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Artificial Intelligence (AI)  is the buzzword in every boardroom conversation about service, new product development, or even backroom functions. As the consumer market becomes overwhelmed with widgets designed for Alexa and Google Assistant, companies are building AI products for the business community. The age of AI has meant that consumers can have almost anything they desire at their fingertips. The result is that customers expect minimal effort when making a complaint, returning a purchase, or making a standard inquiry. The result is that contact centres and customer service desks now need to create seamlessly integrated customer service solutions. AI is the solution for service organisations that need to respond to changing consumer expectations and solve customer cases quickly and efficiently allowing them to create next-level customer experiences.

AI is often confused with robots taking over human jobs in a terminator-style takeover of the world. The reality is that AI enhances the capabilities of service organisations, it doesn’t replace the human element of customer service. One of the areas in which AI helps customer service teams is in the area of customer data. It is quite often the case that customer service directors and managers spend endless amounts of time on multiple systems and spreadsheets either extracting or analysing loads of data. The time it takes to extract, analyse and draw conclusions can take a couple of months or even a year. AI can remove the time and effort managers and directors spend poring over data and allow them to focus on other tasks such as coaching and training. In addition the insights that AI can provide allows customer service organisations to  develop pro-active solutions for common customer complaints or develop measures to fast track urgent customer inquiries.

At In-gage we created our AI agent I-vie that delivers pre-case categorisation and measures emotional sentiment inside of salesforce, which allows companies to automatically classify and pass on cases to the most experienced agents and fast-track urgent inquiries. The result is that customers are able to have their inquiries solved quicker and more effectively. The result is not just a satisfied customer but a more efficient customer service operation. At In-gage we have seen amazing results for our customers after installing our salesforce app with our AI agent I-VIE to help optimise their contact centre and customer service organisation. We have seen on average 22% increase in NPS Scores, a 30% reduction in customer churn, and increases in word-of-mouth sales.

AI technology doesn’t replace the human element of customer service. Customers still want to hear the voice of a real person on the other end of the phone. The use of AI in contact centres and customer service organisations allows companies to provide a high-quality of service, quicker and more efficiently.


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