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Businesses are increasingly automating the customer support function to become more agile, speed up decision-making and execution, and reduce risks. Research predicts that by the year 2030, 66% of customer engagements through digital devices and 67% of in-person interactions will be handled by automated devices. As such, solutions offered by AI and automation companies would play a major role in shaping the future of the customer support segment.
Thanks to the ever-increasing demand for automation solutions for the customer support industry, it is predicted that by 2023, the help desk automation industry would have a market value of $11 billion. The Automation of FAQs and repetitive tasks will help companies give employees more time to focus on relation-building with customers. Chatbots can also help customers become self-sufficient.
Improve the Customer Experience While Making Money
However, there is one area wherein these advanced smart machines lag behind their human counterparts-empathy. Even the most advanced smart machines offered by AI & automation companies cannot bring empathy into the interaction with the customer. This can make interactions with a chatbot boring for the customer- leading to a fall in customer satisfaction and engagement.
It is therefore important for businesses to carefully balance automation with humans. Automation should therefore be used as a tool to augment and not replace humans.
Deciding on what should and shouldn’t be automated–
The most important lesson in support interaction is that humans want to be treated as humans. So, before blindly automating every aspect of your business to drive cost savings, you should analyse the impact on customer satisfaction. By pushing too many complex problems to chatbots, you can end up frustrating the customer.
Give a name and personality to your chatbot–
The customer support bot offered by the AI and automation company is an extension of your business. It will perhaps be the first point of interaction between the customer and your brand. It is therefore important to rope in an AI and automation company that can design a bot that reflects your brand’s image and personality.
Your chatbot should have the same voice or tone that your brand uses across different channels. You can also ask the AI and automation company to make it AI-powered. An AI-powered chatbot can ask open-ended questions and make the conversation with the customer sound more natural. It should also have a natural diction and ask the customer clarifying questions to make them feel heard and understood.
Should work under human supervision–
A chatbot that is a dead-end is never a true solution. Such chatbots can make the customer feel undervalued and lower his/ her satisfaction level with the brand. Instead, consult with the AI & automation company to create a chatbot that responds to customer queries in thoughtful ways, asks follow-up questions, and knows when to escalate the chat to a human counterpart.
So, by carefully balancing human empathy with the agility of automation, you can have the perfect support automation. Such support automation is humane and can increase customer engagement. Connect with Pixel Solutionz, a leading AI and automation company in India to know more.
