Done right If done right, customer service automation provides improved customer experiences for both customers and call center representatives alike. Automation of customer service using IT is the next level of knowledge management designed to improve employee satisfaction and engagement while enhancing sales and giving you the information you need to make better decisions.

Automating customer service tasks

Agents spend 75 percent of their time doing manual research within a 6-minute call to customer service. Automating customer service reduces the amount of effort required to come up with the most effective solutions for customers. AI allows agents to concentrate on more difficult tasks, not only routine assistance requests, by rapidly solving customer issues.

Automation of customer service can also provide additional benefits, including:

Proactive responses. Artificial intelligence-driven automation provides an amount of speed and responsiveness that humans are unable to achieve. Chatbots and virtual assistants are able to help customers with problems with customer service by recognizing their needs and then responding in real-time via FAQs or other online services. They are able to do this across various devices and platforms. Customer complaints decrease and satisfaction is higher.

Training one-off. Recent research has revealed that the cost average for training a single agent at the call center is $7500. The high turnover rate of agents in call centers is well documented and can quickly result in increased costs. Automated customer service platforms can save you time and cash. AI allows your agents to access quickly the resources they require, which will reduce the rate of attrition. The system does not require retraining, even though it continuously improves and updates the information base of your business.

Always always. Time zones, local holidays, different work hours. These things are irrelevant if you can solve customer queries and problems 24 hours a day. This round-the-clock automation in ITSM displays to customers that you care , and builds trust as well as loyalty and worth for your brand.

Cost-saving innovation. AI customer service solutions offer advanced levels of customer service at a fraction the cost of traditional methods. Automated solutions such as chatbots can deliver anywhere from a 60 to 80 percent savings on human-powered support.

In the end, AI-driven technology gives your company the capability to scale customer service at a rapid pace. Interactive options like FAQs, online manuals and more can be released simultaneously with new products and services. Chatbots can be immediately empowered to deal with the inevitable influx of calls.

AI to improve Customer Engagement

International keynote speaker and expert in marketing Dan Gingiss says "AI has given us a wealth of possibilities on the consumer experience (CX) front." In addition, AI can, as he puts it, can go far beyond chatbots when it comes to humanizing CX. He believes technology and people working together will result in the greatest results. AI-validated customer service solutions that are based on humans will provide faster, more user-friendly CX and more efficient business processes for your company. Increased customer engagement is the consequence of AI and humans working together. This leads to higher retention rates as well as a healthier bottom-line.

Customers can help themselves, which saves lots of time, and also allows them to quickly to put a solution in place. They can access the information they need when they need it, wherever, and with whatever device they prefer and often get it without having to talk to live agents.

Customers are more likely to utilize self-service services than interaction with a human. A recent Salesforce study found that almost 75 percent of Millennials believe calling a customer service representative is not the best option for resolving their issues with customer service. This generation of tech-savvy consumers prefers to resolve their problems by using chatbots, YouTube explainer videos and FAQs. The next generation will likely be more self-sufficient. It is possible to increase customer satisfaction through the use of AI solutions for customer service today.

Data collection lets you combine large data with AI, and machine learning to offer unbeatable levels of personalization across the CX. From simple product and service recommendations to websites redesigned in real time to meet a customer's specific needs, you're able to use personalization to enhance customer service interactions, boost conversions and encourage repeat business. Because your agents are able to access the same information, they're able to offer a high-quality CX that is tailored to the customer's unique requirements.

Future of AI-powered Customer Service

If you're trying to increase customer engagement in your organization's contact center, AI for ITSM delivers the accurate and reliable assistance customers require. KMS Lighthouse's AI-powered and automation capabilities allow customers to experience an incredibly seamless CX and can cut the average time for handling customers by half. Deep analytics provide customers with insights into interactions with customers and chatbots help customers meet their constantly changing needs.