The rapid growth of artificial intelligence (AI) is transforming customer service in ways that were unimaginable just a few years ago. Customer care leaders are now rethinking their customer service strategies; the challenge now isn’t whether to adopt AI – it’s figuring out how to implement it effectively. Emerging AI tools are more efficient, reliable, and effective. But how do you even begin making a decision, and is there more to customer service AI than just the conventional chatbot?
Customer Service AI Tools: Beyond the Chatbot Hype
One of the most talked-about advancements in AI is the rapid growth in effective conversational or generative AI like ChatGPT. These systems have captured the imagination of both the public and business leaders alike. They can engage in conversations, generate creative ideas, and deliver personalized support.
However, while conversational AI is a headline-grabber, it’s not always implemented in the most effective way. For many companies, AI has become a buzzword. The pressure to adopt AI to appear modern and competitive can sometimes lead organizations to implement solutions like AI chatbots that seem impressive initially but are ultimately ineffective or too rigid for their specific needs.
At CC33, we’re implementing AI tools in a different way. We’re building them behind the scenes to help our advisors and contact centre support staff do their jobs more effectively and efficiently. According to PwC, 62% of employees say they expect AI to increase their efficiency at work over the next 12 months. AI isn’t just a customer-facing gimmick; it can be a powerful tool to revolutionise the way your customer service operates.
Diversifying Your AI Strategy
Implementing AI in customer service doesn’t have to mean simply deploying a chatbot on your website and hoping for the best. There are multiple solutions that can improve your customer service offering overall. Here are just a few of the ways we use AI at CC33:
Data Gathering and Trend Recognition
Customer interactions generate vast amounts of data, ranging from call recordings, reasons for contact, outcomes, and even satisfaction and sentiment. It’s a veritable goldmine of information on the people who spend money with a business and yet many brands are not making effective use of this data because they simply don’t know how.
Many businesses are tracking this information in outdated systems like spreadsheets and have no efficient method of parsing it without hours of manual work. AI can now do these things incredibly fast and effectively. With AI listening tools, the software can understand what is being said in a conversation and generate reports on trends and patterns that might otherwise go unnoticed.
For instance, keyword tracking can flag recurring issues or highlight emerging trends in product feedback. Sentiment analysis allows a business to understand how customers are feeling throughout the entire conversation and identify any patterns. By handing these tasks to AI, companies can quickly address problems, tailor their services, and stay ahead of emerging trends without having to pay for the labour of several data analysts.
Conversational AI for Advisor Support
These same features also allow AI to work behind the scenes to support human advisors. In fact, Forrester predicts that over half of successful AI projects in 2025 will be for employee support rather than customer support.
Imagine a system that listens in on live customer interactions and provides real-time help. The best customer service AI tools can suggest effective answers, automatically pull up context-specific information, and give reminders and advice. It can even help with more complex challenges such as tracking the pace of the conversation or determining when a customer might be vulnerable or need extra support.
This type of conversational AI acts as a virtual coach, equipping advisors with the tools they need to resolve issues faster and more effectively without risking putting the entire conversation in the hands of the AI. By reducing the cognitive load on customer service agents, businesses can ensure that every interaction is handled with confidence and precision whilst maintaining that human touch that customers expect.
Automatic Quality Scoring
One powerful application of AI at CC33 is automatic quality scoring. Because AI is capable of listening to a conversation and understanding what it hears, it is also capable of scoring for quality and compliance in real time. By feeding the AI keywords and phrases to listen out for, it can determine if an advisor is asking the right compliance questions and answering a customer effectively.
AI can analyse voice, text, and sentiment, flagging areas where service representatives excel or require further training. And, because everything is housed in one interactive system, reminders and refresher training can be scheduled immediately so you know your agents are never dropping the ball.
This reduces the need for manual scoring and allows us to record and score 100% of customer interactions. Traditionally, the number could be closer to 20-25% in most contact centres, or often even lower. But don’t worry; we haven’t replaced a very human process entirely with AI. Our quality team still works alongside the automatic system to ensure that it is accurate and up to date on all new processes. The result is not only a higher level of service consistency but also actionable insights that drive continuous improvement.
Partner With Experts When Implementing AI
Given the complexity and rapid evolution of AI technologies, many organizations are discovering that developing in-house AI solutions can be both costly and challenging. That’s why we recommend partnering with an expert like CC33 instead.
Hassle-Free, Expert Advice
One of the most appealing aspects of working with an outsourcer is that you can tap into their expertise. Outsourcing providers offer end-to-end solutions, from strategy and implementation to monitoring and optimization. They can assess your business needs and suggest which tools they think will have the most material impact on your operation, without the headache of having to navigate the minefield yourself.
Cutting-Edge Technology
Customer service outsourcers are often at the forefront of emerging technologies in the industry. They invest heavily in research and development to continuously improve their services for clients. This means they’re not only equipped with the most current and effective tools but have also done all the hard work of testing and deployment.
Protecting Brand Reputation
Implementing new technologies always comes with some level of risk. A poorly executed AI tool can lead to negative customer experiences that could damage a brand’s reputation. By working with a customer service outsourcer, businesses mitigate all that risk. Partnering with an outsourcer provides access to tried-and-tested AI solutions that ensure your customer service operations remain seamless during the transition.
Conclusion: AI Tools Don’t Have to Be Daunting
AI is no longer a futuristic concept. It’s a practical, powerful tool that is reshaping customer service across all industries. With rapid advancements in conversational AI like ChatGPT and a growing suite of AI applications, businesses have more opportunities than ever to improve their customer service operations. And, as AI continues to evolve, its applications in customer service will undoubtedly expand.
Yet, the rush to adopt AI can sometimes lead to hasty decisions. For businesses facing the daunting task of implementing AI, the message is clear: you don’t have to do it alone. Working with a customer service outsourcer can offer immediate access to AI tools without the associated risks of in-house development.
Learn more about some of our AI tools, or chat with us about how CC33 could help your business implement customer service AI today.
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