First-generation bots are a thing of the past. It is time for the virtual agent to perform sophisticated actions — like checking on the status of an order, changing a delivery address, and more — to fully automate complex processes end-to-end.
Automation has become a crucial asset in alleviating the workload and enhancing the availability of client support teams. Thanks to the increasing prominence of conversational AI, exemplified by platforms like ChatGPT, the perception of bots has shifted positively, shedding their former negative associations.
Today, automation plays a pivotal role in optimizing workflows, allowing support teams to dedicate their expertise to more complex tasks where their specialized knowledge is indispensable.
By automating responses to common customer inquiries and resolving frequently asked questions, support agents can redirect their efforts toward endeavors that demand deeper analysis.
Furthermore, automation facilitates the collection of essential customer information before escalating inquiries, providing agents with invaluable context to expedite issue resolution and reduce the cost per interaction. Through the utilization of AI, the precise intent behind customer queries can be discerned, resulting in automatic routing of inquiries to the appropriate department and thereby decreasing resolution times. Additionally, automation enhances support tickets by appending tags and labels or prefilling details, alleviating agents from repetitive, manual tasks.
A wide array of brands, from industry giants like Gorillas to customer-centric platforms such as GetYourGuide, have embraced our advanced solution to manage support requests across all text-based communication channels. This includes chat, email, social media, and messaging apps.
Each tailored solution seamlessly integrates with a company’s existing technological infrastructure, enabling the virtual agent to interact seamlessly with their helpdesk, CRM, and backend systems. This capability allows the virtual agent to execute complex actions, such as order status checks, delivery address modifications, and account information updates, thereby fully automating intricate processes from start to finish.
Behavioural data feeds conversations, makes them empathetic
Utilising CRM and backend integrations, which establish connections between various programs and enable secure data exchange, the virtual agent seamlessly retrieves customer information from these systems. This includes personal details, past order history, and even instances of abandoned carts before payment. Moreover, conversations can be customised based on specific scenarios, such as whether a customer is logged in or not. This level of personalization enhances the overall experience, fostering a sense of empathy and understanding.
However, in the case of intent-based AI solutions, where the AI model is trained to understand various ways customers might inquire about order statuses or address issues like damaged items, the true essence of empathetic conversation lies in human-centred design. Thoughtfully crafted dialogue flows that prioritise the customer’s perspective are essential for delivering empathetic experiences that yield tangible business outcomes.
Omnichannel complexity in conversational AI
Delivering an omnichannel experience is paramount to meeting customer expectations, yet it poses challenges for support teams. The proliferation of channels results in an influx of tickets, necessitating a strategic approach from customer service departments to avoid overwhelming agents with higher request volumes. Identifying the platforms preferred by customers and soliciting their preferred interaction channels is crucial. Prioritizing the automation of the most popular channels streamlines operations.
Consider a scenario where a customer initially sends an email, then utilizes a chat widget to seek self-service resources, and finally resorts to social media if their issue remains unresolved. This sequence generates three separate support requests in your helpdesk, highlighting the importance of ensuring agents possess a comprehensive understanding of all customer interactions with your brand.
From a technical standpoint, varying methods are required to authenticate users across different channels, particularly when handling sensitive customer data. Additionally, communication styles differ across platforms; while it’s common to omit a sign-off phrase in WhatsApp messages, it’s unusual in emails. Consequently, a central challenge lies in creating automated experiences that align with the brand identity across communication channels while delivering seamless customer experiences for those transitioning between them.
