These days, AI seems to be everywhere and in everything — from our cars and refrigerators, to our food delivery services, sleep measurement apps, even our toothbrushes. It’s been called the holy grail of computing. But what exactly is AI?
Put simply, it’s a piece of code which derives its intelligence from existing data to solve problems and make complex decisions easier and faster. That makes it extremely useful in automating repetitive business tasks, uncovering opportunities for growth, engaging with customers at scale, and saving costs.
These benefits are very evident in the call centre scenario.
Gone are the days when customer support was perceived as a cost centre. Today, business leaders recognise good customer service as a way to differentiate their organisation, boost customer trust, and catalyse business growth. In fact, 78% of service agents say their company views them as brand ambassadors.
But to live up to these expectations, agents have to be empowered with the right tools. This is especially true in a COVID-19 world where the majority of service professionals (75%) say that managing case volume has become more challenging. Not only are they dealing with a rise in cases, but they’re also facing more complex cases with anxious customers who are harder to satisfy.
Here’s where AI-powered tools can help. They enable agents to be more productive, find answers quickly, deliver smarter recommendations, and make better-informed decisions. AI chatbots can also help customers self-resolve issues faster.
Here’s a look at how AI tools like Service Cloud Einstein can be used in call centres to optimise both employee efficiency and customer satisfaction:
Everyone wants a piece of the AI pie. But first, identify what exactly you want AI to do in your call centre. Then, determine whether or not the solution you select actually has those capabilities. If you aren’t clear about your objectives, then your agents will only end up with one more tool that isn’t really useful.
Some things to consider before you embark on your AI journey:
Salesforce’s AI offering, Service Cloud Einstein is specially designed to meet these criteria. It can be implemented quickly with minimum customisation and rapid employee adoption. The best part is that Einstein is built right into Service Cloud, your service channels, and your CRM data — which makes it super-easy to roll-out and use. Agents don’t have to toggle between multiple tools when talking to customers. With all AI capabilities they need on a single screen, agents can coordinate service requests much more smoothly, and deliver connected service experiences that your customers love.
We’ve only just scratched the surface of AI’s potential. As the technology grows more sophisticated, it will undoubtedly unlock new opportunities to improve both customer and agent experiences, as well as revenue growth.
Find out more about our AI offering, Service Cloud Einstein.
This post was originally published on the Salesforce IN blog.