ ̶a̶n̶o̶t̶h̶e̶r̶ ̶t̶i̶c̶k̶e̶t̶ ̶b̶o̶b̶s̶ ̶i̶t̶s̶ ̶t̶i̶n̶y̶ ̶a̶n̶n̶o̶y̶i̶n̶g̶ ̶h̶e̶a̶d̶ ̶o̶u̶t̶ ̶o̶f̶ ̶t̶h̶i̶s̶ ̶p̶i̶x̶e̶l̶a̶t̶e̶d̶ ̶w̶i̶n̶d̶o̶w̶ ̶t̶o̶ ̶u̶n̶l̶o̶a̶d̶ ̶i̶t̶s̶ ̶u̶r̶g̶e̶n̶c̶y̶ ̶u̶p̶o̶n̶ ̶w̶h̶a̶t̶e̶v̶e̶r̶ ̶l̶i̶f̶e̶ ̶y̶o̶u̶ ̶s̶t̶i̶l̶l̶ ̶h̶a̶v̶e̶ ̶r̶e̶m̶a̶i̶n̶i̶n̶g̶.̶’

‘Sure! Please wait while I look up your details.’

Her eyes scanned the chat boxes for history, quickly flitting from one to the next, as her fingers typed away at the keys in a great hurry. She felt like the White Rabbit from Alice in Wonderland. Only she didn’t know what Duchess awaited her at the other end of this rabbit hole.

*Please cancel my flights and let me know when I am getting my refund.*

*Please reschedule my trip to the next month.*

*Hey, can you tell me is it safe to travel to Germany right now?*

Blinking red. Indefinitely.

She felt like sending out an SOS.

It begins at your business’s first point of contact with the customer — ‘customer support’.

A sudden, unprecedented spike in request numbers could catch your team off-guard if they are not geared with the right tools and resources to keep up with the business.

Without technology to aid or empower, teams cannot scale fast enough to deal with uncertainty. Queries will swell up in your ‘live chat’ boxes in alarming numbers, and your support agents won’t know how to offer help to the customer speedily enough that it matters.

Finding themselves startlingly underprepared to tackle such overwhelming challenges, they’ll stress out, only to falter at their own ability to hear the customer out, empathize with their worry, diagnose their pain points, and resolve their problems.

What’s worse, the agents could end up passing on their frustration to the customers themselves.

These chatbots leverage advanced Natural Language Processing that makes them (inherently cool! and) proficient at understanding the users’ requests in their preferred language.

They are quick to integrate with your CRM and extract all the data about the customer lifecycle stage, purchase history, past requests, and more to reference it in real-time and provide personalized chat responses.

However, a common fear among businesses is if using bots will take away the human touch from their customer interaction.

A Guide to Your AI Journey

AI chatbots are quick and simple to blend into existing contact centre operations through an easy-to-use and intuitive UI.

Your support agents just need to select from thousands of pre-built skills and configure responses in tune with your communication guidelines and customer expectations to ensure clear and consistent answers. The bots with omnichannel support integrate with much ease with any customer support software you’re using.

You may want to customize the look and feel of the chatbot to make it truly and uniquely yours. A friendly UI lets you structure that information in minutes — carousels, product images, weblinks, and everything. And before you even know it, the bot is live on your website, messaging platforms, and mobile and portal applications, across use cases and channels, to deliver the right information at the right time!

Automating a massive 80% of customer queries with personalized responses for each one of them, amid a burgeoning volume of incoming requests, couldn’t get easier. And for all that extra time on her hands to work and live more rewardingly, Nina wouldn’t mind learning the ropes around the transition.



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