Tech can support customer experience teams not replace them

Technology Should Support Customer Experience Teams, Not Replace Them

Many people have a complicated relationship with technology. They depend on it every day and appreciate all of its benefits, yet they’re also worried it will take their job at some point. In fact, one study found that 81% of people are hesitant to use artificial intelligence (AI) at work because they’re afraid it will replace their job. At the same time, 72% of people surveyed said they understand that the point of AI is to eliminate repetitive, simple tasks at work, so they can focus on more interesting tasks. And that’s 100% correct, as AI in customer service is meant to help customer experience teams—not replace them. Here’s how AI does that.

AI lets customer service teams focus on more complex tasks.

For customer experience teams, much of the day is spent answering the same questions over and over. For example, customers often ask about office hours, location, eligibility, and other basic information. These questions are important; customers need and deserve accurate answers to them as soon as possible. But they’re also not so complex that a busy employee needs to be on the other side of the computer answering them. This is where AI for customer service comes in.

Simply adding a chatbot to the company website to answer these questions can greatly reduce the customer experience team’s workload. As a result, employees can spend more time on tasks that are too complex for technology to handle and require a human touch. In this way, employees and AI work together to improve the customer experience.

For example, Capacity offers chatbot functionality to get the most common questions answered within seconds. But any time the chatbot can’t answer a question through AI, Capacity’s LiveChat feature comes into play. With this functionality, the platform can recognize when the AI-powered chatbot doesn’t know the answer. At this point, it quickly escalates the question from level 0 to level 1 support so an employee can answer it. The transition is quick and seamless, bringing in human support when AI can’t complete a task alone. This kind of cooperation proves that AI and employees are complementary, not in competition with each other.

Workflows enable teams to be productive and efficient for a better customer experience.

The most important part of any job is ensuring customers have a good enough experience to keep coming back. When it comes to customer service, this means offering fast, accurate answers that satisfy customer questions and concerns. Even the best customer support team can struggle with this task, as they’re not available every second of the day to respond with all the right answers. But AI is.

More specifically, using AI in customer service is ideal for getting answers to customers any day, any time. Instead of expecting employees to answer within seconds, let a trusted chatbot take on this job. In most cases, this kind of tool can get the job done quickly, even on the weekend or in the middle of the night. And while AI is handling repetitive tasks, the customer experience team can focus elsewhere.

Even when questions get sent to the team to answer, those that use support automation platforms like Capacity can rely on AI in a different format: the knowledge base. This AI-powered bot provides the team with quick answers to questions that customers and employees alike might have. The ability to have accurate answers at their fingertips helps employees serve customers more efficiently and increase productivity. This provides a balance between productivity and customer satisfaction that’s good for both customers and the business as a whole.

Intelligent Document Processing gets answers faster.

Another way AI in customer service is helpful is to take information from uploaded documents instead of requiring manual input by employees. After all, there’s a lot of value in the paperwork stored online, and AI can help businesses easily access this important data when necessary.

Capacity features Intelligent Document Processing as part of the AI-powered support automation platform. This tool mines data from documents, so employees don’t have to sift through paperwork and then manually input the data they need. When they use this form of AI for customer service, they have several ways they can use the information, such as exporting it to an app or adding it to the knowledge base. The result is faster access to answers, which assists both employees and customers in the long run.

Get started with Capacity.

These are just a few examples of how using AI for customer service can help customer experience teams with daily responsibilities. Relying on automation for certain tasks will make their job easier, not threaten its existence. In this way, a support automation platform like Capacity enables teams to spend more time and energy on strategic goals while offering the support customers deserve.

If your company could benefit from this kind of assistance, contact Capacity today.

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