Harness the Power of AI for Your Customer Service Needs

Do you or your customer service departments ever feel like you are drowning in a never ending queue of requests? In this day in age there must be a better way to meet these demands, right? The eBook published by msg.ai (available here) offers insights into how you can leverage artificial intelligence to further empower and enable your customer service personnel.

"As Forrester points out in its Predictions 2019: Customer Service and Sales report, “Companies need to retain human talent in customer service...as customer needs become more complex.” A strategy that relies solely on AI will fail; AI needs to be used in tandem with human agents to deliver exceptional support. Focusing on one, and not the other, will be a detriment to your customers and your agents."

Based upon this research, it's clear that AI and humans need to work together in order to be successful in serving customer needs. Solely relying on AI would diminish the customer experience and ultimately result in dissatisfaction. msg.ai recommends using AI as a workforce multiplier by delegating only the issues that AI can handle with high accuracy. This requires identifying specific issues that can be resolve in an automated fashion easily with relatively lower levels of risk and exceptions. Furthermore, AI should learn from historical cases to maximize the chances of successful resolution.

Would you like experience this technology in action? Check out https://www.facebook.com/westjet/ and click send a message. I tried booking a flight to India and you can see my chat results below. When prompting me for information such as my preferred airport, the chat both would give me button options that I could click on (e.g., one button for LGA and another for JFK). Furthermore, when you start the chat it provides you with information on how you can request a live customer agent at any time by typing "customer service" at any time. The technology looks promising and I can see how it can help expedite customer requests or at the very least some of the tasks an agent must complete today (e.g., determine customer intent, request more information).