To scale service and make it possible for agents to play a more strategic role in building customer relationships, agent teams must off-load their mundane, manual tasks. In fact, the research found that many organizations see AI as a key to automation that drives better agent and customer experiences. The research also found that 70% of agents believe automating routine tasks would allow them to focus on higher-value work. How does that work? Service organizations that are already using AI to empower agents are doing so in the following ways:
71% to pre-fill in the customer record with critical information required to serve the customer (such as, customer name, phone number, and so on)
81% to gather basic customer interaction information (preliminary case information when a customer first makes contact versus having an agent do this mundane task)
74% for case classification and routing to the right agent (that is, determine the nature of a case and route to the right agent)
71% for providing agents with guidance and recommendations as they handle cases
And what benefits have these organizations witnessed as a result of their use of AI?
And with respect to self-service, organizations are using AI to drive better self-service customer experiences. In fact, 75% use it to automate the handling of routine customer interactions (for example, self-service for resetting passwords, tracking orders, helping a customer set up a product they bought). The list is endless. You just need to evaluate those repetitive tasks and determine if AI is the right route for automation and/or assisting agents.
Another finding from the research is that organizations are using AI to provide service managers with insights into their organization's operations. In fact, 71% of service organizations with AI use it to provide management with operational insights like agent productivity and customer behavior across channels.