Using machine learning in customer support equates to taking your most experienced rep – someone with years of experience responding to customer questions – and making her/him exponentially faster. Taken a step further, machine learning allows you to replicate their expertise and newfound proficiency amongst all of your reps.
One of the biggest fears with the coming world of artificial intelligence and automation is the loss of jobs. It's a logical fear, as automation often brings with it visions of humans becoming part of the machine itself, or worse: those machines taking over for humans.
Your customers have multiple channels by which they can seek support for issues, problems, and questions. This could be self-service through an online portal, via social media or online chat, or through more traditional means like phone and email. In recent reports, 70% of consumers prefer to resolve problems and issues via self-service; however, 65% of self-service attempts fail. Self-service is the most cost-effective channel, so companies are looking for means to deflect routine and simple issues from the call center by enabling customers to solve their problems on their own.
When we conducted our survey of top AI in the movies, we didn't include HAL 9000. You may think it's an oversight, but really it's that HAL is such an icon that it would be almost unfair for any other AI to compete.
You can hear that line in dozens of movies and it's a clear indication that a lead character spends a lot of time at a particular diner. Of course the long-time waitress (and it's almost always a waitress) knows exactly how the main character likes his eggs (and yes, it's often a "him").
Most customers don’t like calling customer support. It takes too long to get the answers they want, and they walk away feeling exasperated. Many organizations find themselves frustrated with their customer support experience as well. They know they need to provide a better, seamless experience for their customers, but they are challenged with information silos, an incomplete view of the customer, and a support team that has to hunt and peck to find the right information.
AI-powered search is delivering results for those using it, but we’re still just at the start of benefits the technology is truly capable of delivering. What’s more, companies that adopt early have a chance to run far out ahead by transforming themselves through innovation driven by artificial intelligence.
How many times have you switched your mobile phone service provider when the service or support was poor? How hard did that service provider work to keep you? It’s likely they didn’t try very hard. They have many customers, so losing one isn’t that big of a deal. But for companies that provide complex products like those in manufacturing, aerospace or oil and gas, a high-quality customer support program is critical. The question is, what does a quality customer support program look like?