How Actually Using AI for Customer Support Agents?

Hugh O'Neal
April 18, 2024
How Actually Using AI for Customer Support Agents?

AI profoundly influences the daily operations of customer service agents—it reduces workload and amps up self-service options for issue resolution. You probably associate AI for customer support agents solely with chatbots mimicking human interactions. Still, the reality extends beyond that misconception. Businesses leverage the AI customer service agent to bolster the agility of their teams. Today, let’s figure out how you may use this new tech to supercharge your help desk agents.

What is AI in Customer Service, and Why Does it Matter?

The most popular way to integrate AI into human customer service is to deploy chatbots. These virtual assistants go beyond just addressing typical inquiries. They welcome clients, offer access to knowledge base resources, and guarantee that more intricate queries are directed to the right staff.

Even with the abundance of such benefits, AI does not make contact center agents useless or not in demand. Surprisingly, most users within the U.S. (82%) and internationally (74%) still think that talking to a real person is better. The secret to success is to emphasize genuine human connections whenever feasible.

New technology changes customer service for the better. Instead of answering routine phones and emails, help desk staff will be able to handle more complex problems. Most importantly, your team and AI call center agents should work together to deliver smoother, more personalized customer experiences. Reports suggest that some ventures already use AI to handle 95% of inquiries. It frees up human agents to manage the trickiest 5% of problem areas.

AI for Customer Service Agent: How Artificial Intelligence Can Help?

How to Use AI to Help Customer Support Agents?

Intrigued by the potential of AI for customer support agents? Let’s explore how AI agents empower your team. It’s especially beneficial if you’re starting out with this tech.

Leverage refined insights

When your agents use AI, they get a powerful instrument: comprehensive customer understanding. AI analyzes vast amounts of data collected across various customer touch points; it reveals valuable insights about client choices and purchasing habits. Thus, your employees tailor each interaction to the individual customer.

The benefits of AI, however, extend beyond personalization. AI customer service agents also identify potential risks such as client churn or dissatisfaction. With this foresight, agents proactively reach out to at-risk customers. They address their concerns before they escalate. By being proactive, the company makes customers happier and more likely to stay with them in the long run. MetaDialog AI solutions will make your customer service team better and your clientele more satisfied. With our product, you automate up to 87% of your customer support conversations and let your agent’s productivity soar.

Self-service assistance

When a new client contacts your company for the first time, it’s important to make sure the experience is smooth. It’ll help them feel good about the brand overall. However, traditional phone trees and lengthy wait times often create dissatisfaction and a negative perception of your business. Fortunately, advancements in AI technology offer solutions to these common pain points.

Each company wants to fix the customer’s problem fast, but they also want to understand why the problem happened so they can avoid it. Not all interactions, whether conducted via phone, email, text message, chat, or other channels, necessitate the involvement of a human agent. The hardest part is quickly understanding the client’s problem and getting them the right help without making them struggle through a confusing menu system.

Customer service AI tools offer a compelling solution to these challenges:

  1. Conversational AI. These intelligent voice and chat tools leverage NLP to identify callers and comprehend their intent. This streamlines interactions and enhances satisfaction.
  2. Intelligent chatbots. When armed with available data and internal resources, these AI chatbots handle simple and complicated client questions automatically. Ultimately, it cuts down on wait times.
  3. Self-service options. AI significantly bolsters self-service capabilities. Research indicates that 67% of users prefer self-service solutions over interacting with a help desk representative.

If you implement these AI-driven solutions, you cultivate a smoother first-contact experience for your customers.

AI for Customer Service Agent: How Artificial Intelligence Can Help?

Intelligent triage

Customer service agents often face the tricky task of prioritizing a high volume of incoming requests. Figuring out the best way to solve each customer’s problem involves understanding:

  • how big the problem is;
  • how good the helper is at fixing it;
  • how the client is feeling.

Even though experienced assistants get good at this, it takes a lot of time, and mistakes sometimes happen, especially when there are a lot of customers needing help at once.

Fortunately, AI for customer support agents offers a powerful solution. AI-powered tools can figure out what each customer wants and how they’re feeling and then send them to the right person to get help fast. Additionally, you may take a step further. Customize intent labels based on their unique taxonomy to ensure each conversation reaches the agent best equipped to deliver a swift resolution.

Personalized interactions

Your help desk agents are brand ambassadors. However, exceptional service requires knowing not just the company’s products, but the customer, too. So, how can you personalize interactions and predict client needs?

The answer lies in AI. It provides agents with a holistic view of the client. Sentiment analysis is a powerful tool in this regard. Your AI customer service agent can flag a customer’s sentiment in real time as it analyzes natural language cues during conversations or live chats. It empowers the staff to understand how the client feels. At the same time, they can review all the info they need about the user and find solutions. This foresight allows your employee to provide targeted recommendations and address underlying difficulties. With the help of MetaDialog AI, you can blend the power of human agents and high-tech. AI engine allows your agents to view the whole picture of the client’s engagement. Consequently, your staff members can better build trust and present the most appropriate alternatives.

Final Words

Generative AI and other innovative tools represent more than just an efficiency boost. They’re building blocks for a continuously expanding knowledge base. This, in turn, revolutionizes the customer and agent experience. Armed with such tools, your employees can deliver a tailored service. They ease customer pain points and proactively prevent disappointment before it arises. Ultimately, it’s a win-win scenario that benefits users and agents.

MetaDialog understands how important it is to spearhead innovations in client service. We present an AI engine that can elevate your help desk. 87% faster responses, 24/7/365 availability, and processing up to 10TB of info — contact us and get the best offer today.