Ushering in a New Era for Customer Service With Conversational Automation

Published on :June 01, 2021
By :Vanita Arora

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” – Steve Jobs, Co-founder, chairman, and CEO of Apple.

While getting close to your customers sounds simple, it can be a humongous task for organizations that have a massive audience base. Can you imagine getting in touch with every customer and understanding their expectations? Even if you conduct surveys and feedback, are they comprehensive enough to provide decisive inputs that would hold for all? 

You cannot, no matter how smart your support team is or how well they perform. Although customer experience can be very hard to gauge, you cannot overlook it. Modern buyers have multiple choices at hand. If you fail to match their expectations, they will quickly switch to a brand offering better customer support. 

Recent research from PwC indicates that 32% of customers will switch from a brand they like after only one single bad experience.

The idea is to think out-of-the-box and embrace innovation with customer service since you cannot excel in the competitive market with the same old mindset. 

Consumers have sky-high expectations of their buying experience, in addition to the product itself. The quality of your interactions has a lot riding on it, and it can make or break your market reputation. 

The use of technologies like AI and automation can do the trick. 

It becomes vital to explore the concept of conversational service automation (CSA)because it harnesses the power of both these technologies and a lot more.

Going the Extra Mile with Customer Service

Customer service defines the relationships brands create with the buyers, even after selling a product or service. For service-based industries, contact centers are the pillars—whether it’s about query resolution, technical support, or even general camaraderie. Enterprises cannot rely on human agents solely for managing hundreds or thousands of calls every day. 

They have to leverage artificial intelligence for going the extra mile with conversational interactions. Apart from AI, they need to embrace technologies like process automation, chatbots, real-time monitoring, and biometric security to elevate user engagement levels. 

A combination of these technologies can go a long way in creating a personalized brand experience for the customers, resulting in enhanced satisfaction. Moreover, a holistic approach that blends human skills with AI and automation to listen and understand caller expectations can make your brand stand apart.

Understanding Conversational Service Automation

Now that you know the role of automation in transforming customer service, it will get a tad bit easier to understand what conversational service automation is all about.Essentially, CSA brings together conversational analytics, data analytics, robotic process automation, voice bots, IVR systems, and customer feedback history. 

All these elements operate together in real-time to optimize conversations between the callers and contact center agents. Some benefits that CSA serve for your business include:

Automate Multiple Processes

Typical call center operations involve multiple processes that may or may not need human attention. Leveraging automation ensures that live agents need not worry about repetitive tasks like reading through every email and listening to all the calls. It boosts efficiency, lowers costs, and keeps the agents free for handling critical tasks.

Personalize Customer Experiences

Customers expect a lot more than cookie-cutter interactions, and CSA covers your business on this front. Conversational AI is capable of understanding every customer, their biases and challenges and offering customized solutions and query resolution. It has tools for collecting and analyzing historical customer data to get valuable insights and even build buyer personas.

Lower Query Response Time

As callers look for instant gratification, you need to prioritize the quick resolution of queries. CSA has got you covered here as well. Since you expect queries from multiple channels like phone calls, email, social media, website chat, and review sites, AI tools make it easier to streamline and categorize them. With all information in one place, you can make quick decisions and resolve caller concerns instantly.

Augment Agent Capabilities

With remote work becoming a norm, agents may need some help to manage calls away from office. Conversational AI goes a long way in augmenting their capabilities with knowledge bases, alerts, insights, and notifications that help them do their jobs better even as they work from home. Additionally, it offers instant real-time support for agents if they go off the script or fail to share a critical piece of information with the caller.

Enhance Decision-making

Despite their best efforts, human agents are prone to making errors during conversations. However, CSA provides software tools that essentially eliminate any error points. Furthermore, conversational AI can assist humans with better decision-making. They provide an unbiased context for problems so agents can see the bigger picture and come up with a feasible solution.

Boost Revenues and Bottom-line

CSA makes a smart investment for a business because it boosts its revenues and bottom-line. The solution cuts down customer service costs by reducing dependence on human agents. Moreover, improved service translates into more loyal customers. Your business ends up with higher retention as well as the advantage of word-of-mouth marketing.

Letting Automation Handle Conversations! 

All interactions between a business and customers are conversational, whether they happen through the website, mobile app, social media, chat, voice calls, or IVR. Conversations get complex when customers engage across multiple channels, and letting automation handle them is your best bet. 

But while automated digital agents may resolve issues in real-time, the system should allow them to hand it over to a human when needed. 

The best approach would be to find a platform designed for typical contact center needs so that you can consistently provide top-notch customer service. An ideal solution is capable of doing it all—from listening to conversations in real-time across diverse channels to taking appropriate automated action to address the queries and issues of the caller. CSA is a worthy investment for any business that wants to stay at the forefront with exceptional customer service. 

The Takeaway

Conversational service automation is no longer a futuristic investment for businesses; rather, it is the need of the hour. Unless you implement a solution that empowers your call center with CSA right now, you will lag behind competitors because most of them are already transitioning. 

The sooner you do it, the better it will be for your business. So, it makes sense to find a technology partner you can rely on for implementing AI and automation in your customer interaction platform. Look for one with the right tech expertise and experience working with organizations similar to yours, and you are good to go!

Vanita Arora
Vanita Arora

Vanita Arora is a marketing enthusiast associated with Servetel, a prominent cloud telephony service provider. Being greatly in love with music & traveling, she has always been fascinated with technology.

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