Improving customer experience through automation Enghouse Interactive Eptica Multi-channel communications Self-Service, Voice, Email, Chat, Social Networks

It can flawlessly mix automated scripts, chatbots, and human intervention. With an automated customer service platform, those time-consuming tasks can be eliminated from your workflow. Your queues will shrink, your team will be free to focus on proactive engagement, customer outcomes will trend positively, and your brand will build a reputation for speedy and responsive customer service. For example, say you’ve installed a sophisticated AI chatbot onto your website. As your customers learn that your chat support is more efficient, your chat queues may start to outpace your phone queues. An integrated customer service platform allows your agents to transition easily to wherever demand is highest.

Track and manage the time delivered to your customers through time sheet logging. Track and act on engagements with your customers to deliver a premium service level. Save your sales team time by dealing with routine calls, so they can focus on what they do best. Learn more about the benefits of process automation platforms, and how you can procure the right one for your organisation. Improve, synchronize, and automate your workflows and connect your CSM platform to all other enterprise software tools.

Boosts the productivity of your customer service team

Artificial intelligence has reached a stage where humans can effortlessly interact with automated systems or conversational interfaces such as chatbots or voice assistants. With the benefits of an intelligent, automated, and 24/7 available communication channel, more and more businesses are using Conversational AI. You can quickly and efficiently route calls to the right place and automate repetitive tasks like data entry and automate customer service call logging. This saves you time, reduces the risk of errors, and frees up your team to focus on providing excellent customer service. Having an AI co-pilot also means that onboarding new agents becomes much easier. Companies spend a significant amount of time and resources training new hires, and it takes several months for them to become proficient in answering questions with the level of service expected from agents.

Low-code software enables IT teams and business leaders to have a greater understanding over each step and therefore easily collaborate to eliminate unintended bias and make improvements to AI models. With no coding required, development times are slashed

too, meaning problems can be solved and goals can be realised faster. Regardless of AI’s application in wider business processes, the idea of AI taking the jobs of real people still provokes a strong reaction. 55% of people want to see work remain in the hands of humans rather than being passed to AI. This points to a wider unease around both the future value of humans in an increasingly automated world and the true nature of what it is to be human.

SAP Tech Process Automation

As part of the marketing automation blog series, today I will be digging deeper into the world of customer service automation (CSA). This could mean using Intelligent IVR to authenticate callers before they reach the agents, giving them automate customer service a little time to prepare and a better understanding of the customer they’re dealing with. It could involve giving them access to Phone to Mobile Web capabilities so that they can better direct customers to valuable self-serve resources.

Ask if they like agents to be up to speed on a query regardless of the channel they’ve used to make contact, and few will say they enjoy recounting the same issue over and over. Ask them if they like agents to be happy when they speak to them… well you get the general idea. Conversational AI, chatbot, https://www.metadialog.com/ automation, live chat, and ticketing in one amazing platform. There are also many unique and complex issues your customers have that you cannot fix with automation. Increase productivity by turning simple and complex business processes into streamlined workflows with no-code and low-code builders.