Consumers reach out to businesses like yours every day, seeking answers to questions and help for problems. Staffing phone banks with knowledgeable customer service professionals have been the norm for years, but some find it inefficient.
There may be a better way, a partnership between technology and the human touch. Artificial intelligence (AI) surrounds us, and many businesses have opened the tent to welcome in the Chatbots who encourage the customer to share helpful details and the computer analytics that are the “real” monitors of that phone call.
Conspicuous consumption creates vast amounts of data that can inform businesses. The bits and pieces of information are not merely extensions of the traditional forces of supply and demand. Sophisticated, continually evolving collection techniques improve the gathering of objective details like gender, age, location, and previous purchases.
Crunching the numbers for individual consumers and across the marketplace is most easily and accurately done by computer. Analyzing tallows AI to identify what appears important and desirable at a personal or general level to one category or subcategory of customers. AI can predict how consumers will respond, including what a business can do to increase to odds of conversion during the customer service experience.
Artificial intelligence continues to expand its ability to quantify aspects of the consumer experience. Speech analytics is one way AI assists your marketing team. Accurate transcription of what the inquiring customer said gives a robust background. AI also can tag emotions, anticipate behaviors, and characterize intentions.
Harben Marketing foresees your concern about where your valued human capital weighs in the AI-enhanced equation. Your team adds the creativity and empathy to the information AI provides. Customer service professionals are already more on-board than you might think, with over half surveyed believing that AI involvement not only improves the customer experience but also increases live agents job satisfaction.
In the final interfaces between a wondering or frustrated customer and your helpline, customer service staff members benefit from everything AI offers. The customer is king (or queen), and in the quest to make the customer feel heard and served, artificial intelligence is HR’s perfect new hire. Contact Harben Marketing for more information about this brave and improving new world.