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Connect with us to discuss how we can assist you with automating the customer service process and generating insights from customer service interactions.
Business Challenge
Increasing customer service calls
The challenge you face
- Customer service representative or administration clerks are inundated with customer service calls.
- Customer service issues are not resolved timeously.
- Customers are having to make multiple calls to get issues resolved.
Implications of not addressing the challenge
- Customer service representatives become overwhelmed with the number of calls.
- Customer service representatives become disengaged resulting in staff turnover and short tenure.
- Businesses focuses on resolving issues rather than on profitable growth.
- Customers become dissatisfied and leave.
What does success look like
- Issues are resolved proactively before they affect the bulk of customers.
- The volume of work for customer service representatives decreases, leading to better work-life balance and lower staff turnover.
- Customer service representatives spend more time on value adding conversations with customers.
Algonomix solution
- The solution includes automating aspects of the customer service process using conversational AI and bots that are available to service customers on a 24/7 basis.
- Issues raised by customers during customer service calls, review websites and social media are automatically recorded and analysed using natural language processing and language understanding.
- Key issues are identified using natural language processing, and trending issues are addressed proactively before affecting the bulk of customers. Customers are alerted on issues being faced and the resolution steps being taken before they raise the issues.
- A feedback loop is included to continually improve the customer service bots to ensure they are addressing the latest issues.