{"id":4248,"date":"2022-10-21T21:40:38","date_gmt":"2022-10-21T21:40:38","guid":{"rendered":"https:\/\/www.replicant.com\/?p=4248"},"modified":"2022-11-07T21:41:35","modified_gmt":"2022-11-07T21:41:35","slug":"ai-customer-support-how-to-enrich-your-customer-experience","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/ai-customer-support-how-to-enrich-your-customer-experience\/","title":{"rendered":"AI Customer Support: How to Enrich Your Customer Experience"},"content":{"rendered":"

Years ago, if you asked customers what they thought of AI customer support, you would have likely received negative feedback. The first of these solutions often involved complicated phone trees and endless automation loops. The customer journey was often characterized as an attempt to reach a human being in a desperate attempt to resolve an issue.<\/span><\/p>\n

Fortunately, AI in customer support has improved greatly in recent years, allowing consumers to ask questions to a computer in the same way they would ask a live agent. For example, Replicant\u2019s conversational AI solution uses natural language processing to understand multiple customer intents. The system resolves repetitive, common questions without human intervention or wait time. As a result, customer satisfaction is increased and feedback is positive.<\/span><\/p>\n

How can AI automate customer support?<\/h2>\n

Implementing <\/span>AI customer support<\/span> means that the majority of Tier One questions can be immediately answered with zero wait time or human intervention. Automation on this level frees live agents to deal with more complex requests that require active listening. This combination of virtual and human agents results in more efficient and faster problem resolution. Over time, it has been shown to support increased customer loyalty.<\/span><\/p>\n

How AI can improve the customer experience?<\/h2>\n

According to <\/span>Forbes<\/span><\/a>, \u201cThe level and quality of service that customers receive from companies is a key feature of the experience it provides. Contact centers play a big role in this \u2013 if customers know they will spend a long time \u2018on hold,\u2019 be passed between multiple departments or end up speaking to poorly trained advisors who can\u2019t help them solve their problems, they are unlikely to rate their experiences with that company highly.\u201d<\/span><\/p>\n

Today’s contact center can deliver a superior customer experience using AI customer support solutions.<\/span> Product knowledge as well as common customer inquiries can be learned by the system – which can then respond quickly to frequently asked questions and requests. Hold times are eliminated. Customers get the answers they need quickly and efficiently. The system can even be scaled up during high-volume periods. The result is improved customer satisfaction, loyalty, and retention.<\/span><\/p>\n

Benefits of AI customer support<\/h2>\n

Implementing an AI-based customer support solution delivers many benefits to your contact center. Here are some primary ones:<\/span><\/p>\n