7 Dos and Don'ts of Automation

January, 26 2021

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#1: The Desire of AI | How do you view AI?

 

The idea of automation brings visions of mass layoffs, robot takeover and cold customer interactions to some. However the aim of automation is not to find intelligent robots to eliminate people, but to increase the efficiency and effectiveness of workers. Leaders need to recognize: automation is not a necessary-evil of scale. Modern tools mean more high-touch experiences in the right situations. Using AI will free up employees time so they can focus on higher priority tasks. Allowing for more turnover, increased morale, and a better CX.

 

Do:
  • Think of AI as supporting your talent instead of replacing it.
Don't:
  • Be hesitant to embrace modern automation.

 


#2: Areas of Support | Where does AI fit into your business?

There are many areas of support, but where does your business need AI the most?  With the evolving state of the digital revolution upon us more and more businesses are relying on online and customer facing support.  These changes are causing rapid growth within businesses, resulting in new challenges and opportunities where automation can be deployed.  As companies grow new needs need to be met, increases in ticket volume, longer than normal wait times and the need for more customer support are all areas where AI can efficiently be implemented.  Listed below are a few areas of support where automation can shine. 

 

Support Center Software This broad category focuses on AI-enabled customer care; providing standalone virtual agents or virtual assistants to pair with human agents. These streamline customer interactions and do everything from centralizing support requests to configuring dialogue flows.

Knowledge Centered Support A subset of general support software and bot applications, knowledge centered support applications automate the development, management, maintenance and delivery of content for agents.  Providers in this space deliver AI-powered search and knowledge base solutions – both customer and agent facing – to decrease case resolution times and provide better answers.

Support Routing Optimizers This class of tools offers intelligent routing capabilities to direct customer inquiries to the right support person. These are examples where automation tools are not customer-facing, but applied in a triage service fashion to reduce resolution time and accommodate multi-channel support as customer inquiries move omni-channel.

Social Media Care Solutions This growing segment delivers automated monitoring across social channels to give support teams visibility into customers’ digital interactions. These tools can contextualize conversations, derive support cases from social posts, provide rich sentiment data and provide relevant content to address customers’ social media feedback.

 

Do:
  • Understand the different types of automation, and decide where it is most needed to elevate your business and team.
Don’t:
  • Let the widespread landscape of providers and offerings overwhelm or complicate your search for digital development.

 


#3: Know Your Pain Points | What do you need AI support for?

 

The automation opportunity exists because of the confluence of emerging, disruptive technology types. Low-cost computing, storage, machine learning, big data, analytics and natural language processing – together these have created tremendous potential for customer support. Depending on where your support is needed, these can bring considerably more scale, cost savings and efficiency to your organizations. In determining where to apply automation, leaders should audit existing tasks, workflows, processes and content development or gather steps and consider where customer and agent experiences degrade or where waste is occurring.

 

Do:
  • Target pain points and choose an automation that will improve the fundamental areas of your business.
Don’t:
  • Let your agents be bogged down by multiple system navigation or ticket tagging and transformation.

 


#4: Customer Growth Prompts Change | Can your business keep up?

 

As your business grows and customer counts rise, new hires begin onboarding to handle growth. This turnover could lead to inconsistent updates of manual processes, technology getting siloed or haphazardly rolled out, and the loss of routine knowledge as new applications, people and policies are introduced. As this happens customer experiences decline as overtaxed agents and under applied technology struggles to keep up.

 

Do:
  • Incorporate AI  into your system for continuous improvement in your teams workflow, your businesses handle on company growth, and building a better CX.
Don’t:
  • Let your busy season or customer growth  slow down or stunt your business.

 

#5: Agents Need Support Too | How is engagement affecting your CX.

 

Over 75% of agents say more complex work would improve their skills while nearly 60% say increased role complexity would help them feel more satisfied and committed to their jobs. With the help of automation you give your agents the opportunity to step up into higher level support strategy work by quickly moving through routine cases, freeing up agent time for higher prioritized tasks. Not only is this more evident, but it leads to the up-level of agent experiences, increased engagement and reduced churn. Agent fears can be alleviated with a reminder that no longer will they be spending their days working on scripts and asking the same basic questions. Instead, they’ll be empowered to tackle more complex, interesting work.

 

Do: 
  • Make your best people better by using AI to resolve mundane tasks, amplifying agent ability and availability.
Don’t:
  • Let agent turnover and low engagement levels  pose a threat to your customer experience issues.

 


#6: Manage Your Existing Knowledge | Is your content accessible?

 Automation tools should create and reinforce consistency in your knowledge base for agents and customers. If one support channel format doesn’t “speak” to another, then companies may have multiple agents addressing similar requests. Your content is only as useful as the accessibility of the information inside it. Companies depend on agents being able to find, extract and trust content. Once determined, captured and shared, information should be known and accessible. Enterprises cannot have redundancy in answer or information gathering, outdated content, or have agents repeatedly lookup answers to recurring questions. Automation brings capturing and establishment of relevant information beyond the capacity of any human agent.

 

Do:
  • Have complete control over your knowledge base and have confidence that your agents and customers are getting the right information from the right place every time.
Don’t: 
  • Let an unorganized knowledge base dictate your agents and customers productivity or time.

 


 

#7: Responding To New Demands | Keeping up with competitive realities.

 

Competitive realities require that growing companies figure out how to serve customers better, faster and more affordable than their peers. The pressure of responding to demands for high-touch experiences across millions of consumers in a world saturated with impersonal technology is overwhelming. Leaders are at an impasse: they must support business expansion and enhance customer interactions without creating associated growth in functions and headcount.

 

Do: 

Support business expansion and enhance customer interactions by building better support functions for your team/customers.

Don’t:

Let old impersonal technology saturate your business model.


 


 

To read more, download our white paper on "How Automation Brings Cost,  Efficiency and Experience  Gains."

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