Senior executives often have assistants to handle routine tasks, freeing them up for more strategic problem-solving that keeps the business running smoothly. It’s useful to think of chatbots in the same way.
Chatbots tackle problems like password resets and arrival times, tasks that don’t require the soft skills and experience of an agent, but still require their energy and dedicated time. For example, let’s say a customer asks a simple question about a delivery time over chat. AI can quickly answer a question like that, freeing up your agents to focus on building deeper customer relationships. The more time AI saves for your agents, the more time they have for the kind of complex problem-solving needed for unique or delicate cases that keeps customers satisfied and loyal.
If your company is just beginning to invest in AI, the first objective should be to automate your agents’ routine tasks and delegate frequently asked questions to a chatbot with AI. The following tips are good to keep in mind when designing your initial AI implementation.
Personalize every greeting. You train customer service agents to be friendly, greeting customers by name and often recognizing their status or tier of service. Your AI interface can do the same thing. You can program chatbots to pull in values like “First Name” for customers who are already logged in, ensuring bots greet them by name in a friendly and natural way. It’s useful to think of chatbots as an extension of your customer service organization. They attend to your customers’ individual needs and let them know that they’re valued even when agents are busy helping other customers.
Move from static to conversational. Most customers don’t want to fill out a static form online and then wait 24 hours to get a response. When your chatbot dynamically asks different questions based on inputs from the customer, it creates a more engaging experience than staring at a static form. Additionally, serving customers this way means your chatbots collect the initial information that sets the stage for rapid resolution of issues if the call is escalated to an agent. All the initial questions have already been answered and served up in a console to provide context for the agent.
Create interactive FAQs. Instead of prompting your customers to go to an FAQ page on your website, let chatbots bring the answers to your customers. Load your top-level FAQ questions — including any follow-up questions and their corresponding answers — into your AI interface. With natural language processing (NLP), chatbots recognize language as it’s used in everyday interactions, making it easy for your customers to get answers.