no more waiting in a queue queries dealt with 24x7; always on accelerate self service capability & enhance customer experience...
Customer Experience (CX) has become a burning issue for many businesses with many making the quest to get it right their holy grail. It is without doubt one of the most critical factors in modern business and is a key differentiator for the discerning consumer.
CX is one of the main reasons that the use of AI is now relevant to business operations, due mainly to the massive increase in online self service.
Most businesses have been automated and digitized with many having follow the sun customer support. Offshore contact centres, disparate systems and revenue focused channel activity has left many customer service initiatives in tatters and many once loyal customers switching to competitors.
It is reported that online self-service is now the primary channel for customer service, with nine out of ten people using a brand’s website as a source of information before contacting via phone or email.
This means that at a minimum a business needs to provide an efficient and consistent online self service experience on their website or risk losing customers to more tech savvy competitors.
AI can help drive relevant traffic to your website, deliver an intuitive and intelligent self service solutions that will allow users to find the right what they are looking for quickly and efficiently.
If improving online self service is a priority for your business, AI is quite possibly the answer.
Brands need to introduce new methods of customer service that allow consumers to help themselves but in a rapid and efficient manner at any time of day. With the web being most peoples’ initial source of information, companies that fail at this first hurdle will lose business.
Independent European research study:
what consumers want from online customer service
67% of consumers use web self-service knowledge to find answers to questions
86% will not return to a website that gives poor customer experience
81% would engage with a Virtual Assistant if it accelerated self service
“By now, everyone knows that engaging and dynamic customer experiences are a key competitive advantage, and ‘business as usual’ will no longer suffice to support these engaging digital experiences.”
Customer service accounts for an average of 75% of all customer interaction with the enterprise.
For many years large organizations have focused on improving back-office systems and processes.
The Gartner CIO Agenda survey shows that attention has now turned to the “front office” and specifically to activities that improve sales growth and attract and retain customers.
Traditional thinking states that improving the customer experience requires a greater investment in time with the customer, more training for Customer Service Agents (CSA’s) and a focus on customer satisfaction as the key measure of success.
However the latest research suggests that the fewer barriers you present to a customer and
the more opportunities you provide to self serve increases satisfaction, loyalty, and repurchase. Customer service accounts for an average of 75% of all customer interaction with the enterprise.
Deliver a Better Service Online
Research indicates that the need for instant information is driving consumers online to self serve on a companies website to find answers to their questions, and then to a competitor’s website if they can’t.
An intuitive and intelligent virtual assistant system is able to interpret the meaning and context of a customer query which has been written in natural language. The system will respond immediately and efficiently to the customer removing the need to navigate to pages buried deep in complex website structures or searching lengthy FAQ lists.
Improving online self service has a direct positive impact on customer experience.
An Average Monday in the UK: PCs for Lunch and Tablets for Dinner
In today’s multi-platform environment many people consume content on the go using different devices throughout the day. Looking at the share of device page traffic on a typical work day in the UK, we can see that mobiles capture the largest share of page traffic in the early mornings, especially between 7am-9am as Brits consume digital content over breakfast or during their commute to work.
The highest share of computer usage occurs during core working hours (10am-5pm), taking a dip in traffic share in the evenings after 8pm. This makes room for tablets which are used heavily during evenings, with share of device page traffic peaking at 8pm-9pm on a typical workday in the UK.
AI is device and channel agnostic so your customers can reach you 24x7
Providing consistent information seamlessly across all business channels is a challenge for many businesses. Not doing this is a major point of frustration for consumers. Most businesses have a strategy to deal with the consumers demand for multi channel engagement but many haven’t considered AI.
Imagine a technology that can seamlessly and consistently transfer the context of a customer interaction across the various business channels and deliver an immersive and effective business/customer experience.
Avatar vs VA
If there is one thing when discussing the subject of AI in the context of business functions it is the meaning of ‘Virtual Assistant’. (VA)
According to Garnter:
A VA is a conversational, computer-generated character that simulates a conversation to deliver voice- or text-based information to a user via the Web, a kiosk or a mobile interface.
To be clear, a VA is not necessarily and does not need to be a ‘computer generated character’ a ‘VA’ is simply the software service that engages and interacts with customers in a human like but automated and conversation across multiple channels.
A VA can be as simple as a search box or a full on immersive 3D Avatar experience.
An avatar is front end the graphic persona that is used to humanise the interaction between the user and the system.
Avatars vary widely in their appearance from basic 2D static images to fully lip sync’d 3D photo realistic characters with expression and motion capabilities.
A word of caution here. The more human like and fluid the avatar is in appearance the greater the expectation there will be from the user in respect to the quality and accuracy of the information they provide.
So if you are thinking of deploying an avatar it is important to consider the complexity of the environment in which they will be placed and the expectation of service from the users.
You CAN give your customers exactly
what they want... ...and much more!
Semantic SEO Tools combined with Natural Language search can
increase web traffic, enhance Self Service and improve sales.
Get Found, Get Busy, Get Ahead!
Semantic SEO tools allow you to create new content based on actual user questions and vocabulary using all different descriptions that real users type in to search engines. This content will be later crawled by all popular search engines and this is the content that will bring visitors to your website that would have otherwise gone elsewhere.
Businesses using fully-automated Semantic SEO Tools have seen increases in their organic traffic by at least 7%. Customers have just appreciated finding the exact information, product or service they were looking for and completed the purchase.