{"id":15670,"date":"2020-12-23T13:55:32","date_gmt":"2020-12-23T13:55:32","guid":{"rendered":"\/gb\/en\/blog\/?p=15670"},"modified":"2023-01-16T17:31:02","modified_gmt":"2023-01-16T17:31:02","slug":"automated-ai-customer-service-contact-centres","status":"publish","type":"post","link":"\/gb\/en\/blog\/automated-ai-customer-service-contact-centres\/","title":{"rendered":"Automated and AI Customer Service for Contact Centres"},"content":{"rendered":"

Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers. Some organisations are taking advantage of contact centre as a service<\/a> (CCaaS), enabling their employees to work from home with call services, intelligent routing, and advanced automation.\u00a0<\/span><\/p>\n

If you\u2019re considering going further and using advanced artificial intelligence (AI) and automated services<\/a> to manage customer relationships and improve processes, RingCentral can help.<\/span><\/p>\n

What is AI in customer service?<\/b><\/h2>\n

Automated or AI customer service can be defined as technology or software that allows customers to help themselves, using virtual assistants to manage many of the more basic interactions and enquiries.<\/span><\/p>\n

Growth in the call centre AI market<\/b><\/h2>\n

AI trends in customer service solutions are seeing increased adoption of this type of technology as an effective way to handle customer contact at scale. According to <\/span>Salesforce Research<\/span><\/a>, 83% of IT leaders say AI and machine learning (ML) are transforming customer engagement, with 69% saying it is transforming their business. <\/span>IDC<\/span><\/a> predicts growth in the AI call centre, with projected spending on AI systems reaching $97.9B by 2023.\u00a0<\/span><\/p>\n

What are the advantages of automated AI customer service?<\/b><\/h2>\n

Statistics<\/span><\/a> show that bots can cut operational costs by up to 30% and can help businesses save on customer service costs by speeding up response times \u2013 meaning you can assist more customers with fewer resources.\u00a0<\/span><\/p>\n

Using automated AI customer service means that routine questions can be easily answered without any human interaction, through either interactive voice response menus or chatbots. This leaves your team to deal with the customers that could really use the help. Automatic AI is also available all of the time \u2013 making your business accessible whenever your customers need you, and wherever they are in the world.\u00a0<\/span><\/p>\n

Automated customer service examples<\/b><\/h2>\n

Chatbots are a good example of how automated customer service systems can contribute towards improving the way customers and brands connect. Contact centres can use AI customer service to create intelligent virtual assistants, the most visible application of which is chatbots. So how exactly can they help?<\/span><\/p>\n

The benefit of chatbots in customer service<\/b><\/h3>\n

AI customer service agent robots or \u2018bots\u2019 make agents more productive by freeing up time for them to focus on more complex requests that need a human touch.\u00a0<\/span><\/p>\n

Bots can be used to engage customers through conversational user interfaces; collecting information, dealing with simple queries, and handing over complex problems to an agent. In some cases they even handle moderately sophisticated conversations. These capabilities can save time for customers who might otherwise be put on hold, and can speed up processing time which further cuts down the length of calls.\u00a0<\/span><\/p>\n

Using AI to automate tasks, including administrative functions such as form-filling and approval workflows, reduces agent processing time. The time saved by freeing managers and agents from some of their admin can allow staff to invest more time on learning, coaching, self-development, goal setting, and performance management. AI sets the stage for your organisation to thrive and keep up with your consumers\u2019 demands.<\/span><\/p>\n\t\t