In previous articles, we've talked about how conversational artificial intelligence arrived to improve customer service, but one thing we haven't delved into is the large number of benefits it offers within companies. Keep reading and you'll find out what we're talking about.
Customer service with artificial intelligence has two aspects:
Front: is the attention that companies provide to their external customers. Here you ensure that you provide users with empathetic, fast, and personalized experiences. In addition to:
- Continuous availability: through 24/7 availability.
- Immediate answers: eliminating long wait times.
- Consistent and accurate care: reducing the chance of receiving incorrect or contradictory information.
- Customizing the service: with each interaction, they learn more from the customer, allowing them to offer hyperpersonalized recommendations and solutions.
- Fast resolution of common problems: streamlining the customer experience.
- Less frustration: by eliminating the need to repeat the same information multiple times and reducing wait times, customers experience less frustration.
- Longer battery life: customers get the information they need on their own, without having to rely on the intervention of a human agent to solve simple queries.
- Multilingual support: facilitating communication for clients from different regions and linguistic backgrounds.
- Proactivity: virtual assistants can anticipate customer needs and offer proactive suggestions based on their previous behaviors and preferences.
- Access to up-to-date information: which helps them to make informed decisions.
All of this translates into greater loyalty to the company and greater customer satisfaction, but we were already clear about this, right? If you want to go a little deeper into this topic, we recommend that you also read these contents:
The key to better connecting with your customers
The Immediacy of AI + Human Empathy
Natural language processing in customer service
Now it's time to go a little further in the second aspect of customer service with artificial intelligence: Back, that very important part that for many people goes unnoticed.
We are constantly thinking about how to generate more revenue, how to do more with less, how to make our customers happy and how to get them to buy more from us, but there is a very important resource that is the internal customer. That character who becomes the main fan of your company and who becomes an indirect but efficient seller of your products and services.
Thanks to conversational artificial intelligence, this internal customer can also access a multitude of benefits and tools that will make them more effective and efficient in their work, expand their knowledge and generate a closer relationship with the company. Some of these benefits are:
- Quick access to unified, real-time information: There is nothing more tedious and uncomfortable than having an annoying customer online and making them wait because you need to consult information with 3 other departments. Conversational artificial intelligence offers your team the ability to access the necessary information quickly and, based on that understanding, provide the right service. Knowing basic data, purchasing behavior, laws applicable to each case, previous inquiries and recommendations gives your team the necessary machinery to face the battle of customer service with all the weapons and the shield necessary to succeed.
- Handling large volumes of queries: offers the possibility of handling multiple queries simultaneously without compromising service quality, which is especially useful during peaks of high demand.
- Employee Care Voicebots: caring for employees is crucial to boosting both productivity and well-being in the work environment. To optimize and accelerate this process, conversational AI can also become a powerful internal communication tool to provide quick and accurate answers to the questions and needs of your agents in a very efficient way. These chatbots or voicebots are adapted to the specific context of each company, aligning with its corporate culture and values. In addition, they are able to learn particular details and business logic relevant to conversations.
- Extraction and summary of information: you don't need to put your human agents in the task of listening to hundreds of calls, these models are able to accurately identify and extract data from recordings, allowing them to process large volumes of information quickly and efficiently. In addition to providing them with key data in a precise and concise manner, they can also classify and label information, making it easier to identify relevant patterns and actions that will allow other departments to take concrete actions to improve your internal and external strategies.
- Multilingual capability: this not only helps your external client, but also your internal client, since you can count on talent anywhere in the world and train your agents in different languages.
- Analysis of employee sentiments and opinions: yes, from the employees! Get to know the Mood of your team is essential to maintaining a healthy and productive work culture. With AI, you'll be able to collect, analyze and extract valuable information from your customers' interactions and feedback to employees, helping you better understand the mood of your workforce and make more informed human resources decisions. In the end, if your employees are happy, we assure you that your customers will be happy too.
- Automation of internal processes: Requesting information from human resources could be made easier with the implementation of conversational AI.
- Training: chatbots or voicebots can provide online training, answer questions about internal policies, and help with the resolution of technical problems. This frees up time for teams to focus on more strategic tasks.
You have the possibility of having a conversational assistant capable of giving you all the information of your internal and external customer just by asking. The impact that this technology can have within an organization is not only due to the service, but to providing a satisfying experience with 360° reach.
In the end, with artificial intelligence, you can have a more focused and focused team that will help you take your company to new horizons. Happy teams = happy customers.
