You know you need AI…but how do you make sure it’s effective? Companies that use AI to enhance customer and employee support often see improved efficiency, lower operational costs, and enhanced customer satisfaction. But choosing one vendor from the hundreds on the market, then implementing it effectively, can be a daunting process. So, here are three strategic ways to implement an AI platform for maximum adoption, ROI, and efficacy.
1. Choosing the Right AI Platform
There are lots of AI vendors out there. Starting your search with a few priorities in mind will help narrow down your options. It’s about finding a partner, rather than just a product.
Prioritize Customization and Scalability
Every business is unique, and an AI platform should be flexible enough to meet your team’s specific needs while scaling as the business grows. Vendors that offer customizable solutions—like flexible deployment, custom integrations, and omnichannel capabilities—help ensure that their AI platform actually fits your needs.
This avoids the risk of overpaying for an unneeded solution, helps maximize your ROI, and also lays the groundwork for more growth later.
Evaluate Ease of Implementation and Support
Ease of implementation is often one of the top priorities for organizations investing in AI. Vendors should offer comprehensive support during the onboarding process as well as ongoing assistance to maximize adoption. An AI platform that is difficult to integrate can delay benefits and frustrate employees, reducing overall effectiveness.
Consider Vendor Reputation and Expertise
The reputation of an AI platform vendor speaks volumes. Vendors with a wealth of experience in deploying AI solutions in your industry can help you avoid confusion, errors, and implementation delays. Reviews, case studies, and privacy compliance regulations can help you assess whether a vendor is reliable.
2. Prioritizing Employee Training and Adoption
Implementing an AI platform is not a one-time event. Continuous training and change management help ensure that employees are comfortable adopting new tools and that businesses get the most bang for their buck.
Promote Training Programs
As work processes evolve, so should your employees’ skills. In addition to launch training and implementation guidance, regular training webinars or articles can help bridge the knowledge gap and empower employees to make the most of your new AI platform.
Encourage Active Adoption
Active adoption involves more than mandatory training sessions. Engage employees by demonstrating how AI can simplify their daily tasks and save time. For example, Capacity’s Autopilot deflects 90% of emails from your team’s inbox—without them ever reading one. How much time would that save?
Highlighting the professional benefits of AI can increase enthusiasm and usage. Encouraging feedback from employees can also lead to improvements in how the platform is used.
Foster a Culture of Continuous Improvement
AI platforms use analytics to offer guidance on refining business strategies. Encouraging a culture that values continuous improvement and innovation can help businesses stay ahead of the curve—or even scale. Employees should feel motivated to experiment with new uses for the AI platform, thus driving further optimization and growth.
3. Strategizing the Customer Experience
A primary goal for many organizations using AI platforms for support is to enhance the customer experience. This requires a strategic approach aligned with customer service objectives.
Implement Omnichannel AI Platforms
Customers today expect seamless experiences across multiple touchpoints. AI platforms can support omnichannel customer service by integrating various communication channels, such as chat, SMS, voice, email, and helpdesk. However a customer reaches out, your AI platform for support should be able to help.
Plus, by using just one platform to integrate all these channels, businesses can eliminate spending on point solutions and actually lower costs while investing more in AI.
Leverage AI for Personalization
Customers want to feel like businesses understand and care about them. In fact, 80% of customers expect a personalized experience and prefer companies that offer one. AI platforms like Capacity use practical and generative AI to offer personalized, context-aware interactions, by:
- Remembering customer conversation history and context
- Leveraging customer sentiment to tailor support to their needs
- Analyzing interaction success to create better experiences over time
By personalizing your customer support interactions with AI, you can improve CSAT and CX while offering more efficient support at scale and reducing overall costs.
Use AI to Predict and Solve Customer Issues
To maximize your overall success with a new AI platform solution, choosing the right vendor, fostering employee engagement, and improving CX are three proven strategies that help. With these priorities in mind, businesses can harness the full potential of their new solution, achieve maximum ROI, and scale their strategies in ways they never thought possible.
The right AI platform should benefit both customers and employees. So what are you waiting for? Join the AI future today and learn more about enhancing your contact center with AI with our guidebook, The Future of AI for Contact Centers.
The Future of AI for Contact Centers
Discover:
- The different types of AI
- A framework for applying support automation
- Tips for choosing solutions