Delivering excellent customer services also means that satisfied customers can turn into brand ambassadors. Studies show that customers return if they are given consistently good customer services. And that they tend to give up on a purchase due to poor service. Or even switch to a competitor. Advanced call centre outsourcing services,inbound call centre have already raised the bar with consistent, swift, AI-powered support

1. Phykon.com

2. However, Artificial Intelligence (AI) can
bring in a technology-enabled
transformation that will:
assist the human agent
empower the customer service system
providing the excellent customer service
create the ideal customer experience

3. Customer expectations are increasingly rising:
 Technology and exposure to more products and
services mean there is a pressing demand for good
customer service.
 Customers interact in an Omni channel world with
advanced technology:
 Customers want seamless services across channels
— Inbound call centre services, messaging services,
live chat, social media platforms, apps and other
technology aided services.

4.  Delivering excellent customer services also means that
satisfied customers can turn into brand ambassadors.
 Studies show that customers return if they are given
consistently good customer services. And that they
tend to give up on a purchase due to poor service. Or
even switch to a competitor.
 Customers do not want legacy, outdated systems.
 Advanced call centre outsourcing services have
already raised the bar with consistent, swift, AI-
powered support.

5.  AI combines Automation and Intelligent services to
help achieve a level of efficiency, accuracy and
scalability that cannot be achieved with just
manpower.
 AI can be customized, tuned and trained to fit the
current business processes.
 AI-enabled customer contact centres enhance the
capabilities of a human agent.
 Human agents supported by AI bots are ideal for
the best customer service experience.

6.  Common queries raised by customers can be handled
by AI bots. While more complex queries can be
directed to human agents.
 AI capabilities such as NLP and Machine Learning
improve rate of first contact resolutions, shortens
average handling time, minimizes escalations and
reduces training costs.
 Intelligent systems suggest apt responses to human
representatives, route calls to the right agents, classify
customer support requests, increase the human
agent's productivity and extend the human agent's
capabilities.

7. Efficient self-service:
 Customers increasingly resolve issues on their own as a primary
step.
 AI can make customer self-service more streamlined and efficient.
 Customers look for fast, accurate answers that will help them
continue with their website visit or purchase.
 Providing intelligent self-service facilities will also direct customers
away from further seeking phone and email assistance.
 With AI's NLP and Machine Learning capabilities more relevant
answers can be laid out.

8. Seamless integration with other
channels:
 Customers shouldn't have to repeat
themselves.
 History of conversations with the customer
retained.
 Seamless transition is possible when
customers want to continue the conversation
with a human agent or on another channel.

9. Conversing bots:
 Customized, AI-enabled, real-time messaging
bot services provide customers with quick
and relevant responses.
 Automated responses to common queries will
cut down waiting time and help customer on
their way to their desired next step.

10. Intuitive:
 Offer apt solutions and choices based on customer preferences.
 Interfaces become more intuitive, fast and practical with AI.
 Fix issues even before they arise by offering links to articles or FAQ's
that would contain information the customer is likely to be interested
in.
 Machine learning allows the AI system to identify repeat issues.
 Identify customer patterns and preferences, and surprise your
customers with tailored solutions, promotional offers or intuitive help.

11. Uninterrupted service:
AI is not bound by holidays, weekend offs
or time zone constraints.
Virtual robots are available anytime to
address queries.
Eliminates wait time, offers prompt
resolution and prevents escalation.
AI prevents service disruptions.

12. Rerouting to the right agent:
 A traditional Interactive Voice Response (IVR)
system can be limited in its rerouting skills.
 AI can complement an IVR system by routing
a call to the right agent.
 Misrouting can lead to frustrated customers.
Prevent this with smart AI assistance.

13. Accuracy:
 Unlike humans who are naturally prone to errors, AI-
enabled systems are pre-programmed to perform with
efficiency, with no errors.
 Virtual robots can resolve common and recurrent
issues.
 AI systems get smarter with each interaction due to
machine learning.
 Virtual robots draw on a vast knowledge base to get
trained with each contact.

14.  Cost effective: AI reduces hiring and training
costs. Automated responses via chatbots
eliminate the need for numerous agents. This
cuts down on huge personnel expenses.
 Scalability: Handle unexpected volume hikes
without having to hire more hands. AI
systems handle more tasks that a single
human agent.

15.  Increase productivity: AI systems suggest the right
answer to human agents. They do not have to go
through manuals and interaction templates. Routine
tasks can be relegated to virtual assistants and they
can use this time saved to focus on more value-added
tasks.
 Reliability: No bias, no discrimination, no emotional
baggage (anger, aggression, annoyance, etc.), no
difficulties inherent to humans (illnesses, vagaries of
moods, social pressures, personal responsibilities,
etc.). AI systems can be programmed to deliver the
desired responses, build brand reputation and trust.

16. Real-time support through chat:
 Live chat is widely used to address queries while
customer browses the website.
 It doesn't intrude and is convenient.
 It can be compellingly personalised, thus,
influencing customer's perception of the brand and
can even prompt a quick sale.
 Chatbots are designed to have human level
conversational capabilities.

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