The customer service landscape has changed dramatically in recent years. This is largely due to software technology developments that allow support teams to interact with clients and other team members in a whole new way. However, more radical changes to support technology are still on the way. Artificial intelligence is now taking the customer experience to the next level.
Not only will AI result in higher client satisfaction, it’ll also change the way agents provide secure customer solutions to clients. The results will be far-reaching. Companies will have more ways to interact with clients without having to overextend their budgets. AI will also transform the customer service profession, making it a more dynamic industry to get involved in. To give you an idea of the changes ahead, let’s look at a few ways support teams will change in the coming years.
Providing a More Personalized Experience
Artificial intelligence isn’t typically synonymous with a human touch. However, it turns out AI will help service agents provide unique customer experiences catered to each client. One way agents can do this is by working with chatbots that automatically create personalized features such as voice messaging and language processing. In addition, software for B2B customer support will allow agents to easily provide knowledge base content that aligns with the client’s current and ongoing issues. This personalization goes a long way in creating trust and customer loyalty. By incorporating AI into their support operation, a company doesn’t remove the human element. It simply allows the agents to work alongside it to optimize the quality of their interactions.
Artificial intelligence is all about automation. When applied to a customer support operation, this is a game changer. Agents will have the ability to oversee the support process rather than only react to client outreach. This will take a lot of the workload off customer service departments and also allow agents to learn how to work with valuable technology. They’ll be able to set automatic follow-ups to ensure issue resolution is carried out. Agents can also use AI to automatically provide self-service direction to clients they’re interacting with via chatbots. Automated ticketing systems will ensure requests are received and transferred to the right team members without agents having to field requests. This type of customer support automation allows for a much more thorough experience without the risk of human error.
In traditional customer support environments, agents would spend huge amounts of time organizing requests, fielding calls, and tagging tickets instead of ensuring high-quality touchpoint. AI and machine learning will make all this a thing of the past. Support teams will need fewer agents to handle minor tasks and inquiries. Instead, they can focus their attention on the client’s business goals and ensure their support initiatives align with them. This boost in efficiency will help support departments save money and also lead to lower agent turnover. Without a doubt, AI and customer support automation will reduce client and agent frustrations to a great degree.
If you’re ready to make automation a part of your support infrastructure, PhaseWare can help. Our software for B2B customer support will give your agents the tools they need to provide high-quality, efficient service. Contact us today to learn more.