If the marketing hype is to be believed, artificial intelligence will soon be able to completely replace your entire customer support team, yet somehow no AI solution is out there causing massive support headcount reductions at any major business or agency. As it turns out, current-generation AI is really good at exactly three things, and none of them is replacing an actual human support representative.
When a customer contacts your support team, the goal should always be "first call resolution," which is the insider term for "making sure the customer's problem gets solved quickly so you don't have to call them back later." New customer service automation tools can help make first call resolution the rule, rather than the exception -- even for complex customer support cases.
Where do you work in a day? It’s probably not a short or simple answer. Support teams are constantly jumping between email, chat, ticketing systems, an internal knowledge base, and many other places. What they don’t need is another tab open. That’s why having Talla everywhere is so important to us. What does that really mean? Simply put, users have access to all of the information in Talla wherever they work. We want to improve your productivity and lower your time to resolution with AI-powered automation. The best way to do that is to ensure that Talla works within your existing workflows.
Artificial intelligence is powered by well annotated training data, but the data you need to train a customer support assistant includes more information than you might expect. The "tribal knowledge" of your customer support teams is critical to developing a customer service AI agent that can most effectively help your business.
We've all had interactions with clunky or incoherent chatbots that made their owners look dumb, but few companies know what steps to take to ensure their own bots don't make the same mistakes. Before you entrust a chatbot to help with customer service and support, make sure you've given it the tools it needs to avoid embarrassing itself.
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.
Customer service teams face a number of all-too-common workflow issues that can impede their ability to actually serve customers, but new automation and artificial intelligence solutions can now help customer service avoid becoming overwhelmed. The first and perhaps most important area that automation can help customer service is in managing call volume.
We’ve written about how AI use is expanding across the enterprise and early-adopters are leaving the competition behind.
We’ve shared how AI is a superpower for customer support execs facing the daunting task of delivering scaled, personal and cost-effective support.
In an advancing digital-first world, customer support’s business imperative is a tough one: deliver customer satisfaction that can scale across thousands or millions of interactions at significantly lower cost. Trying to achieve this with a “business as usual” approach won’t work. But by unleashing AI and automation in their businesses, customer support executives can actually deliver on this.