Boost Customer Service Using Artificial Intelligence (AI)

Boost Customer Service Using Artificial Intelligence (AI)

Customer experience is rising to become the top priority of many business companies nowadays. The need is to have a system that can guarantee improved customer satisfaction, which is where Artificial Intelligence (AI) plays a vital role. Here is how we are improving customer service using AI.

The major areas where AI is currently collaborating with businesses all around the globe. To help achieve better customer experience and satisfaction AI is working on:

  1. Personalization
  2. Customer service interaction
  3. Accuracy and Consistency
  4. Insight in Real-time
  5. Customer Service Analytics

Why Investing in AI: Opportunities and Challenges?

  • According to Gartner Hype Cycle for Artificial Intelligence, 2020, although the COVID-19 pandemic has slowed down the investment in AI technology, only 16% of the companies inquired temporarily suspended their AI initiatives and 7% decreased them, while 30% increased their investment. 
  • The reason for that is the verified benefits associated with AI that include:
  • Improved user satisfaction: according to a study , 33% of users are more likely to increase their satisfaction due to the personalized experiences offered by AI.
  • Customer acquisition: companies that have invested in AI are three times more likely to acquire new customers.
  • Customer retention: companies that have adopted AI are 2.5 times more likely to improve customer retention.         

As a result, companies that invest in AI are able to increase their revenue and sales while saving a lot of money on operational and mundane tasks, thanks to the automation provided by intelligent solutions.

AI Use Cases to Improve Your Customer Service?

If you’re looking to invest in artificial intelligent solutions but don’t know where to start, let’s take a look at a few of the most common use cases where organizations are using AI to improve their customer service while delivering engaging and modern applications. 

(1) Chat-bots

  • Chat-bots are a great way to provide a carefree engagement that fits your customer’s busy schedules and one of the most common use cases of AI in customer service.

(2) Language Analysis

  • Language analysis tools enable collaborators to extract key information from customer feedback and, based on that, adapt their communication.
  • Language analysis is a great asset to improve your call center experience. With it, your agents can detect if the customer they’re talking to is happy or unhappy and adjust their tone and actions accordingly.

(3) Object Detection

  • Object detection solutions allow you to automate tasks related to image recognition.

For ex: Banking or insurance institution that wants to accelerate and improve new customers’ on-boarding experience. With object detection, customers can simply upload a picture of their ID, take a selfie, and then automatically match the face in the ID with the selfie and validate the customer’s identification, replacing the whole cumbersome process of doing it in-person. This will save you a lot of time and provide a much better experience for your customer.

(4) Optical Character Recognition (OCR) 

  • Optical character recognition is commonly used in document processing automation. 
  • With OCR, you can train your systems to read a document, like an invoice or an order, extract relevant information and automatically populate the right fields in your system. This way, you’re able to process documents in a more digital and efficient way, to support quicker and more accurate information retrieval from paper documents.

(5) Machine Learning Models

  • we can train machine learning models and integrate them into your apps to weave and evolve predictive analytics that will help you make better and more informed business decisions. 

Take Your Customer Service to the Next Level

By leveraging AI to understand the customer better, taking advantage of real-time decision and predictive analysis, providing a hyper-personalized experience, and using AI to engage the customer, the customer journey can be improved through all touch -points and across all channels.

Here at SOAIS, we provide you with the consultation and help you build the solution, that will reinforce your company in the competitive market.

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SOAIS - Worksoft Newsletter

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Dear Default Value,

Welcome to SOAIS Newsletter of September 2021!

Continuous Testing with Remote Execution
The speed of innovation continues to increase, driving rapid and relentless change for today’s ever-evolving IT landscapes, creating greater risk as IT and business teams scramble to ensure timely delivery. How can your organization keep pace? Test more, worry less. With Worksoft’s Connective Automation Platform, you can easily build and maintain automated tests, accelerating testing time without losing scope or volume. You can schedule and execute remote, continuous tests to intercept defects sooner and prioritize remediation - without sacrificing your nights and weekends. Explore how continuous test automation and remote execution can empower your organization.

Click here to connect with us to get more information on our services.

Skip Costly Rework with Dynamic Change Resiliency​

Change resiliency is imperative in ever-evolving IT environments. Our patented object action framework streamlines change management by assigning object definitions to your shared assets. The same object may be used in a thousand automation steps, but it can be easily updated by making one simple change to the model definition. The change automatically propagates to every single instance where that object may have been used without a single line of code or manual human involvement. For more change readiness you can also engage our Impact Analysis for SAP to predict how changes in SAP transports will affect your business processes. 

Please click here to watch the video to get a gist.

SOAIS Blog – Nuts and bolts of Certify Database Maintenance​

One of the key thing, which is often missed by the organizations, who have invested in using Worksoft Certify for automating their Business Process Validation initiatives, is implementing a Database Maintenance Plan. While the business and the test automation consultants get excited about the shiny new thing that they have got and start building the regression suite; planning and executing a database maintenance plan for most of the customers gets pushed down the priority list. However, since all the test assets in Certify are stored in a Database, a robust database maintenance plan is very important to maintain smooth operation of Certify with acceptable performance criteria. The customers usually start facing issues once they have built significant number of Certify processes which they have started executing on regular basis. Such executions add a lot of data to the tables storing results data and increase the overall size of the Certify database.

Please click here to read the complete blog.

Worksoft Blog – Process Intelligence: A Multi-Dimensional Approach

The ability to extract process knowledge has become easier through the years. Technology has evolved to the point where we can deploy capabilities that connect at multiple levels to extract different types of process insight. In the past, organizations were forced to spend enormous energy extracting data manually from different applications and databases. Then, they would have to use things like spreadsheets to transform the data and convert it into meaningful information. 

Please click here and read the complete blog.
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