Contact Center4 MINS READ

AI is All the Rage — But How Does it Work?

October 23, 2022 By Zachary Lukasiewicz
  • Zachary Lukasiewicz
  • October 23, 2022

AI can help us do our jobs better, engage with our customers faster, and even improve customer satisfaction. First, let’s talk about the different use cases of AI.

 

AI can help with social media management.

Social media is a complicated beast.

There’s the obvious tasks like responding to comments, but it also involves monitoring keywords and trends.

AI can help with all of these tasks, although it’s important to note that there are still some ethical issues with using AI for marketing purposes.

There are a few ways in which AI might be used for social media management:

  • Monitoring social media platforms for mentions and keywords (so you know when customers have questions)
  • Responding directly to customer posts and messages on your accounts
  • Engaging with customers through automated responses (e.g., thanking them for their support)

 

AI may be able to deflect callers before they call a contact center agent.

AI may be able to deflect callers before they call a contact center agent.

If you’re an organization that doesn’t want the hassle of a phone tree, and instead wants to offer customers a natural conversation with an AI-powered virtual assistant, that’s possible too.

An AI chatbot can route calls from incoming customers to the correct destination based on their needs—whether it’s self-serve or human intervention.

This has many benefits for both businesses and customers: increased efficiency, cost savings for your business, satisfaction for your customers who don’t have to wait on hold as long or at all.

The best part about this approach is that it puts control in their hands—so if something goes wrong with their service (which does happen sometimes), you won’t feel responsible because they decided on their own whether or not they wanted help from another human being.

 

AI can’t solve every issue.

It needs help from a human.

One example of this is when an AI is called upon to answer a question that it doesn’t understand or has no experience with, like: “What time is the Avengers movie showing at the theater?” If your AI doesn’t have knowledge of the Avengers, then it will simply say so instead of providing an answer you don’t want (e.g., “there is no such movie”). This might seem like a small example, but imagine how frustrating it would be if every single time you asked Google Maps for directions or Siri for help with something simple, they responded with “I don’t know what that means.”

That’s where most businesses fail to see the bridge. Artificial Intelligence requires human involvement to curate, which is why organizations choose LinkLive for their customer engagement platform. We help companies transition to using advanced technologies such as AI, even in highly regulated industries such as finance and healthcare.

 

Uses AI contact center solutions to engage with customers – wherever they are.

AI is not a replacement for humans.

It’s a tool that can help improve the customer experience, but it has limitations that must be considered before implementation.

AI can’t solve every issue, but it can make some aspects of your contact center more efficient and effective.

Contact centers have traditionally been used as an agent-assisted system to start conversations with customers at scale and then transfer them to an agent if needed.

This process takes time and effort from both the company and its employees; however, AI-enabled contact centers allow companies to reach out directly to customers through social media or text chat without having to go through an intermediary.

By connecting with customers on their preferred communication channel (e.g., Facebook Messenger) or even through voice assistants like Alexa or Siri), companies are able to reduce wait times while also increasing engagement rates — resulting in better customer satisfaction scores across all channels.

The bottom line is that Artificial Intelligence isn’t the solution to all things.

It has its strengths and weaknesses just like humans do.

But it can help you work smarter and faster by automating some of your most time-consuming tasks so you can focus on what matters most – your customers.

Request a Demo →

Subscribe for updates