Artificial Intelligence is revolutionizing our world as we know it. Countless industries, including customer service, are rapidly adopting AI in ways that you may not have thought of. These aren’t a replacement for the customer experience you’ve already built, it’s more of a sidekick to the heroes that already exist on your team.
DiRAD Sidekick
In your everyday life, when you encounter a question, an answer can quickly be found with a Google search. When your agents encounter a problem related to your business, you want them to have a ‘google’ with all the information they need that’s company approved, problem specific, and catered to their needs. AI-powered DiRAD Sidekick is there to help Customer Service Representatives in real-time. DiRAD Sidekick answers questions posed by the CSR, aiding them with quick answers before they ever have to pull in a supervisor for assistance. CSRs for the Board of Elections are already using this sidekick to help them assist voters of New York City. For example, if a CSR can’t remember where a caller needs to go if they want to find their polling place, the DiRAD Sidekick is there to answer them immediately.
AI-Powered Assistants
Say you have your AI sidekick helping on real-time calls alongside CSRs, but they’re still overwhelmed with queries from customers. Some of which are very simple. That’s where you can provide AI assistants straight to your customers. Fully trained with your company messaging, AI-powered chatbots and DiRAD SmartSpeech IVR can handle customer inquiries and requests around the clock. These sidekicks to your customer service team can answer simple questions without involving a customer service representative, as well as route customer inquiries to the right department or agent if they can’t solve their query. All while using plain speech, instead of traditional digital assistants that ask you to ‘press zero for representative’. These sidekicks not only improve customer satisfaction by removing frustrating wait times, but also reduce operational costs by providing assistance 24/7 and free agents up to focus on more complex and high-value interactions.
Smart Translator
A common problem in customer service is when you have a customer who either does not speak your CSR’s language or is not a fluent speaker, leading to confusion and miscommunication. It would be nice to have staff who spoke multiple languages, but in many cases that’s not realistic. That’s where your new AI-powered Smart Translator comes in. This can be used in a chatbot where no live agent is involved, or it can translate in real-time on a voice interaction with the caller. When providing service to a diverse customer base, Smart Translator allows you to better understand your customer’s needs while dramatically lowering translation costs.
While AI has the potential to significantly enhance customer service, it is important to note that it is not a complete replacement for human agents. In many cases, complex issues or emotionally charged interactions may still require the empathy and problem-solving skills of a human customer service representative. However, by working together, AI and human agents can create a more effective and satisfying customer experience.
Looking to implement any of the sidekicks we talked about into your customer experience workflow? Contact us today to get started.