top of page

How customer service AI has evolved beyond the chatbot



When you see the phrase “customer service AI”, the first thing you might think of is a chatbot. Sure, the little bot that pops up with a helpful greeting is a form of AI, but it’s not the only type of AI support available today.


Over the years, customer service AI has become much more sophisticated. Now, customer support teams are leveraging solutions like AI-powered virtual assistants and ticketing systems, automated actions and notifications, and automatic skill-based routing to elevate their support capabilities.


When implemented well, smart AI can be a game-changer for customer support managers. Not only can it help improve your operational efficiency but can also create better overall experiences for your customers. Here are three ways AI is transforming support and shaping the future of customer service.


1. Taking proactive action and enhancing operations in real time


Customer service has traditionally been a more reactive function – meaning if a customer reaches out to support, only then does the problem begin to be resolved. However, as customer expectations evolve and become more demanding, this approach doesn’t really cut it anymore.

Today, customers expect proactive support, but very few are actually getting it. A Gartner survey found that only 13% of customers report receiving any type of proactive customer service. But that number will drastically increase over the next few years with the help of advanced customer service AI solutions like Spotter.

Spotter is a first-of-its-kind real-time AI customer care manager that works in the background 24/7, ensuring nothing ever falls through the cracks. It proactively identifies support inefficiencies and addresses them in real time before they become an issue. What’s more, is that it continues doing all of this when your team isn’t around or is off the clock.


Spotter automations

For example, when a ticket gets a negative satisfaction rating, Spotter can notify a relevant team member to immediately address the feedback. Or, if a ticket has been left unanswered for too long, Spotter can send a Slack notification to your shift manager and instantly reassign the ticket so your service-level agreement (SLA) isn’t breached. Pretty neat, right?

Having this kind of AI in customer service takes a lot of the pressure off of support managers and keeps operations running smoothly. Rather than spending hours of your day manually checking for gaps, Spotter does it for you. And on top of that, it fixes things you may have completely missed.


2. Helping agents use their time more effectively


When it comes to customer support, time is of the essence. In fact, 73% of adults say valuing their time is the most important thing a company can do to provide them with good online customer service. That means, the longer it takes for a response and resolution, the higher chance a customer will take their business elsewhere.


Unfortunately, increased demand has made it more difficult for support to respond to customers in a timely manner. Customers might have to wait hours or sometimes even days to get their issues resolved (average response time is 12 hours and 10 minutes!). But support platforms built with AI are changing that and helping improve agent efficiency. Here’s how:


  • Suggesting relevant articles. An AI-powered reply box can have a major impact on average handling time. Let’s say a customer reaches out about their order status. Instead of an agent wasting time trying to track down their order, they get an AI-generated article recommendation from the company’s help center on “How to Track an Order”. They share the article with the customer and solve their issue within a matter of seconds.

  • Automating tasks. Customer support agents only have so much bandwidth. If they’re constantly bogged down with redundant tasks – like manually resolving or reassigning tickets – they’ll never get wait times down. Automating those tasks allows agents to better prioritize their time and focus on more complex issues.


Using customer service AI can make support managers feel a little less stressed about their team keeping up with customer requests. Sure, some days might be busier than others, but the right tools will help prepare agents for high ticket volume and keep them working effectively.


3. Getting customers' issues into the right hands


Thirty-three percent of customers are most frustrated by having to explain their issue to multiple agents. These repetitive conversations typically happen when customers make inbound calls to support. Luckily, situations like this can be avoided with the help of smart automatic skill-based routing.


Automatic skill-based routing

Automatic skill-based routing (auto-routing) ensures a customer's issue is directed to the best-fit support agent available. However, it goes beyond the simple “if/then statement” flowchart and pulls in multiple variables, including real-time signals of agent availability. Here are five benefits of automatic skill-based routing:


  • Less work for managers. Support managers spend a lot of their time checking that tickets are solved in the right order, their team is meeting SLAs, and there’s a balance between agents and transfers. With auto-routing, all that manual work is done for them.

  • Avoid cherry-picking. Traditional ticketing systems send tickets to a group of agents for them to then cherry-pick from. Rather than agents choosing the tickets, smart auto-routing assigns tickets based on business order, agent skill set, and workload balance. This means customers don’t have to sit around waiting for someone to pick up their ticket.

  • Better prioritization of tickets. Auto-routing uses priority scoring to help the highest priority tickets get into the right hands, right away. So, if a VIP customer or a time-sensitive ticket comes in, it will be flagged as high priority and automatically routed to the first and best agent available.

  • Reduce wait times. Normally, it’s up to the agent to start handling a ticket. But with auto-routing, agents receive tickets as they come in. Once they accept the ticket, the agent becomes “Active” in that ticket. But, if the agent leaves, the ticket can still be automatically routed to the next agent in the group. This ensures customers aren’t waiting on hold too long for someone to address their ticket.

  • Improve first call resolution. When an agent gets assigned a ticket that fits their skill set, they can provide faster and more accurate responses. It also means they don’t have to reassign tickets and pass customers onto multiple agents.

Level up your support with an AI-powered solution


It’s clear customer service AI can drastically impact how support teams operate – which is no wonder why eight out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution. Wix Answers is the only real-time customer experience platform powered by smart AI. Book a demo today and see how customer service AI can take your support operations to the next level.



24 Comments


chat
6 days ago

Android uyumlu dokunmatik ekran akıllı cep telefonları, tablet, ipad, iphone gibi Mobil cihazlarla tek bir tıkla Mobil Sohbet ve Mobil Chat’a katılabilırsıniz.


https://www.gevezeyeri.com/mobil-sohbet.html

https://www.gevezeyeri.com/mobil-chat.html

http://divisionmidway....jobs/author/mobil-sohbet/

https://www.ilcirotano...unci/author/mobil-sohbet/

https://jobs.theeducat....com/author/mobil-sohbet/

https://allmynursejobs.com/author/mobil-sohbet/

https://www.allmyusjobs.com/author/mobil-sohbet/

https://rnopportunities.com/author/mobil-sohbet/

https://www.nursingportal.ca/author/mobil-sohbet/

https://gravesales.com/author/mobil-sohbet/

https://www.montessori...o.uk/author/mobil-sohbet/

https://rnstaffers.com/author/mobil-sohbet/

https://rndirectors.com/author/mobil-sohbet/

https://www.animaljobs...oyers/3294487-mobilsohbet

https://eternagame.org/players/408511

http://jobs.emiogp.com/author/Mobil-sohbet/

https://jobs.employabi...yers/3294455-mobil-sohbet

https://usabusinessdir...et-mobil-chat-uygulamasi/

https://autotext.com/ad/mobil-sohbet-uygulamasi/

https://famenest.com/read-blog/41296

http://www.mizmiz.de/read-blog/39995

https://say.la/read-blog/48156

https://www.a1a9u.com/read-blog/12241

https://indianwomenorg.com/read-blog/10727

https://doomelang.com/read-blog/27474

https://tr.pinterest.com/kameralisohbet0192/

https://www.le-comet.ch/post/we-are-online

https://timeswriter.com/members/mobilsohbet/profile/

https://jobs.employabilitydallas.org/employers/3298325-mobilsohbetsitesi

https://www.backerkit.com/c/users/2876369/profile

https://jobs.thebridgework.com/employers/3298403-mobilsohbetsitesi

https://www.horticulturaljobs.com/employers/3298402-mobilsohbetsitesi

https://jobs.nefeshinternational.org/employers/3298406-mobilsohbetsitesi

https://forcebrands.com/clients/jobs/dcde32b0-4c89-4f40-90ea-3d4a462767b5/preview

Like

William Thompson
William Thompson
Sep 21

A good option would be a specialized service that offers assistance with nursing term papers. Sites that focus on medical topics can provide quality work that meets your requirements and the standards of the educational institution. It is important to choose platforms where experienced authors with medical education work, which guarantees a high level of performance.


We recommend paying attention to the site nursingpaper.com. This resource offers a variety of services for writing term papers and theses in the field of nursing, providing an individual approach and meeting deadlines. Do not forget to check reviews and recommendations before placing an order to be sure of the quality of the work.

Like

Osborn Tyler
Osborn Tyler
Sep 21

How to choose a reliable source for ordering nursing term papers? It is important to consider several factors: the quality of writing, the experience of the authors, the topics available, as well as the cost of services. Are there special platforms or websites that offer high-quality work in this area? What recommendations could you give regarding the deadlines and the possibility of editing the finished papers? Do you have personal experience of working with such services, and what aspects do you consider most important when choosing a company for ordering nursing term papers?

Like

Dordle Luka
Dordle Luka
Aug 26

Your article has intrigued me. The insights you have shared will be a valuable resource for me to better understand this topic. vex game has never been more fun.

Like

All Set!

Support insights are on the way to your inbox.

Take your CX to the next level.

Drive customer happiness with actionable pro tips and insights to level up your customer support.

I agree to Wix Answers using my details in order to contact me for marketing purposes in line with the Privacy Policy.

bottom of page