Customer experience has always been a priority for organizations. Over the past few years, customer experience has become even more important for organizations. According to the CGS report that surveyed over 30 executives found that “providing better customer service” is a top priority among organizations.
However, customer service doesn’t exist in isolation. It is enabled by technology and tools. So it’s not a wonder that companies are investing highly in AI (artificial intelligence), cloud, and similar new technologies. A CGS report shows that 40% of businesses feel providing customers with the latest and effective technology is a key strategic goal.
Given the present data-driven business environment, the right use of technology tools can ensure a better customer experience. Similar to the way, data analytics helps marketing and sales by understanding customer expectations and delivering as per expectations. As companies depend on outsourcing businesses to drive their customer service, the BPO industry is a significant contributor in driving this transformation.
Gartner reports that by 2022, nearly 66% of customer experience projects will rely on technology and tools. And more than 40% of all data analytics projects will be concerned with the customer experience and customer attitudes.
Using AI for customer service
Lately, technology has brought about a massive change in customers’ behavior and AI solutions address the challenges that have cropped due to this change.
- Today customers interact with companies and brands across multiple channels and platforms daily. As the customer base grows diverse and distributed across multiple platforms, it will be a challenge for companies to ensure the positive customer experience. Organizations need to invest in digital transformation to overcome this challenge.
Using AI-powered tools BPOs can connect to customers wherever they are and help companies maintain a positive experience.
- AI-powered tools use machine learning to train themselves and improve outcomes. Concerning customer service, these tools can use customer data to assess customer metrics like intent, mood, complaints, and satisfaction level. The tools use predictive analytics to improve customer service and adapt to the needs of the customer and improve their journey.
- Global corporations with geographically diverse customer base need solutions that can deliver both have both speed and nuances of customer service. In this regard, AI-powered solutions prove invaluable to global companies, given the large volume of customers who expect prompt service.
AI solutions in action
AI-powered chatbots, Interactive Voice Response ( IVR), and Conversational chatbots are some solutions that the BPO industry is using to facilitate better customer service for their partners.
These AI-powered tools go beyond measuring traditional metrics and present a more robust way for companies to serve their customers better. Cloud-based tools can determine customer behavior by using NLP (natural language process), semantic analysis, and intent analysis to understand the customer trait to deliver a befitting service for maximum satisfaction. This also helps BPO professionals to prepare themselves in a better way, improving their efficiency.
In the same way, AI-powered chatbots are programmed to complete customer requests quickly and reduce the turn around time. This reduces operational costs for companies too. Similarly, IVR can be programmed to detect the mood of customers—angry, frustrated, happy – to decide whether a call should be escalated to a BPO professional who can handle the customer in a better way or automated process will suffice.
