Why Choose Customer Service Automation for Your Contact Centre

AI-powered virtual assistants reduce costs and improve collaboration with human agents.

Shubham Neupane

Jul 14 • 4 min read

AI virtual assistant in contact center

Artificial intelligence has evolved over the years. It is not a brand new concept, but still, we see many advancements. Chatbots powered by AI is also not a very new concept. However, these social distancing times have taught us the value of technology.

There were times when we were dependent on customer support. We had never imagined that one day these supports would shut in a day. With the growing technology and fast-moving life, the younger generation lacks time.

COVID lockdowns have forced businesses to adopt bots and change how they reach customers like never before. It has entered the world of customer service interactions and trained for solving the initial level on its own. Bots are now rising to new challenges and solving repetitive concerns before directing them to human agents.

Chatbots have transformed over the years. Before that, companies used to entertain their customers via traditional channels. Traditional channels include phones, emails, live chats. Even today, these channels help to reach and support customers.

Here's the difference between traditional and AI chatbot solutions.

Over the years, customer services that rely on traditional channels have become costlier. The involvement of human agents in such a medium of communication directly affects the cost incurred. All the traditional channels like phone calls, emails, live chat need an executive to understand the concern of customers.

However, the pandemic made everyone sit at home, and the issues or emergencies got stuck. Luckily, chatbots, powered by AI, came to the rescue. They are more than basic chatbots and can solve most concerns themselves.

With the multiple traditional channels, inbound calls proved to increase the NPS and CSAT score. Talking to a human agent always makes customers feel privileged and provides satisfaction. However, it results in tediousness for agents. Lack of productivity and routine queries made them inactive. One call doesn't guarantee the solution.

As a solution, companies started adopting emails and AI virtual assistants for their businesses as a substitute leading to quick resolutions. Multiple emails needed for one query, causing a pile of emails and delay in solutions. Thus, ultimately leading to poor customer service. Live chats, on the other hand, took a lot of time, energy and cost for the company.

With technological advancement, it's easy for human agents to gather any information and provide recommendations. But, it couldn't beat the automation. A handshake with technology will make your business touch the sky rapidly. Guess what? The bot even gives your potential customers a human touch, using natural language on calls and messages.

For instance, if a customer wants to know about the bookings, a voice command or a text in messaging language will work.

New-age conversational solutions baffle customers whether they are talking to a human agent or a bot as both live chats and chatbots are available on websites. The automation of bots made it impossible to distinguish between the two.

AI-powered chatbots for contact center infographic

There are three biggest reasons which make a company choose AI over other channels.

Post pandemic, businesses need to rethink the strategies they are working on, such as remote working and the sudden increase in virtual assistance. Hence, the only quick solution they saw was chatbots. But with the after-effects of chatbots, they look forward to bots powered by AI.

24X7 Support

Bots never get tired and don't feel tedious doing the same work again and again. It might not solve all the problems, but it can take the details. A customer only needs a listener. The bot can take down the information, raise a ticket, and resolve it later on. This way, it will help your human agent solve the problem, enhancing customer experience and efficiency.

It also decreases the average handling time, as the information is already available with the agent. Post-pandemic or amid COVID, AI technologies help human agents and customers feel less overwhelmed with most generic queries answered automatically. 

Increased Operational Efficiency

A popup chatbot, while the customer visits the website, prompts them to connect bots. Raising an issue, filling a form, connecting agents over the phone can be a little time-consuming. However, chatbots increase business opportunities and attract customers with conversational automation. A lot of businesses keep emails and phone calls as primary means to connect with customers.

Amid covid, businesses and customers were amazed by the automation. A small 'May I help you?' pop up makes a lot of customers happy. They feel satisfied for being heard and knowing that you're there to serve. Customers can go ahead with the solution and can connect with the agent if they need.

Automated Communications

Most of the customers come up with repetitive queries. AI-powered bots can replace human agents for such concerns. A human agent is always in need of resources and might lose productivity. While doing repetitive tasks, agents find it tedious. In addition to this, the labour cost is comparatively more costly than that of chatbots.

Human agents can take care of complex issues with the bot directing those issues, increasing the efficiency and making their regular job exciting. The bots make sure customers don't feel left out and that the business is there for each customer. They inform the customers that they will get the resolution in some time.

A collaboration of both technologies will give a big fat thumbs up to your organization.

Written by

Shubham Neupane

Content Strategist

With over two years of experience in content strategy and marketing, Shubham is a Content Strategist at GenieTalk.ai who loves helping people solve their problems. Outside of work, he likes to read, have discourse on spiritual matters, and travel.

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