Customer Service Automation

Customer service automation is an artificial intelligence (AI) you use to provide better, more efficient support to customers. The AI can directly interact with customers or make a call center agent’s job easier by providing timely, relevant customer information.

Examples of customer service automation include:

  • Associate assist: Multitasking software that monitors call center interactions, while also supplying live agents with information they use to provide more specific and useful assistance.
  • Automated channels: Digital messaging, text messaging, and chatbots can all be programmed to function without regular human interaction. They can respond to many more queries in a shorter amount of time than a human agent could.
  • Interactive voice response (IVR): This call center add-on that allows customers to explain their problem to an AI before or instead of speaking with an agent.
  • Conversational AI: This is a particular type of IVR that can be programmed to interact with customers in a natural, “human” way so customers can talk to it just like they would to a live agent.

Various customer service automation systems offer functions you require and work with other systems you already use.

By automating many of your processes, you save money and provide a more efficient, pleasant customer experience. To get the most out of your automated systems, follow these steps:

  • Specify your goals: What do you hope to accomplish through customer service automation?
  • Decide on messaging: What do you want customer-facing channels like chatbots to “say” to customers? What tone will those conversations have?
  • Ensure interconnectivity: Programming all channels with the same or similar messaging, and set up channels to direct customers to other channels that may better serve customer needs.
  • Monitor progress: Use automation to collect data on customer action thathuman experts can analyze for ways of improving your customer experience.
  • Fix technical issues: Like all technology, customer service automation will sometimes cease to function properly. Make sure you have support ready to quickly to fix problems.

For more about OutPLEX’s customer service automation offerings, call 1.866.531.5773 or visit today.

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