Why Top Support Teams Are Turning To AI Assistants For Success

    Why Top Support Teams Are Turning To AI Assistants For Success
    ”Audio Version”
    1:01

    The winds of change are blowing, and artificial intelligence is at the forefront. AI assistants have become an integral part of everyday operations in modern businesses. What was once a novelty is now the new normal.

    Across industries like healthcare, finance, education, and manufacturing, AI is transforming how businesses function and how we work. Customer support too is no exception. Support teams are embracing AI assistants to improve their efficiency.

    And why not? With adequate training, AI works with precision. It scales operations. It automates the routine. It thinks and provides solutions. It does all the heavy lifting. Ideally, AI assistants can interact with customers across various digital interfaces and generate quick and human-like responses. Due to which, support agents can focus on where it matters the most.

    There are various facets of AI assistants that create this magic. In this article, we discuss these aspects and explore why contact centers are turning to AI for success.

    Also read: Smart, Scalable Customer Engagement? That’s What CCaaS Does Best

    Beyond the buzzword: How AI assistants are reshaping customer service

    If you are wondering who is really answering that chat on your favorite website at 2 AM, then chances are, it is an AI assistant! They respond in a remarkably human-like way by accurately grasping your needs and offering personalized support. AI interprets human language, analyzes data insights, and automates workflows to complete a task.

    Natural language programming (NLP) and machine learning (ML) work their magic by enabling AI to understand humans and improve responses over time through continuous interactions. They are designed to handle routine customer queries, provide round-the-clock support, and eliminate the need for big support teams.

    According to Global Market Insights, the global virtual assistant market was valued at $4.2 billion in 2023 and is expected to reach $11.9 billion by 2030, with a CAGR of around 34%. This is not just a market trend; it is a testament to how businesses are looking for such intelligent AI tools to reshape customer service.

    Also read: AI Quality Management – Driving Customer Service Excellence

    Support agents' edge: Smart AI assistants to supercharge productivity

    Modern AI solutions are transforming customer support, and businesses are equally enhancing agent capabilities with advanced help desks. Now, let us explore AI assistants designed to internally empower support agents.

    1. Ticket assistants: A centralized platform such as a help desk offers a ticketing system to manage and track queries. A smart ticketing system categorizes and prioritizes tickets by analyzing their content and further routes them to the most appropriate support agent.
    2. AI-powered knowledge assistants: AI continuously analyzes customer conversations in real-time to empower agents with intelligent suggestions and the best next steps at their fingertips. It also compiles all the important documents, such as policies, product details, and relevant articles, in a centralized repository so that agents can access an always updated source of truth.
    3. Sentiment analysis tool: Ever thought you would be able to read your customers’ minds? With an AI-powered sentiment analysis tool, you can. By analyzing customer interactions across channels, you can understand how they feel about your brand, services, or the support you provide them. AI models apply ML algorithms to learn vast amounts of language data (collected from emails, chats, social media, etc.) to classify customer sentiments.
    4. Performance analytics assistants: This is an extremely important type of AI assistant in customer service operations to measure the performance of agents and AI bot systems. By analyzing interactions carried out by human and AI agents, key performance indicators (KPIs) such as average handling time (AHT), escalation rates, first contact resolution (FCR), etc. are tracked to determine how effectively and efficiently support services are delivered.
    5. Multilingual bots & real-time translation assistants: Customers speak different languages while seeking support, but a multilingual bot bridges this gap and helps support agents understand diverse languages. The bot translates customer queries in real-time, ensuring there is clear communication during customer interaction and efficient resolution of queries.
    6. Intelligent suggestions: The AI records all customer communication histories. When an agent works on a new case, the AI suggests actions taken in similar past cases and offers a list of pre-saved responses. And when a query is complex, the intelligent suggestion feature suggests expert agents who can guide and collaborate with other agents to help them solve complicated tickets.
    7. AI summarizer: The AI summary generator is becoming an increasingly essential tool in modern customer service. Agent productivity is crucial as interaction volumes soar, and so an AI summarizer assists an agent by automatically compressing lengthy customer conversations into concise summaries. This enables agents to quickly grasp the context of a customer query instead of digging through pages of customer messages.
    8. AI-driven answer generation: Powered by Generative AI, the AI-driven answer generation feature uses advanced large language models (LLMs) to automatically draft personalized responses. The system understands the context of a query, analyzes the customer’s conversation history, and refers to knowledge bases to craft a tailored response and reduce an agent’s efforts.
    9. Intelligent automation of repetitive tasks: There are various tasks while handling customer queries that occupy your agents’ time. Intelligent automation in helpdesk software uses AI to automate numerous routine and manual tasks. By taking care of monotonous and low-skill tasks, this tool allows agents to focus on high-value work and boost their overall productivity.

    Businesses are today constantly battling service inefficiencies and complicated workflows due to an increase in customer support demands. AI assistance is giving businesses a strategic advantage to not only transform customer service but also empower their agents. OwlForce helps you strike the perfect balance in human-machine interaction.

    Improve customer communication with conversational AI and deliver personalized support with AI-enabled features. Explore solutions by ThinkOwl, and feel free to book a demo!

    You might also be interested in...