How will artificial intelligence assist customer service agents?

How will artificial intelligence assist customer service agents?

2017년 7월 21일
How will artificial intelligence assist customer service agents?

Artificial intelligence has the capability to help organizations scale, build trust between companies and customers, and influence the latest trends, but how exactly will it help assist customer service agents? The latest innovations in artificial intelligence will showcase features with big upsides for agents, particularly in increasing agent productivity and seeing that customers are dealt with as efficiently as possible. We’ve highlighted three features of AI that will help assist customer service agents.

Artificial intelligence will assist customer service agents with…

Predictive insights and analytics

Similar to how machine learning algorithms can predict new music or movies that fit your taste, artificial intelligence will be able to make predictions about customers that benefit the agents. These predictions can provide insights to customer behavior based on specific factors, such as the contents and timing of tickets. They’ll also power new tools for predictive analytics; for example, Zendesk’s Satisfaction Prediction can give agents a better understanding of their interactions by using AI to anticipate the customer’s satisfaction (CSAT).

Recommendations for the best next actions

Building off of the benefit of predictive insights, artificial intelligence can provide recommendations for the next best steps. Machine learning models can learn what the best response is to a particular ticket and suggest how an agent should proceed. This can be beneficial for complex products and services with lots of support options, and it can be especially handy for new agents that need the extra level of guidance.

Automated actions

Artificial intelligence can even take predictive capabilities a step further by learning to automate specific reactions to customer tickets. For example, AI can recognize tickets that need urgent attention by enabling a macro response to both a customer and an agent, ensuring that customer’s need are being prioritized while the agent is aware of the urgency. Artificial intelligence can also be used to automate responses to frequently asked questions/low-priority tickets to enhance competence in customer self-service. For example, Answer Bot can learn which help article to direct customers towards, especially if lots of customers are asking similar questions.

Getting started with Zendesk Guide

자세히 알아보기

범람하는 정보를 제대로 이해하고 활용하는 것이 쉽지 않습니다.

Zendesk 뉴스레터에 가입하여 원할 때 읽으세요.

올바른 이메일 주소를 입력하세요.
가끔 Zendesk 제품 및 서비스에 관한 이메일도 보내 주세요. (언제든 수신 취소할 수 있습니다.)
옵션을 선택하세요.

클럽에 오신 것을 환영합니다!

문제가 발생했습니다. 나중에 다시 시도하세요.