25. January 2022

Customer Service Automation Isn’t the Future It’s the New Normal

Enhanced artificial intelligence (AI) and natural language processing (NLP) is here. In fact, experts predict spending for global AI call centers will reach $3.5 billion by 2026
service-automation- isnt-the-future-its-the-new-normal

Customer service automation now represents one of the biggest business trends. Today, many people use virtual assistants like Siri and Alexa. This makes it feel more natural to interact with AI-powered virtual agents.

People are willing to use new technologies to increase convenience. Keep reading to learn about the products available today and how to make them work for you.

Benefits of Customer Service Automation

Customer relationship management (CRM) technology affects company and client relationships. When used effectively, it can build customer satisfaction and grow your business.

Automated customer service streamlines processes and keeps you connected with customers. The use of AI and NLP chatbots can reduce customer service costs. One source predicts that this technology will save up to $8 billion in 2022.

This survey showed 75 percent of Millennials prefer text over talking. They said it’s more convenient and less disruptive.

This perspective carried over to Virtual Assistant customer support calls. Millennials and Gen Z consumers preferred AI interactions to diagnose and repair software.

The Total Customer Experience Management

While this sounds perfect, it’s key to consider cross-generational desires. Standalone chatbots may not meet the Baby Boomers’ needs. Many of these customers look for businesses with a personal connection.

Thus, it’s key to find a solution that blends these approaches. Begin with easy-to-answer automated questions to engage the customer. If the transaction stalls have a quick human option ready to step in.

This increases customer satisfaction and loyalty while retaining the benefits of AI CRM.

Advantages Of Automated Customer Service

Proactive customer service models use leading-edge AI, NLP, and machine learning solutions. As virtual agents (VAs) interact with customers, they “learn” from the individual responses.

When they face new situations that they weren’t explicitly programmed for, they learn. Proficient NLP software helps VAs understand the answers to their questions. Thus, the solution scales to meet your business’s needs.

The best proactive customer service solutions include a combination of the following.

Customer Service Automation
This product examines frequently asked questions from previous years. The VA is then given these questions and the correct response. This meets the customer’s desire for quick, easy answers.

Upstream Solutions
It’s also important to identify anticipated product/service questions or issues. This allows the VA to “be prepared” for possible issues that may arise. Now they’re ready to smoothly assist the customer.

Keep Customers Updated
No one wants to be kept in the dark. Successful companies practice transparency related to delays or problems. Customer loyalty increases when they understand delays.

People know that issues arise and will adapt when they’re told immediately. VA solutions should include frequent updates on the order progress. Customers can also be directed to troubleshooting pages as appropriate.

Showing the customer that you care about their experience builds confidence. Taking a proactive stance can fix issues before they occur. Your system also won’t become overwhelmed with inquiries about “what’s going on”.

Is It Time for Automated Virtual Customer Service?

Customer service automation is not the future, it’s today’s reality. If you haven’t made this move, Anodius has the right CRM technologies for your business. Unlike out-of-the-box solutions, our platforms learn and grow to meet customer needs.

You’ll reap the benefits of our positive emotions. Transform customers into enthusiasts, products into joy, staff into ambassadors, and brands into prestige. Contact us today to learn about our products.

Lukáš Endal, Partner – Salesforce Services