Exceptional customer support is a major challenge for any business. It requires hiring and training agents, purchasing tools, and working shifts – all of which can be time-consuming.
AI technologies help your contact center automate and streamline these tasks so you can focus on other more pressing issues. In the end, that means happier agents and better customer experience for your customers.
AI Helps Agents Automate Email Responses
Using AI tools, AI Help Center agents can automatically tag and respond to emails when it fits their knowledge base. They can use historical ticket data and company wikis to find the right answer to the question they’re asked.
This can save time and improve customer satisfaction by giving customers the answers they need quickly and accurately. It also improves self-service rates and helps support agents deliver a better customer experience.
Automated responses to email inquiries can cut back on response times and give your team more time to focus on more important tasks. AI can sift through messages that have more urgent requests and notify you of those, so you can prioritize them.
AI can also measure sentiment with email feedback and collect quantitative data to improve customer service. These types of analytics can help your marketing and operations teams understand how to remove friction points that are driving churn and refunds.
AI Helps Agents Automate Individual Chatbot Inquiries
AI Help Center agents automate individual chatbot inquiries by surfacing the correct information for customer questions based on previously answered tickets and company data. This saves agents time and makes them more productive, resulting in lower average handle times and increased first contact resolution.
When customers need a little extra support, the chatbot can direct them to a separate channel for a more detailed conversation or an agent who specializes in the issue they’re experiencing. This is a great way to provide personalized service that keeps customers satisfied and returning.
Another way AI can boost your agent’s productivity is through automatic knowledge search for the most common queries. This process helps minimize escalation events, promote FCR (first contact resolution) and reduce agent training costs.
AI Helps Agents Automate Ticket Routing
Automating ticket routing is an important step to reduce volume and improve customer satisfaction. It allows agents to focus on more rewarding work and provides support to customers faster.
Manually tagging tickets and routing them by category, urgency, product or team priority can be time-consuming and inaccurate. It also leads to bottlenecks and delays in response times that could have long-term negative impact on customer satisfaction.
AI helps agents do this more accurately, quickly and efficiently. By leveraging AI-based ticket tagging technology, they can categorize requests in real-time.
Agents can then surface knowledge from previous support tickets in order to help their current customer with their query. This can have a big impact on response times, customer satisfaction, and CSAT.
Using AI to route tickets is an essential part of any high-performing customer support team. By ensuring that each ticket is assigned to the correct agent or team, you can ensure that your customers get their issues resolved at the speed and quality they deserve.
AI Helps Agents Automate Knowledge Search
Artificial intelligence (AI) automates knowledge search and retrieval to provide agents with the information they need to help customers resolve their problems. This is particularly helpful for customer support teams, as it can help them increase self-service rates and reduce average handle time.
With AI, agents can answer repetitive questions in a more consistent and predictable manner, so they’re able to scale without straining their resources. And, it’s a good way to free up their time to handle more complex issues that require a human touch.
It also allows them to prioritize a higher volume of transactional tickets, which means they can close more queries on first resolution. This can free up more time for them to work on projects beyond their usual duties, which can open doors to new opportunities and career paths.
It also allows them to read support requests in real-time and tag the tickets with why customers are contacting them, which makes it easy for them to send templated answers and relevant help centre articles. Having this system in place can also help reduce agents’ stress levels, making them more productive and happier.