A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing.
And when we thought robots would aid our daily routines, it could have been like one of the Autobots from The Transformers. Technology has evolved to an extent where it doesn’t always need a physical form, as now, it can be built to be part of any device or software.
And yes, Artificial Intelligence (AI) has made our lives a little bit easier. It has, of course, automated activities and processes. But there’s more to it than virtual assistants like Alexa, Siri, Cortana or the Google Assistant.
So how does self-service fit into this?
Problem resolution, a few years ago, wouldn’t end in a single call.
If you have some trouble with your credit card, the first thing you would do is contact a contact center agent to explain your problem. And if it isn’t solved in the prescribed time, you undergo the painful process of explaining the problem again, this time to another agent. While this issue would eventually get sorted, it results in reduced brand loyalty and much lesser customer experience.
As the usage of smart devices and digital platforms are rising, Artificial Intelligence is taking over and bridging the gap between enterprises and customers.
Research says that empowered customers have a strong do-it-yourself mindset, and want to find quick answers to service inquiries, on their own terms. Self-service platforms and applications are improving and adding value to customer experience. This provides faster response times, better routing, lesser human interaction, and predictive capabilities. Besides this, self-service tools can also read/understand customers’ behavioral and transactional patterns for better assistance.
These intelligent platforms when powered by a strong rule-engine, perform tasks of high efficiency and quality. This proves that self-service closely working together with AI is the hope for enterprises and customers.
With customer trends changing, restricting self-service to specific platforms/ communication mediums can tamper with the number of customer interactions received. Thus, an omni-channel self-service is the best solution. This broadens how you can serve your customers better.
Another value addition that self-service brings, is the level of personalization that it can do to reach higher levels of customer experience. With customer insights, speech recognition tools, and predictive engines, you can target interactions to the right customer, anywhere and at any time.
Doing this to ensure your customers are happy is the overall objective. But you need to know what works for your enterprise. You could start reading on the most powerful engagement options through self-service or talk to an expert on the AI and self-service domain.
About the Author
Deepak Krishna
Deepak is a Technical Manager at Servion. When he isn’t designing and deploying contact center solutions globally, he dabbles between learning photography and traveling to exotic destinations.
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