Here's How Customer Service Teams Are Actually Using AI
Posted: Sun Dec 22, 2024 9:47 am
Generative AI tools for customer service that increase agent and customer productivity and satisfaction
Let’s take a moment to acknowledge how hard customer service teams work to keep their customers happy. It’s a tall order, even in the best of times. These days, it seems like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add to that uncertainties like supply chain issues, staffing shortages, and hiring freezes, and agents have their work cut out for them. Your customers are likely experiencing more friction than necessary in their experience, too.
When we think of AI in customer service, many people immediately think of chatbots that act like humans. But that’s not the case. One of the most effective ways businesses are taiwan phone number lookup using AI right now is by streamlining their service teams, especially when dealing with high volumes of customer requests.
Service teams carry a lot of load on their shoulders
Between high ticket volume and repetitive tasks, support agents can be stretched thin. As customer issues come in, service teams can spend a lot of time and resources manually triaging them to make sure they get to the right place. In the course of the conversation, they can miss crucial information that could lead to a faster resolution. All the time we spend in a conversation doing repetitive tasks ends up taking away hours that could be spent on higher-value tasks.
Of course, automation isn’t meant to replace humans. It should make their jobs easier. Plus, your customers are still looking for a human experience. Instead of replacing your entire service team with feeling bots, AI can be used to automate time-consuming, repetitive tasks to improve your customers’ experience while creating a more efficient workflow for your agents.
Automation is not meant to replace humans. It should make their jobs easier.
Here are a few ways businesses can use Zendesk AI to make their service teams more efficient. First, there are advanced bots that come with pre-trained customer intents that are specific to CX teams, resulting in more personalized and accurate responses, increased agent productivity, and faster setup. Second, there’s smart classification , which automatically classifies and categorizes incoming customer conversations based on intent, perception, and language. It helps service teams prioritize and automatically route conversations to the right agent. Third, there’s intelligence in the context panel , an agent-facing app that provides customer insights that can help them respond more effectively. Lastly, there’s macro suggestions for admins, AI-powered suggestions for new shared macros that admins should create to make their agents more effective.
Advanced Bots with Generative AI
Bots are a support agent’s best friend. They are extremely effective at taking the burden of repetitive questions and tasks, such as password resets and refund requests, off the shoulders of the service team. This allows agents to focus on higher-value conversations. Zendesk bots are easy to set up and deploy across all messaging channels, and they’re also easy to customize and change on the fly.
Let’s take a moment to acknowledge how hard customer service teams work to keep their customers happy. It’s a tall order, even in the best of times. These days, it seems like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add to that uncertainties like supply chain issues, staffing shortages, and hiring freezes, and agents have their work cut out for them. Your customers are likely experiencing more friction than necessary in their experience, too.
When we think of AI in customer service, many people immediately think of chatbots that act like humans. But that’s not the case. One of the most effective ways businesses are taiwan phone number lookup using AI right now is by streamlining their service teams, especially when dealing with high volumes of customer requests.
Service teams carry a lot of load on their shoulders
Between high ticket volume and repetitive tasks, support agents can be stretched thin. As customer issues come in, service teams can spend a lot of time and resources manually triaging them to make sure they get to the right place. In the course of the conversation, they can miss crucial information that could lead to a faster resolution. All the time we spend in a conversation doing repetitive tasks ends up taking away hours that could be spent on higher-value tasks.
Of course, automation isn’t meant to replace humans. It should make their jobs easier. Plus, your customers are still looking for a human experience. Instead of replacing your entire service team with feeling bots, AI can be used to automate time-consuming, repetitive tasks to improve your customers’ experience while creating a more efficient workflow for your agents.
Automation is not meant to replace humans. It should make their jobs easier.
Here are a few ways businesses can use Zendesk AI to make their service teams more efficient. First, there are advanced bots that come with pre-trained customer intents that are specific to CX teams, resulting in more personalized and accurate responses, increased agent productivity, and faster setup. Second, there’s smart classification , which automatically classifies and categorizes incoming customer conversations based on intent, perception, and language. It helps service teams prioritize and automatically route conversations to the right agent. Third, there’s intelligence in the context panel , an agent-facing app that provides customer insights that can help them respond more effectively. Lastly, there’s macro suggestions for admins, AI-powered suggestions for new shared macros that admins should create to make their agents more effective.
Advanced Bots with Generative AI
Bots are a support agent’s best friend. They are extremely effective at taking the burden of repetitive questions and tasks, such as password resets and refund requests, off the shoulders of the service team. This allows agents to focus on higher-value conversations. Zendesk bots are easy to set up and deploy across all messaging channels, and they’re also easy to customize and change on the fly.