Today's consumers demand instant, personalized service on their terms. They expect brands to anticipate their needs and provide solutions seamlessly across all touchpoints. But as customer expectations rise, the volume and complexity of inquiries continue to challenge contact centers. The key to resolving this tension lies in artificial intelligence (AI).
AI-powered self-service allows companies to analyze customer intent, provide custom responses, and guide consumers to answers on their timeline. When contact centers adopt AI, they unlock the ability to fully understand their customers' needs through the analysis of conversational data.
AI solutions powered by natural language processing (NLP) and machine learning establish a continual feedback loop, learning from every interaction to become more accurate and improve the experience over time. AI allows contact centers to keep up with rising demand and escalating expectations by facilitating fast, flexible resolution.
Using AI for Sales
With AI, smart self-service means responsiveness, not robotics
Effective self-service starts by determining customer intent as quickly as possible. Rather than forcing customers into a limited set of pre-defined answers, AI allows self-service to respond to what the customer is actually saying. AI considers vocal cues, language, sentiment, and more to suggest tailored pathways for resolution. Customers feel empowered to solve issues on their terms, while contact centers optimize resources.
AI captures and responds to the true voice of the customer
AI solutions train on a company's own customer data, understanding language patterns, sentiment, emotions, and more. As AI continues to learn, it amplifies the ability to anticipate needs and guide customers with increasing accuracy. AI considers customers' channels of choice, not just survey responses, to gain a complete view of experience.