Customer service is not a cakewalk. It is a difficult job and serves as the backbone of businesses. A balance between offering a great product and providing exceptional service is the sweet spot that allows a brand to grow, and earn the best return on investment (ROI).
Agent experience is the foundation of great support. When agents feel valued, they stay motivated, work with confidence, and solve problems faster. They build stronger connections with customers, creating better experiences with every interaction.
Companies invest heavily in customer satisfaction. They personalize experiences and strive to make every customer feel valued. But great customer experiences start behind the scenes. Agents need the right tools and support to perform at their best. When they have what they need, they thrive—and when agents thrive, customers win.
Predicting the future is no longer considered out of the world, or automating mission-critical tasks does not appear like magic. The new-age boom called Artificial Intelligence (AI) is doing wonders by executing the functions and helping businesses engage with customers better.
The power of artificial intelligence is such, that service managers are now forced to implement this futuristic technology to drive sustainable and exponential growth. This is because, at every stage of the customer journey, AI helps deliver stellar customer experiences.
The origin of customer experience (CX) as a differentiator can be traced to Japan during the 1950s. Before that, businesses and industries focused on meeting production targets and restricted themselves to fulfilling people's basic demands.
Brands are cautious about how they treat their clients. To help customers in their journey, brands rely heavily on automation apart from various other support tools.
Business owners invest in market research and lean on marketing tools that increase customer satisfaction levels. In fact, customer retention strategies determine who becomes a market leader. Not surprising to see that retention strategies constitute a lion’s share of your budget.
Automation helps businesses readily serve customers, resulting in a massive increase in their client base and return on investment (ROI).
Adding to the treasure trove of automation in OwlDesk by ThinkOwl, Event triggers allow you to speed up customer issues by automatically carrying out certain predefined actions. In the long run, the smallest action can enhance customer satisfaction.
On a typical day, an agent receives a myriad of customer tickets. Unfortunately, it is not always possible to manually extract, search, or sort these cases at once. And this calls for more profound, machine-assisted analysis, which can automate the process. Here comes Dispatcher AI.
Dispatcher AI, a functionality of ThinkOwl Software Suite, employs advanced AI capabilities to classify incoming cases to the correct categories and displays the performance of its classifications. The functionalities of Dispatcher AI:
Artificial Intelligence (AI) is a reality for many businesses, allowing them to take on complex issues with human-like problem solving abilities. More and more enterprises are switching to AI to streamline workflows and simplify case management (customer tickets) And why not? AI brings speed and precision that is apt to enhance efficiency and productivity.
One critical thought that is important to mention here is that the human factor will always remain relevant for a business, whereas AI can only supplement and assist humans. AI is not meant to replace human, rather a co-pilot that assists human agents to excel in their daily job. ThinkOwl’s AI Wizard is built following this logic – the core objective of this technology is to deploy intelligent mechanisms in handling customer cases and to supercharge customer service.
