AI Use Cases and Applications in Customer Services
AI Use Cases in Customer Services
AI Use Cases in Customer Service
Social Listening & Ticketing
Leverage Natural Language Processing and machine vision to identify customers to contact and respond to them automatically or assign them to relevant agents, increasing customer satisfaction. Use the data available in social networks to uncover whom to sell and what to sell.
Intelligent Call Routing
Route calls to the most capable agents available. Intelligent routing systems incorporate data from all customer interactions to optimize the customer satisfaction. Based on the customer profile and your agent’s performance, you can deliver the right service with the right agent and achieve superior net promoter scores.
Voice Authentication
Authenticate customers without passwords leveraging biometry to improve customer satisfaction and reduce issues related to forgotten passwords. Their unique voice id will be their most secure key for accessing confidential information. Instead of the last four digits of SSN, customers will gain access by using their voice.
Call Classification
Leverage natural language processing (NLP) to understand what the customer wants to achieve so your agents can focus on higher value-added activities. Before channeling the call, identify the nature of your customers’ needs and let the right department handle the problem. Increase efficiency with higher satisfaction rates.
Call Intent Discovery
Leverage Natural Language Processing and machine learning to estimate and manage customer’s intent (e.g. churn) to improve customer satisfaction and business metrics. Sentiment analysis through the customer’s voice level and pitch. Detect the micro-emotions that drive the decision making process.
Chatbot
Chatbots can understand more complicated queries as AI algorithms improve. Thus, businesses understand their customers better since chatbots collect information from customers while interacting with them and spot their weaknesses. There are other benefits like 24/7 availability and reduced costs, as bots can handle more tasks as they learn more. All these benefits significantly improve the customer satisfaction of businesses
Chatbot Analytics
Analyze how customers are interacting with your chatbot. See the overall performance of your chatbot. Pinpoint its shortcomings and improve your chatbot. Detect the overall satisfaction rate of your customer with the chatbot.
Customer Service Response Suggestions
Bots will listen in on agents’ calls suggesting best practice answers to improve customer satisfaction and standardize customer experience. Increase upsells and cross-sells by giving the right suggestion. Responses will be standardized, and the best possible approach will serve the benefit of the customer.
Survey & Review Analytics
Leverage Natural Language Processing to analyze text fields in surveys and reviews to uncover insights to improve customer satisfaction and increase efficiency. Automate the process by mapping the right keywords with the right scores. Make it possible to lower the time for generating reports.
Chatbot testing
Semi-automated and automated testing frameworks facilitate bot testing. See the performance of your chatbot before deploying. Save your business from catastrophic chatbot failures. Detect the shortcomings of your conversational flow.
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