Enhancing User Experience: AI-Fueled Knowledge to Improve Customer Support
In the ongoing quest to deliver an outstanding user experience, improving customer support is an important step. Organisations now have a powerful ally to help them do that: Artificial Intelligence (AI). And while interacting with an AI-powered chatbot can be entertaining, when that chatbot is trained on the company’s own data it can revolutionize customer support and become a powerful business tool. To learn how, keep reading.
The use of AI-powered knowledge repositories is proving to be a game-changer across industries, delivering a far more efficient and even personalized experience. Vast amounts of information can be made readily available to customers, taking the pressure off company resources and reducing costs while delivering a customer experience that’s second to none.
The value of better customer support
Any improvement to customer support processes is an investment that’s sure to pay off, if you consider just how important it is to the customer experience. To do so at a lower cost is truly a boon. Bear in mind that nearly three out of five customers believe that good customer service (PDF) is needed for them to feel a commitment toward a brand, and 89% of customers report (PDF) that they are more likely to make another purchase after a positive customer support experience, according to Salesforce.
Maintaining a knowledge base
Consolidating and organizing relevant information the old manual way has always been a headache for businesses. A knowledge base needs to be regularly updated, free of error, and easy for customer support agents to navigate. Introducing AI brings a range of key benefits, not least of which is the ability to automate processes like gathering and updating information. This can ensure that a company’s knowledge base is always up-to-date and accurate, from product information and pricing to company policy.
An easier way to find answers
An AI-powered knowledge repository leverages natural language processing (NLP) algorithms to enhance search functionality and make it quick and easy for customers to get answers to their questions. While traditional search systems can be tricky and time-consuming to use and often lead to irrelevant search results, NLP gives an AI system the ability to “understand” customer queries – factoring contextual information and the nuances of human language – to deliver the relevant information as a response to a simple question. Trawling through vast troves of information is no longer necessary, reducing the need for manual intervention. It can answer those questions, suggest solutions, or point customers in the direction of other resources that may be able to assist them.
Personalized recommendations
An AI-powered customer support tool trained on a company’s own data can play a more proactive role in helping to improve the customer experience than a traditional customer support service. The reason? The ability to make effective use of customer data to offer a higher degree of personalization than was ever possible before. Looking at purchase history and tracking customer interactions can help to inform responses and make recommendations unique to an individual customer. Proactive customer service can also create marketing opportunities (since you have purchased product X you may want to consider this add-on – for example). Such personalized customer experiences have been shown to improve online conversion rates by 8%.
Assistance in real-time
Offering 24/7 support has always been a huge cost burden for businesses and beyond the reach of many smaller companies. In-house customer support agents working graveyard shifts and the overhead costs of a call centre are especially pricey while outsourcing it often results in a loss of quality control and a poor user experience that can damage a brand’s reputation.
By using an AI-powered knowledge base, however, even a small SME can deliver high-quality assistance to customers in real time without that enormous cost burden. Customer satisfaction improves with the ability to get information and support around the clock – no time spent waiting on hold or being passed from one department to another.
An important tool for a modern business
Streamlining customer support with an AI-powered knowledge repository can significantly enhance the user experience with improved search, personalized recommendations and data analytics (with the ability to shed light on common issues and identify areas where customers are frequently confused), as well as round-the-clock availability and near-instant responses. If it’s time for your business to jack up its customer support interactions, it’s time to consider leveraging a tool like Cody AI. Come and learn more about it.
