Deliver seamless and excellent customer self-service with AI
Pleasing a customer isn’t as easy as it seems. Where there is purchasing, there will be some queries as well. As ‘we’ customers need an instant solution for them or else ‘you,’ the companies will be at a loss. But thanks to the innovation. The intervention of customer self-service powered by AI has greatly favoured support teams and the customers. It not only helps the customer find answers and resolve issues faster but also frees up the agents so they can become more productive and spend time with customers who need special attention. Whether the customer contacts your support line or visits your help portal, digital self-service backed by AI and automation like chatbots and avatars are allowing customers to resolve support issues anytime, anywhere.
Key elements of personalized self-service
Below are the three essential elements of digital self-service that every company must incorporate to save customers’ time and ensure maximum satisfaction.
1. Be proactive
To anticipate what customers require before they even seek help, you should understand what users want in your community. For example, you could predict incoming cases by anticipating what users are searching for and ensuring you have the proper resources in your knowledge base to address them. When a customer asks a question and receives no answers, it may encourage them to seek assistance from a support agent or worse, spread the bad experience to their friends, putting your brand in a negative light. You can prevent this by reducing the number of searches with no results or clicks. Using cognitive search engines, you can discover where you have knowledge gaps based on analytics and then provide agents with a one-click approach to creating relevant articles that fill them.
2. Make it effortless
You can help customers locate the data they need more urgently by employing chatbots or virtual agents. Chatbots use natural language processing (NLP) to grasp the context of the customer’s questions to provide the most pertinent information. As chatbots grow smarter with every interaction, they offer increasingly relevant answers over time and give more customized experiences. For example, if a customer wants to install an update for their software, a chatbot can link them to the download link based on data from their past interactions.
3. Invest in customer service and build your brand
Customers don’t desire to bounce between various websites and portals to locate answers when they require support. The most relevant results should be displayed at the top of the list, no matter where the content is stored in your enterprise. An intelligent search engine indexes company content from various sources and categorizes it. Thus, the system improves user experience by making knowledge discovery easier.
AI-powered self-service is the ace under your sleeve
Companies that provide self-service using AI, machine learning, and advanced cognitive search can better understand what their customers need today and what they might want tomorrow. AI-powered self-service enables you to provide the personalized support experience that your customers are looking for.
Companies that provide self-service using AI, machine learning, and advanced cognitive search can better understand what their customers need today and what they might want tomorrow. AI-powered self-service enables you to provide the personalized support experience that your customers are looking for. Companies that provide self-service using AI, machine learning, and advanced cognitive search can better understand what their customers need today and what they might want tomorrow. AI-powered self-service enables you to provide the personalized support experience that your customers are looking for.
