Category: Customer Service

4 strategies to reap intelligent call routing benefits

4 strategies to reap intelligent call routing benefits

Today it is possible to automate most of marketing operations with artificially intelligent systems. Machines are better than us at testing hundreds of designs, messages and channels to increase marketing effectiveness.

However, organizations are struggling to use artificial intelligence to automate customer care services because machines’ Natural Language Processing (NLP) capabilities still remain significantly less than humans’. For more info, you can check out our explanation on why language is such a difficult issue for machines. Though agents will not be completely automated soon, intelligent call routing systems can help connect customers to agents that are most suited to solve their problems. Read more

AI in Customer Service: Comprehensive Guide & 9 Use Cases

AI in Customer Service: Comprehensive Guide & 9 Use Cases

We have identified about a dozen artificial intelligence use cases in customer service and structured these use cases around typical customer service activities. Our framework is by no means comprehensive but it is ever improving so please let us know if you have any comments and suggestions. Primary customer service activities and AI use cases in these activities are:

1- Identify customer issues

Identifying issues wherever they rise is the first step to resolving them. Social listening and ticketing vendors help you to leverage Natural Language Processing and machine vision to identify customers to contact and respond to them automatically or assign them to relevant agents increasing customer satisfaction Read more