An introduction to Customer Service Automation and AI

There are numerous well-known examples of service automation and Artificial Intelligence (AI) in use such as Amazon’s Alexa and Apple’s Siri. AI is something that we are seeing more of in relation to Customer Services and contact centres, in a bid to deliver exceptional customer experience, 24 hours a day, 7 days a week. In fact a survey by MIT of over 1,000 business leaders found that customer service is the department most likely to have deployed Artificial Intelligence (AI) deployment today, and it will continue to be the leading area of AI.
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AI involves technologies such as machine learning, speech-to-text/text-to-speech, deep learning, analytics, chatbots, voice assistants and natural language understanding, all closely integrated to provide outcomes similar, or even superior, to those achieved by human agents.

However this is still an emerging technology in relation to customer service and contact centre implementation, therefore we are producing a series of blogs offering information and advice that will be useful no matter what stage you are at in your AI journey. The subjects that we will be covering are:

• Do I need a chatbot?
• What are the future projections for AI in customer experience?
• What does AI mean for contact centres? What are all the related technologies and how do they integrate?
• How do all the associated technologies including chatbots, virtual assistants and digital advisors work together to provide a framework for your ideal AI solution?
• Will AI work for me if I don’t have a contact centre?
• How can you get ROI from AI and where are the quick wins?
• What sectors/departments are using AI and who are the quickest adopters?
• What size of organisation can implement AI and how much does it cost?
• How can AI help organisations with remote working?
• How do I start my AI customer service journey? What are the steps we need to take?
• What sort of resources do I need for setting up virtual agents and maintaining AI in a customer service centre?
• What makes a successful AI project? What pitfalls do I need to avoid?

Don’t forget to keep checking back to read our latest blog. If you are ready to jump in right now and need more information please contact us on 0333 6000 360 or email info@converse360.co.uk to see how we can help you achieve this.

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