Leverage AI to optimize customer service outcomes

Leverage AI to optimize customer service outcomes

Nitesh Dudhia

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Nitesh Dudhia is co-founder and CBO of Aikon Labs Pvt Ltd. Nitesh has labored on market alternative identification, enterprise planning and technique formulation and execution for digital transformation.

As workplaces worldwide shift to distant work, our interactions with prospects and colleagues have developed in tandem. Professionals who as soon as relied on face-to-face communication and agency handshakes should now shut offers in a world the place each are uncommon. Coworkers we as soon as sat beside every single day at the moment are solely out there over Slack and Zoom, altering the character of inner communication as properly.

While this new actuality presents a problem, the development of key applied sciences permits us to not simply adapt, however thrive. We at the moment are on the precipice of the largest revolution in office communication because the invention of the phone.

It’s not sufficient to easily settle for the brand new established order, significantly as the general financial local weather stays tenuous. Artificial intelligence has a lot to supply in bettering the best way we communicate to at least one one other within the social distance period, and has already seen vast adoption in sure areas. Much of this algorithmic work has gone on behind the scenes of our most-used apps, corresponding to Google Meet’s noise-canceling expertise, which makes use of an AI to mute sure extraneous sounds on video calls. Other advances work in real-time proper earlier than our eyes — like Zoom’s myriad digital backgrounds, or the automated transcription and translation expertise constructed into most video conferencing apps.

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This type of expertise has helped workers notice that, regardless of the unprecedented shift to distant work, digital conversations don’t simply attempt to recreate the in-person expertise — moderately, they’ll enhance upon the best way we talk fully.

It’s estimated that 65% of the workforce shall be working remotely inside the subsequent 5 years. With a extra hands-on strategy to AI — that’s, utilizing the expertise to really increase on a regular basis communications — employees can acquire perception into ideas, workflows and concepts that might in any other case go unnoticed.

Your customer support expertise

Roughly 55% of the info corporations acquire falls into the class of “darkish information”: data that goes fully unused, stored on an inner server till it’s finally wiped. Any firm with a customer support division is invariably rising their inventory of darkish information with each chat log, e mail change and recorded name.

When a buyer telephones in with a question or grievance, they’re advised early on that their name “could also be recorded for high quality assurance functions.” Given how low-cost information storage has turn into, there’s no “perhaps” about it. The query is what to do with this information.

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