Using AI to Empower Your Customer Service

What if your customers could find the answers they wanted easily? Or, speak to an agent who already knew their full history every time?

Does that sound too good to be true? Not if you empower your customer-service solution and team with AI.

An AI-based customer service solution makes every customer experience relevant and useful and enables you to create a powerful customer self-service capability. Quickly connecting customers to answers and gathering insights, even across silos, can make a big difference in the speed at which you resolve customer issues.

The Benefits of Using AI

The goal is to make your search smarter everywhere – on your website, in your apps, and even in your chatbot. AI enables you to use interaction data and customer information to serve each individual customer the answers they’re looking for.

AI enables you to keep questions from turning into cases by serving up meaningful information that addresses the customers’ queries. Automatically tailoring content to each individual, and giving them relevant information along the way, really helps empower your customer-service organization.

The Benefits to Your Agents

Empowering your agents with full insight into a customer’s journey enables them to solve known issues quickly and easily. Your agents will be able to:

  • Provide your customers with engaging content, so they know where to go when something comes up.
  • Give customers the help they need inside your app or SaaS product, so they can get things done without ever leaving.
  • Use personalized content recommendations to help your customers self-serve.
  • Give customers the option to request help right then and there, if they need it.
  • Get insights into how specific groups discover and use content, and see if content gaps exist.

The Benefits to Your Chatbot

AI will enable your chatbot to be more dependable by feeding it intel from a customer’s previous interactions on other channels. Your AI-powered system will be able to serve up better recommendations and avoid dead-ends, all without programming thousands of rules.

The end results:

  • Respond to customers instantly
  • Increase employee efficiency, freeing them up to focus on high-value customer interactions
  • Bolster brand loyalty through dynamic and memorable self-service experiences
  • Make your business available 24/7, so customers can reach you at their convenience

Learn more about AI-powered customer service solutions by Coveo.

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