AI and also customer service is actually an incredibly popular topic! However, when I speak to customers, they say, "I get there's something about AI and customer service, but how do I deliver business results and add value using AI?" If you are looking for ways AI can help you improve on the metrics you are measured on every day, below is a short guide to help you get the best results for your business when you think about customer service automation.

The Way To Choose AI customer service

Focus AI on Metrics that matter

Implementing technology without strategy makes us do the wrong thing quicker! At the very minimum, spend a lot of money without getting business results. Research has shown that even though AI is a top concern for 80% of CEOs but only 20% have a strategy.

This information will allow you to make smart decisions regarding how you can use journeys customer service operations, operational processes, and KPIs that positively impact the experience of your customers and the bottom line.

Examining AI Solutions Closely

Artificial Intelligence isn't something new. The rapid advancement of AI capabilities and, in turn, integrated and packaged AI solutions. These advanced capabilities allow AI to become a real business asset, however not all AI solutions are all created to be the same. The traditional approach to AI requires specialized teams of:

Data Scientists (to collect data, create the models, adjust them to ensure accuracy)

App developers (to integrate it into applications for customer service)

UX Designers (to create an interface that makes the AI user-friendly)

The dedicated resources are expensive and difficult to find. The primary business of a contact center isn't AI development. What is the result? wasted time and money, and longer time-to-value. Consider how much effort it will require to create an AI solution. In order to make AI intelligent, all systems require some effort. The question to consider is how business/user-friendly is the application? Do you require an entire team of AI and UX specialists to get benefits in customer service? Or can you deploy the AI quickly and get back to focusing your efforts on delivering amazing agent/customer engagement?

Think about an integrated solution

Data. Data. Data. AI is all about data. So, consider where the customer service is located. The CRM platform houses the records of customers. The history of interactions with customers is contained in the application for customer service. Because AI is only as effective as the data it works with, it is best to look for an "AI-inside" solution that has the AI is built into the CRM platform as well as the customer service application.

It's even better when the AI solution can be integrated into other business applications including Sales, Marketing, and E-commerce. The more contextual, historical information about that customer across your entire department, the more intelligent the AI is and the better results for business it can bring. When you have an integrated AI system designed for business users it is not necessary for specialized implementation teams because the:

The data are already ready

Automatically, models are built.

AI has been integrated in the CRM platform as well as the customer service application.

What does this mean to you? Faster time-to-value. With an integrated solution, AI can easily learn from customer information to give the right answers to customers and agents. Intelligent AI service can be provided via agents or by self-service.

Choose an Agile Solution

Have you ever attempted making a change in customer service software , but it was too difficult? This is where using an agile platform and application can lead to faster, more efficient business results.

If you're considering introducing AI to your company, consider how easy it is to make changes to the AI solution as well as the self-service and agent application. You should look for an integration layer that can be dragged and dropped, allowing for quick configuration of process flows. This is why AI isn't a futuristic concept or unattainable to implement. However, in actuality, it takes forever to achieve business results. You should consider choosing a journeys customer service application or platform that is agile - so you can change it in a flash to swiftly meet the promise of providing great customer experiences.

A Solution that comes with an already-built UX/UI

Although this process is not listed as the first however, it is the most crucial. Why? What is the reason?

Prebuilt UI/UX interfaces make customer-facing interactions much more simple and user-friendly. This creates trust, so that clients will trust the product. You don't want to be reduced to the "bots" that were in the past that did not have artificial intelligence or had a bad user interface. Customers will experience an improved experience in the event that they can get answers using an automated system.

Agents? Key to great service is to empower agents with the highest quality tools. AI integrates into the desktop and console of the agent to classify cases and identifies the key information required to serve customers before agents gets the case. Agents are then informed of the best next actions. AI isn't designed to replace agents, it's intended to enable them to provide outstanding customer service.

What is the most important thing to be aware of? Concentrate on what you do best providing amazing customer experiences when you think about AI. Do not choose systems that require you to be or hire a lot of experts in the field of rocket science. Choose a system that lets customers find the answers on their own. This will enable your employees to interact intelligently with customers and assist you in delivering business results that are relevant.