An Introduction to AI Customer Experience
Customer Experience Automation (CXA) uses technology to automate and enhance customer interactions and services, providing personalized, efficient, and consistent experiences across various communication channels.
AI customer service has transformed the once-frustrating and manual customer support process. Gone are the days of long wait times and disjointed experiences. Now, customers enjoy prioritized, efficient service without the traditional hassles.
For the agent or representative on the other end of the call, frustration was part of the job. Tasks were often repetitive, tedious, and time-consuming—if you were lucky. If the customer issue was complex, you could find yourself “at sea” in trying to get answers from prior experience. Information was siloed, and communication gaps prevented the timely sharing of needed information.
AI Service Experience to Reduce Customer Friction
In the day of AI agents, customers expect a superior service experience and fast resolutions to their problems and requests. Organizations were eager to reduce bloated costs in the customer support organization. With low customer satisfaction, high contact center costs, and a lack of self-service, the situation cried out for automation to rescue customers and agents from Frustration Island.
Early efforts at automating customer experience often ended up in a comedian’s stand-up routine. People might find themselves communicating with a mechanized entity, a primitive bot with limited language capabilities, that misinterprets spoken words or intent. The bot might offer only opaque, scripted, and inaccurate responses. Frustrated customers would raise their voices, feeling a little foolish and even guilty for shouting at a bot.
Why Automating Customer Service Improves Experience
Before the AICX could change meaningfully for the better, companies had to realize and acknowledge that Customer Service was not a banishment, a necessary evil, or a chore, but an opportunity to build and strengthen the relationship with that customer. Automation offers a path to relieve the frustration and tedium that afflict the customer service agent and meet customer inquiries promptly. Measures of customer satisfaction could become a positive barometer of progress rather than numbers to be dreaded.
Because customer service was once viewed as a cost center, it didn’t receive the attention it deserved as a vital investment. But generative AI technology that leverages machine learning, natural-language understanding (NLU), and natural language processing (NLP) has now matured to help analyze customer sentiment and customer feedback at a scale, precision, and speed that humans can’t equal. They enable the gold standard of self-service, automation of complex tasks, and shortened response times.
Automated Customer Service: Aisera’s Comprehensive Solution
Digital transformation has been the catalyst for elevating the customer experience. Companies could not invest in AI to automate repetitive workflows and tasks in IT and Customer Service. They could improve the CX with automated customer service and conversational self-service while speeding up the remediation of requests and resolution of tickets.
Aisera’s cloud-native AI Customer Service fits enterprise hybrid and multi-cloud environments and uses behavioral intelligence to handle repetitive requests and tasks, as well as complex workflows. This scalable service automates Customer Service requests, cases, tasks, and actions across Support, Sales, Marketing, and Finance. It works with Salesforce, SAP, Oracle, Zendesk, and ServiceNow to rescue customers from Frustration Island and deliver an exceptional end-to-end customer experience.
Conveniently available over the omnichannel with full support for voice, chat, and text, Aisera uses Conversational AI, NLU Search, and unsupervised NLP to speed ticket and request resolution. By automating responses to customers and enabling self-service, Aisera boosts CSAT and NPS scores and rescues customers from Frustration Island.
AI Service Experience Guarantees Immediate Results
Customers using Aisera’s AI Customer Service experience significant improvements in major customer service metrics and KPIs by automating 50-70 percent of customer service requests and support cases, leading to 80 percent MTTR and increased CSAT/NPS scores up to 50 percent. All while lowering costs up to 90 percent through automation and self-service. Machine learning, NLU, and NLP can help analyze customer sentiment and customer feedback at an unprecedented scale.
Thanks to Conversational AI (AI-powered chatbots) and Conversational Automation, answering customer questions is scalable, fast, and easy. This seamless automation allows service agents to focus on higher-value work while enabling self-service for repetitive requests like order status and cancellations, order refunds, and loyalty program status.
Leveraging conversational AI in banking, insurance, healthcare, and other industries with a large amount of customer service queries has become very common these days to improve customer experience.
Aisera’s conversational AI platform and Agent Assist let companies auto-classify, assign, and route tickets to the right agents with 80-90% accuracy. It solves the problem of having agents manually classify and triage tickets in a large volume. It solves the problem of siloed information by allowing agents to see how similar tickets were solved in the past or get guidance on recommended solutions. Request a free AI demo for Aisera’s customer service platform.