{"id":39690,"date":"2019-10-24T00:00:00","date_gmt":"2019-10-24T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/3-ways-to-use-ai-to-power-intelligent-customer-engagement\/"},"modified":"2025-03-13T06:45:19","modified_gmt":"2025-03-13T13:45:19","slug":"3-ways-to-use-ai-to-power-intelligent-customer-engagement","status":"publish","type":"post","link":"\/us\/en\/blog\/3-ways-to-use-ai-to-power-intelligent-customer-engagement\/","title":{"rendered":"3 ways to use AI to power intelligent customer engagement"},"content":{"rendered":"

\"\"When it comes to customer service and engagement, it\u2019s no longer just about voice calls placed into the contact center<\/a>. Increasingly, consumers are relying more on digital channels such as Facebook Messenger, In-App messaging, WhatsApp, and Apple Business Chat to interact with their favorite businesses. In fact, more than half of customers interact with businesses on digital channels (56.7%).<\/span><\/p>\n

The attraction of these messaging apps is clear: they offer customers the convenience of having conversations with brands as casually and effortlessly as they would with a friend. A<\/span>synchronous<\/span>\u00a0conversations make it possible to continue interactions over\u00a0<\/span>hours and even days<\/span>. Users can drop a conversation in January and effortlessly pick up where they left off in February.<\/span><\/p>\n

But while the choice to support additional digital channels might seem simple, adding any new messaging channel, especially ones that promote conversational interactions, will generate an influx of new communications.<\/span><\/p>\n

\"\"Companies need support to manage these interactions, from identifying the type of message to delivering contextual information<\/a> when interactions are escalated. In today\u2019s world, that means leveraging sophisticated artificial intelligence-powered technology to support human agents.<\/span><\/p>\n

Listen to\u00a0<\/span>this webinar<\/a><\/span>\u00a0with Robin Gareiss from Nemertes Research, or read on to learn more about how artificial intelligence can power a new age of customer engagement and deliver better experiences to increase your contact center efficiency, results, and even turn it into a profit center.<\/span><\/p>\n

3 ways to use AI to power intelligent customer engagements:<\/span><\/h2>\n

1. Drive customers to self-service<\/span><\/h3>\n

No one has the time or patience to wait on the phone for a live agent, listening to bad hold music, just to solve a basic problem. Chatbots and virtual assistants were designed to simulate human interactions and provide immediate answers to customer inquiries at any time to reduce operational costs and eliminate frustrating delays and errors in customer service.<\/span><\/p>\n

Aided by intelligent software, bots will know when to escalate issues, how to classify content, and how to route requests to the right people. Here are some examples of successful applications of AI in self-service:<\/span><\/p>\n