How Automation Can Help Customer Service With Documentation

Posted by Alyssa Verzino on Jan 30, 2019 10:52:08 AM


A large portion of your customer service team's workload involves documenting problems and their eventual resolutions -- often to the point that the documentation process can impede customer service. New automation tools can now help take the documentation workload off your customer service teams so they can focus on the customer, rather than their real or virtual paperwork.

The primary form of documentation that bogs down customer services team are "tickets" in your issue-tracking solution. Every time a customer initiates a service request, it should generate a service ticket so your team can ensure every customer issue is answered and a resolution is achieved. Unfortunately, support agents often spend the bulk of their interaction with the customer filling out these tickets before actually moving on to render service.

Automation can remove ticket-generation from your staff workload by gathering data directly from your customers. Conventional automation can present a streamlined form or support wizard that prompts a customer to perform basic documentation of their problem or request before it reaches a live support agent.

Sophisticated automation systems can include conditional logic to ask for specific customer information in response to particular customer issues or needs, so that the ticket filed for a service outage isn't the same as a ticket filed for a discount request.

Artificial intelligence can extend the power of these automated agents by allowing them to capture support requests in 'free-form' channels like social media, online chat, or email. With the help of natural language processing and sentiment analysis, AI can identify support requests even from casual or conversational messages.

These same AI language recognition tools can continue to monitor and update issue-documentation throughout the call process, adding context and details without direct approval or input from either the customer or the support agent.

Once the customer service call is complete, automation can auto-update and auto-close the issue ticket, allowing the service rep to move onto another call without unnecessary administrative overhead.

Best of all, the more service calls an AI system is allowed to observe and document, the more proactive, efficient, and accurate that documentation becomes. Just like a human agent, an AI customer support agent improves its performance and hones its skills the more practice it gets. So, while an AI support assistant might not eliminate all documentation the day it is deployed, you can expect a steady increase in competence and decrease in human workload as the system ramps up its skill set.

Talla is building the AI-enhanced customer support automation system of the future. If you'd like to start your journey towards automated customer service documentation, contact Talla today.

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Topics: Customer Support, automation