Learn more about why AI is getting a more prominent role every day regarding customer service solutions.
By The Office Gurus
According to the State of the Connected Customer Report, made by Salesforce, around 72% of consumers value fast speed as a key factor in staying loyal to a company. However, it can become a challenge for companies to balance speed and quality.
To reach this goal, many customer service solutions have become dependent on AI to have a more in-depth analysis to support decision-making. This is why it is important to have a better understanding of what the benefits of using AI are and its impact in today’s business world.
What is AI?
According to IBM, artificial intelligence (AI) can be defined as the technology that enables computers and machines to simulate human learning, comprehension, problem-solving, decision-making, creativity, and autonomy.
This technology is capable of understanding and responding to human language. It learns from new information and experiences, and through this, it can create a very diverse range of deliverables according to human needs.
Benefits of using AI for customer experience
There are many benefits of incorporating AI into business processes, but let’s focus on 5 that are key to every company:
- Higher efficiency: All processes that need to be done manually slow down the work done by the customer service agents, and can also increase the chances of errors done by a person. However, AI can speed up many processes, plus provide agents with recommendations, insights, and valuable customer data.
- Personalization: AI requires certain information to understand your customer, so once he starts to interact with your company, AI starts gathering data such as name, location, language, etc. All of these insights serve as a solid base to personalize your service. The more personalized the experience for the customer, the higher the chances to enhance customer satisfaction and loyalty.
- Scalability: Human customer service has a limit on how many interactions they can handle at once. Moreover, chatbots make it possible to handle multiple conversations at the same time, maintaining service quality and response time.
- Optimized operations: AI is helpful to analyze any type of interaction with the customer (calls, emails, chats, etc.) and to determine response times, areas of opportunity, and top reasons your customer prefers or rejects your customer service. These features allow companies to keep learning about and improving their performance.
- Omni-channel integration and availability: Integrating multiple channels is vital to meet customer needs and provide an outstanding customer service experience. Additionally, it makes it easier to ensure customers receive immediate assistance, despite the schedule if it isn’t during business hours.
Our gurus believe that AI can make a difference to improve and excel in customer service and experience, so as one of our contact center solutions, we offer our clients the AI-powered tool GuruAssist.
GuruAssist
This service is created to revolutionize your performance management through real-time analytics, completely adaptable to your business. GuruAssist is designed to enhance your performance and elevate customer satisfaction.
Our team is dedicated to empowering your business with the tools and support to succeed. GuruAssist equips managers with the tools to drive performance and deliver exceptional service.
Why use GuruAssist?
According to one of our studies, 87% of contact center leaders say they are placing more emphasis on productivity and efficiency. To reach this goal, AI plays a pivotal role in contact center outsourcing automation and the improvement of customer experience.
Our clients have seen a positive change in their call average handle time, percentage of customer satisfaction, up-sell percentage, and conversion rate.
Benefits of GuruAssist
At The Office Gurus, artificial intelligence is important to guarantee excellence and more efficient solutions, for example:
AI real-time agent assistance
Improved customer engagement and employee satisfaction with AI that powers agents with real-time insights and suggestions to speed up interactions, reduce errors, help with compliance, and drive successful interactions. Additionally, GuruAssist provides real-time transcription, note builders, and customizable call flow.
Omnichannel unified communications
GuruAssist delivers seamless customer experiences through a single pane of glass across inbound and outbound voice, 20+ digital channels, including e-mail, SMS, live chat, and automation including chatbots and smart IVRs.
AI quality assurance and coaching
We score every interaction in real time through customizable dashboards. Our AI-driven assessments recognize high-performing agents in issue resolution and sales, accessing key metrics to replicate successful strategies easily. With GuruAssist, team leaders can obtain real-time performance insights, customized reporting, call history, and real-time coaching.
Agents and supervisors receive automatic alerts highlighting important trends or areas for improvement, ensuring ongoing development and best practice adherence. Moreover, this tool also allows you to track call dispositioning, tailored control questions, and intent detection.
AI-powered data analytics and insights
By leveraging data mining, powered by ChatGPT, we can extract valuable insights from conversations and chat interactions quickly and accurately to provide our customers with feedback on customer behavior, preferences, and pain points in order to make a business impact.
The tool allows you to analyze customer sentiment, extract keywords and key phrases, and transcribe automatically, providing detailed records of customer interactions, with sensitive information redacted for privacy and compliance.
Workforce management
We incorporate forecasting scheduling, real-time adherence, and exception planning into a coordinated effort to optimize workforce resources to ensure the right number of Gurus with the necessary skills are taking care of your customer every hour, every day.
Elevate your service to new heights and unlock its full potential with our AI-powered tool GuruAssist. Contact us.
