Start Your Journey Toward the Support Org of the Future

Posted by Alyssa Verzino on Apr 23, 2019 1:41:09 PM


For as long as there are businesses with customers, there will be a need for customer service teams -- but what your customer support organization will look like in the future will be heavily influenced by artificial intelligence and software automation.

Case deflection will be far more proactive in the future, as automation software will monitor customer usage of your products and services and detect problems as the happen -- perhaps even before the customer notices a downgrade in service or performance. This automation system will reach out to the customer itself -- via chat, email, autmated voice calling, or contacting their smart-speaker -- to advise on how to solve the problem without needing to search for advice in your FAQs or contact your support team.

In the event your customers need to contact your support org, the customer will never need to fill out another support ticket or incident report. Enhanced automation will recognize a customer from their login data -- or even a combination of their IP address, face and/or voice -- and immediately tie into your customer relationship management system to access all their relevant contact, contract, and usage data. If anything appears out of date or incomplete -- like a defunct email address or social media handle -- the automation suite will solicit that data from the customer on its own, without human supervision.

If the automation software can't guess from usage data and conversational context why the customer is calling, it will collect an issue report on its own and proactively match that data with known solutions from your knowledge base. If the solution requires human assistance, the automation suite will automatically triage and escalate the customer to the correct tier of human support, so no one -- support representative or customer -- needs to spend extra time on a call, nor ever repeat themselves.

Once a human member of your support org closes an escalated call, the automation system -- which was listening in for quality assurance purposes -- will analyze the content of that conversation to proactively update your support documentation, so the same issue won't require human assistance in the future. By that same token, if the human intervention was the result of a failure or inaccuracy of existing documentation, the automation suite will either correct the issue on its own, or flag the support docs for update by a specific, appropriate subject-matter expert within your support organization.

And finally, once a call -- human-involved or otherwise -- is resolved, automation will self-document and close any outstanding support tickets associated with the customer's issue, all while immediately applying any lessons learned to any other outstanding tickets in your support queue.

And if all of that sounds wild, this same super-automated support organization will also support other automation, as the future of virtual assistants like Siri and Alexa is to handle their users' support needs on their own. "Siri, tell Acer that my laptop won't boot," or "Alexa, ask AT&T to upgrade my data plan," will be common activities in the future, and your support org will need methods of fielding these integrated support requests. Truly enhanced automation -- virtual assistants talking to virtual support agents -- will define the support org of the future.

Talla is building the automated support tools of the future today, paving the way to the support organization of tomorrow. If you'd like to start your journey to a fully autonomous support org, contact Talla now.

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Topics: AI, Customer Support, automation