How to Use AI Answers for Customer Support

If you think today’s customers solely want support experiences live via phone; think again. What today’s customers want is a fast, easy resolution of their issue. And they want to do it on the channel of their choice. 

These rising customer expectations mean that brands need to offer support across channels – and fast. In order to maintain quality and stem rising support costs, many businesses are smartly turning to AI to increase deflection rates and support agents. 

AI answers can improve customer experience (CX) and keep support desks running efficiently. Here are the top three ways they can be used for customer support. 

Chatbots Deliver AI Answers Quickly

As chat tools have become more commonplace, customers are increasingly comfortable using them to get quick and easy answers. In fact, studies show that 58% of customers have used the tech for simple customer service. 

Chatbots that deliver AI answers can more quickly handle customer support needs. They pull from a business’s knowledge base, ensuring replies are always up to date and the experience is consistent. 

What do AI answers look like in action? AI-powered chatbots can answer many of a business’s most common questions, like order status, password reset requests, etc. Capacity’s chatbot can handle 90% of routine support requests via personalized, context-aware interactions. 

Importantly, chatbots deflect tickets away from Contact Center agents. Improved deflection rates, mean agents don’t have to spend all of their time handling routine, monotonous questions. Instead, their time and energy can be dedicated to higher-level support needs.

Clear Email Inboxes

For support teams who are buried by the weight of their email inboxes, AI answers can alleviate the burden by quickly answering questions and deflecting tickets.

Here’s how it works: 

• Generative AI can read and respond to incoming emails before your team ever sees them. 
• Tools like Capacity’s Autopilot pull insights straight from a company’s knowledge base to generate responses to incoming emails.
• Human team members can approve pre-written response or they can be sent automatically

With AI answers for your support team’s email inbox, you can reduce response and resolution times. And with quicker, more helpful responses, customer experiences improve. 

AI Answers with a Voice

While more and more customers adopt self-service tools like chat and email, some still prefer to pick-up the phone. It may come as a surprise, but AI answers can help on voice channels too. 

Virtual voice agents can now greet your customers with natural language, capture intent, authenticate, then enable self-service or route to the right live agent depending on intent.

With AI-powered virtual voice agents, your team can not only increase deflection rates, but reduce support costs and drive down average handle times. 

Empower Agents with Answers

Once your support team is humming and deflecting tickets with AI answers for email and chat, you might wonder if there is still a role for agents. That’s an enthusiastic YES from the team here at Capacity. When it comes to complex support, sometimes only an agent will do. And AI answers can make them more helpful. 

When agents are helping customers with complex issues, they need quick access to accurate information. AI answering tools, like Capacity’s Answer Engine®, can scour your organization’s knowledge base and provide your agents with the assistance they need to resolve issues with the most recent data available. 

With easy-to-access information agents can reduce average handle time and be empowered to improve first contact resolution rates. Improved metrics are a win for agents and it makes for a better experience for customers too. 

What can AI Answers Do for You? 

These self-service and agent assist suggestions for using AI answers are just the start. With the right tools, your team can transform your customers’ experiences and improve the metrics that matter most for your support team. 

Ready to learn more about how AI answers support your business? Check out our Contact Center guidebook. 

The Future of AI for Contact Centers

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• The different types of AI
• A framework for applying support automation
• Tips for choosing solutions

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