How does AI help incident management systems? |
Posted: October 29, 2020 |
, every company worth their salt will stand behind their products or services and since the customer is always right, this often means that the folks working in customer support need to muster all of their expertise, communication skills, as well as patience on a day-to-day basis. This is not only tiresome for the employees that have to do this job day in and day out, but it creates another big problem that typically didn’t have a definitive solution – bottlenecks. There’s only so many complaints and problems a customer support person can tackle in a day and the troublesome thing is that many people come seeking help for the same problem as the person before them. Of course, as folks in the customer support department can’t outright reject to address their customers’ problems, this leads to a high traffic – low output sort of situation, where there is a ton of work but not much is being achieved. Now, as rough as working a position of a customer support representative has been so far, in the recent years, things have started to get better thanks to the involvement of AI as a part of online support structures. In this article, we’ll explain how AI can help take a massive amount of pressure off the folks working in customer support by providing instant answers to the majority of common complaints. This means that humans working in customer support can concentrate on tackling the more challenging obstacles their customers face when using their products or services. Here's how it works. Automatic Prioritizing… of the incidents is what’s been making the life of operators at customer support much easier than during the pre-AI times. The way it works is that the computer in charge of the customer support AI system will automatically sort the complaints and tickets that are received so that there’s a distinction between high and low priority ones. This way, the low priority ones can get redirected to some of the other AI-assisted solutions, while the customer support people can concentrate on the more urgent cases. Intelligent Search FunctionIf you’ve ever had a problem with your browser or a web service you were using, you probably noticed that getting to the point where you get to talk with a customer service representative is not that easy. This is because most company websites nowadays go out of their way to set up an AI-assisted customer support, which includes an intelligent search function as one of its first ‘lines of defence’ against common and easily-soluble complaints. For example, if your Google Chrome is acting up and you aren’t sure why, typing in ‘Google Chrome glitching’ or anything along those lines will result in the search results showing you a couple of answers, one of which could be to update your browser. So, rather than taking the time out of an operator’s workday just because your Chrome is out of date, the intelligent search function will suggest to the user the most likely solution for their problem. This approach to sorting out customer’s problems is beneficial to both the customers and the operators who don’t have to worry about clogged phone lines and chat windows as much. Incident RoutingOne of the biggest holdbacks of having customer support in place that doesn’t have an AI component to it, so to speak, would be that the tickets and requests that get filed by the customers aren’t sorted properly. What this means in practice is that there is no way of knowing where this ticket will land once is submitted, which then means more time needs to be spent on redistributing it within the customer support system. ChatbotsWhile looking up the solution to your problem online or being offered one on one of the redirect pages of the site you’re on can get the job done, many people still prefer to talk to someone, as it seems more reassuring. This is where chatbots come in. These AI ‘constructs’ represent a cornerstone of a modern incident management system, as they are popular, easy to use as they work like any other pop-up chatbox system, and thus take a lot of pressure off of the real customer support people.
All in all, the folks working in customer service are often fighting a tough and at times exhausting war of attrition, constantly being forced to answer the same queries and offer the same solutions. With new AI-powered incident managing systems, however, the future of online customer support seems to be fairly bright, as more and more companies continue to adopt it.
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