AI can automate many back end processes into easy-to-follow guides that staff can execute without the hassle of seeking the help of others.
Connects knowledge at the right time to the person who needs it
Remember trawling through internal databases and not finding what you’re looking for? You’re sure you saw it in this one specific folder just a few days ago. Maybe it’s been moved or deleted, how would you know without shyly badgering your IT staff?
Chatbot help desk automation is one of the AI forms with… not the best reputation. It left a bad first impression to many, and sadly, that impression stuck with them through the years. But we can’t emphasise this enough: technology is evolving and advancing, and so are those chatbots we all used to hate.
Nowadays, users can hardly tell if they’re talking to bots or people tasked to copy-paste spiels to solve others’ problems. With the use of this technology, your employees can quickly search for the answers they need without spending too much time on it.
And, these chatbots are available to serve you 24/7.
Reduces call handling time
Customers hate waiting.
A survey by Click Software on customer attitude revealed that 35% of customers stopped doing business with some of their favorite brands after a single instance where they had to wait too long for their customer service representative to get to their concerns.
To remedy these kinds of problems, customer service agents are provided with more training, and yet this doesn’t seem to be enough to significantly reduce call handling time.
With new capabilities to automate knowledge discovery, handling times will be drastically reduced, and customers can quickly get the answers they need.
The graph below shows that switching to AI for customer service needs results in a massive annual cost saving:
Improve data quality and call assignment
How many times have you called a call centre, only to be left on hold or bounced around different departments and specialists? Unfortunately, it seems par for the course for call centres. But while it’s common, does that mean we should settle for that kind of service?
Of course not.
There are always ways to improve flawed processes, routine as they are. Automating service centres can improve data quality and help direct a call to the person or department that can actually resolve your enquiry.
“By using a call centre AI software, you can look at 16 months worth of data to see what the most common call-in topics were and why customers are calling. This helps you to better prepare your agents for the calls that they are most likely to receive,” said Jafar Adibi, head of AI at Talkdesk, which is a provider of cloud-based software for call centres.
The bottom line is that implementing AI vastly improves employees and customers’ experience whenever they need help.
Rajiv evangelizes IT Best Practices encompassing the entire IT Value Chain and help organizations enhance their Digital Maturity. He works as an Independent Consultant & Accredited Trainer based out of India and has been conducting Live
ABOUT THE AUTHOR
Rajiv K Dua
Digital Transformation Consultant & Trainer – ITIL, COBIT, DevOps, Agile, BRM, SIAM, Cloud, Lean IT
Virtual and Class-room based workshops across the globe on multiple IT Best Practices namely ITIL, COBIT, Agile, DevOps, BRMP, SIAM and Cloud Service Management and shares his experience of having worked as a Leader & a Practitioner in multiple Global IT Service Providers, Multiple Global End User and Consulting & Training organizations.
He is a regular speaker at various industry forums including ISACA, IAOP, itSMF etc. and also publishes articles on IT Best Practices.
Email id – [email protected] - https://www.linkedin.com/in/rajivkdua
technology and global IT best practices experience.
Performed leadership roles in multiple global IT Service Provider, End-User and IT Best Practice Consulting & Training Organizations.
Conducted multiple thousand certification & customized workshops in India & abroad for Top-Middle Mgmt & Practitioners for clients like Accenture, E&Y, IBM, Capgemini, Cognizant, Dell, Wipro, HCL, EXL, ANZ, World Bank, Airtel, Uninor, Colt, MTS, Ericsson, Ford IT, Volvo IT, Ranbaxy, Unilever..
Conducted multiple thousand certification & customized workshops in India & abroad for Top-Middle Mgmt & Practitioners for clients like Accenture, E&Y, IBM, Capgemini, Cognizant, Dell, Wipro, HCL, EXL, ANZ, World Bank, Airtel, Uninor, Colt, MTS, Ericsson, Ford IT, Volvo IT, Ranbaxy, Unilever..