Посты с тэгом: Digital customer service

Hiring the right AI for your customer service organization

The biggest challenge today that service providers have to face when looking at their digital and assisted customer service operations is creating “resolution capable” service channels that will not only reach the best resolution, but also do it quickly and prevent customers from dropping the session. 

Nowadays most AI tech in customer service is being used for identifying the customer’s “intent”, meaning: understanding the issue a customer is having by getting their input in natural language. That saves some valuable time for the customer service rep or agent, but it does not resolve the issue there and then – in the digital channel.

Identifying the intent will only get you so far

As digital is becoming more and more present in our lives, customers too expect their service provider to expand digital interaction channels, and the most important interaction of all is, for customer support.

While AI is being utilized over the different digital channels to identify the customer’s issue, it doesn’t have the ability to continue the journey and drive it to resolution. So time is definitely saved on the agent’s side but not on the customer’s side, who will eventually be transferred to the call center regardless. As a result of this reality today, many customers prefer calling directly to the call center in the first place.

“Resolution Capable” service channels

A more advanced use of AI in customer service is going beyond the customer’s intent. It is possible to solve your customers’ issues on the first attempt they make using one of your digital channels, as each and every one of those (chat, web, app, IVR) could perform as a self-service resolution tool.  Guided by AI, self-service channels as well as agent-based channels could individually reach the best resolution fairly quickly, significantly decreasing your digital sessions drop rates and enhancing the overall customer experience. 

Playing the game of resolution

As AI was proven to outperform human players in strategy games such as Chess or Go, for customer service journeys it can be looked at as playing a game of “reaching resolution in minimum steps” – balancing between the number of questions the customer may be asked during the journey and accelerating  the journey for faster resolution. This capability is extremely important for decreasing drop-rates of impatient customers that will give up and abandon the journey mid way.  

Reaching the right resolution is a complex issue, not just a “classification” issue  – attaching a solution to a problem. Your chosen AI needs to have the ability to lead the dialogue with the customer while asking the most accurate questions in order to reach the appropriate solution.

And what about the call-center?

The main benefit of letting AI run your agent-based support journeys as well as your digital channels, is that it can rapidly elevate the performance of all agents or reps involved in the process, mostly new or less experienced agents. This creates sustainable and ever-improving team excellence, which will naturally bring to improved customer experience and increase sales.

But not every AI journey orchestration platform can advance agent-based journeys as described above.

AI for customer service in agent-based channels requires some explainability capabilities: As AI will often present the agent with offers that are predicted to advance the journey, the agent will need to understand the reason for why the offer was selected, so it can be communicated to the customer. 

A good example is an insurance representative receiving an AI recommendation to offer the customer the “Car & Home Insurance Bundle”. AI will then have to highlight the reason for that offer: “The customer holds a car insurance policy, but is also a homeowner that is not covered against floods. The customer lives in an area that is at high risk of flooding”.

Hire an AI platform specifically developed for customer service

To achieve all of the above capabilities, look for an AI-based customer service journey orchestration tool that can complement your existing AI platform by taking the information about the issue your existing channel has collected (e.g over chat) and driving the journey on this channel until resolution is reached.

Try to hire a platform that was specifically designed and developed for customer service challenges and comes as an out-of-the-box solution for your team to use and get all your channels to perform as “resolution engines”.

Achieving the target would mean that all your self-service channels perform, resolution wise, as agent-based channels and your agent-based channels perform consistently in par with your most brilliant agents or even outperform them.

The IT-free customer service journey orchestration

Customer service journeys are constantly changing and evolving as service providers add new services, as well as, various service channels for customers to choose from. Journey orchestration mandates constant improvement as insights and analytics provide a wider understanding of the best support flows and indicate possible journey “roadblocks”requiring an adjustment or a quick fix.

Changes to customer service journeys may happen on a daily or even hourly basis – depending on system indications that alert customer service operations teams on a repeating journey issue, or given specific journey improvements or expansions that the CS operations team would like to implement to the journey.

Choosing the right platform

Would these frequent changes require a dedicated IT or developers team, for coding adjustments to the customer service journeys? In many cases, the answer will be yes. But it doesn’t have to be.

A good journey orchestration platform will not only enable you to run personalized customer service journeys across channels from issue to resolutions, but it will also allow your CS operations team to be self-sufficient by designing journey flows and implementing changes to these flows without having any coding capabilities or developers involved.  

On top of basic flows, an IT-free AI-based platform that enhances personalized journeys by fast-forwarding to resolution, is an “out-of-the-box” solution which also gives CS operations teams full autonomy and again, with no need for data science resources involved. 

That way, service providers can cut employees costs, run a more agile and efficient journey management process where journey changes can be quickly deployed, and achieve ongoing performance improvement with no unnecessary delays. 

The IT team in this case will only serve as a support resource to the CS operations team where further assistance is needed, for example: connecting the service provider’s data to the platform’s backend systems via APIs when the platform is initially being deployed, or when new capabilities are added.

But how does it work?

Look for a platform that incorporates the following features and capabilities for a coding-free, IT-free journey management:

  1. ‘Drag and drop’ journey flow design – an intuitive design environment that a trained non-technical CS operations team member could independently master and operate. 
  2. Auto-generated HTML based UX – the user interface is easily created by selecting a template and configuring parameters such as texts and graphics (icons, images, videos and so forth).
  3. UX preview option, for all channels – an immediate preview of the user experience for every channel the solution is built for, including IVR (listen to voice prompts), web for PC/tablet/mobile, chat and agent screen.
  4. Team collaboration – allows the CS operations team to seamlessly collaborate on journey design, journey flow changes and getting those approved and deployed.
  5. An “out-of-the-box” AI solution – a ‘ready to use’ robust optimization capability which invokes personal AI engines to optimize journeys and fast-forward to resolution.
  6. Quick turnaround for journey edits– journey edits that can be deployed and ‘go live’ within only a few hours. 
  7. Journey import – the ability to import existing customer service journeys from other systems or design tools into the platform. 

The vision of solely having your customer service operations team design and manage customer service journeys, while constantly optimizing the experience for your customers can be achieved by adopting a journey orchestration platform that is specifically designed to serve this purpose. 

When you and your team have full flexibility to easily manage and optimize complex customer service journeys across channels and reach resolution in minimum time and effort – you know you have found the right platform.

Interactive self-installation journeys: a must-have offering in today’s digital age

We all agree that an efficient self-installation process is a ‘win-win’ situation for both customers and service providers.

For customers, it saves the long wait for speaking with a technical support agent, or waiting for a technician visit. It also allows customers to get that quick gratification feeling, which is so important when buying a new service.

For the service provider, self-installation takes the load off call-centers and tech visits and minimizes risks of taking long to connect customers that are eager to get the new service running. 

All this can be achieved as long as you, the service provider, can offer your customers a TRUE self-installation service, that doesn’t only guide customers through the installation steps, but also provides solutions in various cases in which something went wrong during this process – a digital handhold that some customers would surely need and would appreciate. 

Self-installation in 2020

2020 has definitely turned out to be the year of accelerated home digital services and self-service technologies due to social distancing, but also due to an increased number of businesses that decided to give up the office space and adopt working-from-home as a permanent situation.

This means that as more electronic devices keep coming at your customers’ door and populating their homes – the more help they are going to need in installing them. Installation at times can be quick and easy but some devices are more complex and may require some guidance.

Who likes to read instructions anyway? 

Routers, streamers, video boxes, speakers, headphones, IoT devices such as: NestCams, voice controllers (Amazon/Google), all these and much more need installation and activation instructions. 

A lot of these instructions are still presented to the customer as a printed step by step document or an online FAQ page with endless content to be read that can fail the customer’s journey before it even started.

Content-based instructions are:

  • Not personal –  not fitted to the customer’s specific equipment or based on other customer data components that can help accelerate the process.
  • Not interactive – do not interact with the customer and ask guiding questions that drive the installation journey until completion (“is the green light on?”…)
  • Linear – as they usually present a single process without branching to more options that support the journey in case something doesn’t seem to work during installation (“If you can’t see the welcome screen, here’s how to change the HDMI input on your TV”)
  • Not dynamic – follows a predefined installation flow 

Whereas self-installation journeys are:

  • Personal – to the customer’s specific service, device, previous data and tech-savviness level
  • Interactive – ask for user input and act upon it
  • Non linear – support unlimited journey permutations following the flow logic
  • Dynamic – based on data, user input and AI journey predictions that can fast-forward to the installation process.

The Roojoom self-installation journey 

Roojoom’s AI-based solution orchestrates the interactive self-installation journey from start to finish, making sure the customer is given the most fitted step-by-step instructions and successfully completes installation in the quickest time possible.

How is this achieved?

  1. AI governs the journey progress. It can detect redundant questions the customer is being asked – based on predictions of learning algorithms for the specific installation journey – and shorten the overall process
  2. Journey analytics can direct journey improvements and surfaces interesting or ’suspicious’ findings around the customer installation journeys.
  3. Roojoom’s omni-channel platform supports warm handover to escalated channels (such as call-center agent) in cases where the process fails or pauses for any reason. The journey is continuous and persistent until resolution is reached and installation is completed.

Ready to install? Just click ‘start’

Shifting your service into an interactive end-to-end installation process can be done fairly quickly. And as times push us to accelerate the use of digital channels – your customers will not expect less than a seamless and effortless digital installation journey.

Orchestrating Customer Service Journeys in a Multi-Channel Maze

Customer service nowadays has evolved into enabling multi-options of communication between the customer and the brand for resolving the customer’s issue. Other than just calling the call-center and waiting to talk with an agent, customers today can choose between other communication channels such as: IVR, chatbot, agent based chat/call, mobile/web self-service and more. 

However, as also a recent Gartner report shows, adding more channels does not improve resolution rates or customer satisfaction enough for most service providers and clearly causes an increased number of interactions a single customer will make in an attempt to resolve an issue. 

This brings to longer time to resolution and more importantly- frustration on the customer’s side trying to resolve the issue with limited success which equals an overall bad customer experience.

Similarly, service providers have not been getting the desired results in new channels, as support costs and journey complexity have increased. Self-service is not new to the ‘modern customer’, it has been around and has evolved for almost 20 years now and yet, according to Gartner, only 9% of interactions initiated on self-service channels actually get resolved on that channel.

Multi-channel is not enough. You need to tie those journeys together. 

If a service provider is truly looking to elevate the customer experience and reduce service costs there are more steps to be made in order to maximize the great potential of having multiple service channels. These steps include:

  1. Creating a continuous journey from start to finish with high resolution rates
  2. Incorporating multi-session capabilities (pick-up where you left-off) within the customer journey
  3. Personalizing the experience of each individual customer 

Take John for example. John is a Telecom customer who is experiencing some issues with his Netflix service. He decides to call  his service provider’s call-center and learns that there is ‘an estimated wait time of 20 minutes’ to speak with an agent. Not wanting to wait that long John tries the chat that is available on the service provider’s website. He then gets interrupted and drops the session, only to return later to the chat, explain the problem all over again and be directed to a knowledge base where he doesn’t find the information needed for resolving the issue. 

Frustrated and impatient, John starts a new chat with the automated bot that asks him all kinds of unnecessary questions, eventually concluding that John has no choice but to talk to a live agent who does indeed resolve the problem.  John has tried various channels (including an agonizing IVR flow) only to go full circle back until the issue was resolved. 

Q: Why did this happen? 

A: Because customer service journeys are ineffective and siloed. 

In fact, all of John’s interactions in attempt to resolve the problem were not seen as a single continuous customer service journey and as a result:

  • John’s customer data and journey history were not reported into a central repository and therefore the system could not personalize and create a more specific journey that offers the most accurate solution for his issue over the most compatible communication channel.
  • He was forced to take unnecessary steps on his path to resolution.
  • Since John’s activity was unorchestrated, he couldn’t pick-up where he left-off which extended his time to resolution even more.
  • Many customer issues similar to John’s are being left unaddressed and unresolved as the system has no indicator or alert of an unfinished customer journey.

Harvesting the full potential of multi-channel

How do you reach the full potential of having a multi-channel offering without letting it do the opposite effect?

Roojoom AI Resolution Center

The Roojoom AI Resolution Center orchestrates end-to-end personalized multi-channel customer service journeys. It ensures issue resolution in the most effective way through AI driven troubleshooting flows, channel optimization and personalization as well as proactive engagement with customers throughout their journey.

The solution’s main capabilities are as follows:

  • Continuous customer journeys from issue to resolution, persistent across channels and sessions
  • AI-based personal resolution engines with prediction capabilities for faster and higher FTR (First Time Right) rates
  • Personalized journeys across service channels

How can service providers and their customers benefit from the solution?

Let’s go back to our friend John. How could his experience be improved once implementing the AI Resolution Center solution?

  1. Instead of multiple attempts through different, sub-optimized channels, John would have been approached by the AI Resolution Center upon his first (incomplete or unresolved) attempt. 
  2. As long as his issue was not deemed resolved, the Resolution Center would have continued to reach out to John while directing him to the best channel that could address his problem and drive the flow to resolve it the quickest.
  3. John’s issue would have been resolved faster, consuming less channels and interactions, thus improving FTR rates and John’s overall experience.

Roojoom AI Resolution Center- less channels, more self-service 

The Roojoom AI Resolution Center can perform as the primary customer-service gateway of the organization, orchestrating, routing and optimizing all self-service and agent-assisted interactions. It can also integrate with existing channels as any chat or IVR function and leverage its data and routing capabilities. 

The next step in the multi-channel customer service evolution is enhancing its power by adding robust journey orchestration systems.

For service providers this means only two things: immediate improvement in customer satisfaction and significant cost-reduction. A duo that is hard to beat.

Showing rapid return on investment

Launch quickly

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