{"id":1871,"date":"2022-06-17T16:02:48","date_gmt":"2022-06-17T16:02:48","guid":{"rendered":"https:\/\/www.replicant.ai\/autonomous-customer-service-to-use-in-2022\/"},"modified":"2023-05-09T21:06:06","modified_gmt":"2023-05-09T21:06:06","slug":"autonomous-customer-service-to-use-in-2022","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/autonomous-customer-service-to-use-in-2022\/","title":{"rendered":"Using Autonomous Customer Service Software 2022"},"content":{"rendered":"

The Autonomous Customer Service Software To Use in 2022<\/h1>\n

When the global pandemic of 2020 hit, the world had to quickly adapt, moving the vast majority of jobs into a virtual environment. Customer service responses had to adapt too. As a result of the labor shortages in the U.S., there is a greater need for autonomous customer service solutions. More and more businesses are using technologies like customer center automation and conversational AI.\u00a0<\/span><\/p>\n

Now that it has been two years since the pandemic began, customer expectations remain high. Companies need to have stellar customer service to succeed, and automation remains the best way to improve the customer experience using the agent team you already have without increasing call center labor costs.\u00a0<\/span><\/p>\n

What is Autonomous Customer Service?<\/h2>\n

Autonomous customer service uses <\/span>conversational AI technology<\/span><\/a> to resolve Tier One requests with absolutely no wait time. Because new AI software doesn\u2019t need keywords to understand multi-faceted questions, the vast majority of customer requests are immediately resolved, thus freeing up agents for Tier Two requests. These more difficult calls are intelligently escalated to the appropriate agent, who also receives caller information so customers don\u2019t have to repeat themselves.\u00a0<\/span><\/p>\n

How Does Technology Reduce Customer Service Costs?<\/b><\/h2>\n

Call center costs are one of the biggest barriers to effective customer service. However, when you automate customer service calls, customer service improves drastically without the need for additional contact center staff or equipment.\u00a0<\/span><\/p>\n

Automation technology lowers average handle times (AHT), so customers get issues resolved faster, often without any agent involvement. At the same time, the scalability of automation means brands have no need for expensive outsourcing.\u00a0<\/span><\/p>\n

Looking Ahead Into 2023<\/h2>\n

According to <\/span>Forrester<\/span><\/a>, three trends are likely to shape the customer service industry in the coming year. These include future-proofing technology, using data currently hidden in silos, and focusing on the human side of customer experience.\u00a0<\/span><\/p>\n

That\u2019s why Replicant remains up-to-date on the trends customers expect. These include:\u00a0<\/span><\/p>\n