…and how to overcome them with the power of AI and RPA
Running an agile customer operation and delivering an effortless experience is harder than ever. You live in a space where there are plenty of challenges and even more shiny objects. The clarity with which you understand the landscape is critical, and here’s our bit to help.
They say “Don’t fix what’s not broken.” So, let’s start by exploring where your customers and customer service employees get stuck.
This section is organized in two parts. The first part discusses blockers that impede self-service initiatives, and the second part explores the nature of interactions handled in the contact center, both with an eye for automating and streamlining customer interactions.
According to Gartner, here are the reasons why customers abandon self-service.
Customers are very wary of putting in their time and effort into a self-service experience if they sense that they will need to speak to a human anyways to get the help they need.
You are better off recognizing that early on, so that your self-service initiatives are gear towards not only delivering more digital capabilities, but also driving the adoption of such digital capabilities.
There are a number of ways in which AI can help you understand what customers really need and personalize a more engaging experience in real-time. That’s how digital customer service adoption can help your bottom line by cutting cost to serve, as well as boost your top line by driving customer loyalty through effortless customer experiences.
Here is another way to look at the same problem. Gartner analyzed assisted service interactions and identified 6 distinct ways in which agents help customers today.