A comprehensive guide to AI in customer service
The AI buzzword has taken over the internet and there's no escaping it. If you are unsure of the impact of AI in customer service but are constantly under the pressure to include it in your operations, this page will help you find the answers to your questions and make a more confident decision for your business and customers.
AI for service agents and your customers
Increase agent productivity and deliver personalised service
There are several processes involved from the moment a ticket is raised until the point it's resolved: assigning the ticket to the right agent, understanding the problem, getting input from other teams, and drafting a suitable, personalized response. Unfortunately, this often involves long wait times, and poor customer experience. It can also take a heavy hit on repeat customer purchase as 55% customers have reported that they are likely to stop buying from a brand after several bad experiences, while 8% said they'd leave after one bad experience.
Here's how AI can help reduce the amount of time spent at every stage and empower your agents to provide quick responses to customers.
Intelligent ticket routing
Your agents can focus on issue resolution as AI automates the ticket routing process by accurately predicting the issue type, product involved, and various other details—triggering the workflow to automate processes.
Response summaries
To ensure your agents provide the best possible experience, it's essential for them to understand the issue effectively but also quickly. Generative AI summarizes the content for your agents so they can avoid spending time reading lengthy paragraphs without missing any important details.
Response enhancement
Spending hours crafting the ideal response to every customer inquiry hinders agent efficiency. Generative AI assists agents by offering reply suggestions and enabling them to customize the message's structure, length, and tone for quick and effective service.
Customer sentiment analyses
Sometimes the emotions build up caused could outweigh the intensity of the issue. Which is why it's essential to first understand your customer's emotional state, and communicate with them empathetically. AI helps in the first stage, by identifying the emotional state even before your agents read the ticket, so your agents can understand the situation from customer's perspective.
Improve self-service quality for your customers
According to a report by Gartner, around 70% of customers use self-service channels at some point, but only 9% could resolve their issues. A few reasons for this are outdated content, unmonitored self-service channels, and a lack of customer control over their self-service journey. AI can help you improve the self-service experience in several ways.
Chatbots
To meet your customers' need for instant and accurate service, you can deploy an AI bot on your website. The chatbot generates appropriate answers based on customer's request by utilising the information available in your organization's knowledge base. In case the customer requires agent assistance, the AI bot can either initiate a live agent request, or open a ticket form, collect details, and share them with the agents. This helps your agents focus directly on the issue instead of spending time collecting information.
Knowledge base insights
It's important that your knowledge base stores articles that your customers want. AI can help you improve by highlighting commonly raised queries through ticket tags. This helps reduce agent workload and meet customer demand.
Leverage the powerful capabilities of
Zoho Desk's AI Zia
Be available 24/7
Zia assists customers on their self-service journey by delivering precise and instant answers by retrieving query relevant articles from your knowledge base.
Send faster responses
Save your agents time searching or typing lengthy replies with ready-to-use responses generated by Zia.
Streamline service operations
Zia notifies you of ticket anomalies, predicts ticket fields that trigger automation workflows, and consolidates key metrics in the form of dashboard for faster and efficient operations.
Build a powerful knowledge base
Zia analyzes common questions and shares this data with you so you can build an informative knowledge base for your agents and customers.
Deliver personalized service
Zia's integration with ChatGPT helps your agents get a quick summary of each customer request, and understand customer sentiment through mood analysis so that they can focus on personalising experiences.
Better customer service awaits.
Try Zoho Desk.
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- No software to download.