Customer Service Automation: Pros, Pitfalls, and Best Practices

Then, we’ll move on to some customer support automations to help your support reps skip repetitive tasks and become more productive. Another aspect of customer support automation is adopting a few processes that’ll improve customer experience. Such as, channels of communication, equipping agents with tools for efficient support, etc.

Opinion mining can also be used to analyze public competitor reviews or scour social media channels for mentions or relevant hashtags. This AI sentiment analysis can determine everything from the tone of Twitter mentions to common complaints in negative reviews to common themes in positive reviews. By training your chatbot, you can enhance the chatbot’s immediate responses. You also increase the likelihood of your consumers witnessing a self-service fix, ensuring that no one feels lost. We’re starting to see knowledge bases popping that are a bit more intelligent than your standard knowledge base. Agent Assist technology can often be found as part of a complete solution but doesn’t have to be.

Customer support without the wait

Customer service automation is a great way to speed up your support process. Support agents can automate their mundane and manual tasks and get more done quickly. Automation can help you design journey flows that can help customers get to what they need more quickly. That could be by altering the user journey on your website for specific demographics or simply letting them self-serve with the use of a customer support chatbot. CXA can help bring speed, clarity, and scale to critical parts of the customer experience, without sacrificing the human touch where it’s sought after. With this feature, incoming queries are auto-assigned based on support agents’ availability, in a round-robin manner.

• First, testing will let you stay up to date with your software and keep it running smoothly.
• To prevent issues with these three types of customers, consider maintaining a list of questions that you don’t allow to be answered by automation.
• People who prefer to remain independent and others who are annoyed by conversation may see human interaction as a chore, and lean more toward customer service automation.
• This is a concern, especially if you’re in the healthcare or financial services industry.
• Providing better customer service is the key to winning returning customers.

You can see an example of this in action within our support article on setting up call forwarding. Companies also see a wide range of use cases for customer service automation. For chatbots, ensure that conversational capabilities have high standards. Provide ways for rapid escalation to a live rep rather than leaving a customer in limbo. Live agents do their best but tend to develop a muscle-memory for customer inquiries.

Biggest benefits and risks of automating customer service

If they have a simple question or need a simple issue taken care of, automated customer service may be perfectly acceptable. One reason for this is that automation can produce an immediate improvement in your most important customer support metrics. AI chatbots are able to reduce resolution times by 30%, while response times and handling times see similar drops as well. AI and automated customer service are making customer service more convenient and personal by automating high-quality resolutions on consumers’ terms and empowering human agents to work smarter. The use cases for automated customer service seem endless, so we’ve pulled together the best opportunities for leveraging the power of helpdesk AI in customer service that we see today.

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