Each year brings technological advances that better the tech industry as well as the personal and professional lives of many. The integration of artificially intelligent bots for both internal and external operations has become increasingly popular over the past several years. As the abilities of bots grow, both employees and customers are learning to take advantage of the benefits of AI-driven bots.
AI Bots for Internal Operations
The use of AI bots in a client-facing manner can greatly impact a businesses customer service model. If used correctly, customer experience can go from moderately happy to extremely satisfied. Not only can a great customer service model help retain current customers, but it can also help bring in new ones.
The 24/7 availability of bots that are used as customer service representatives provides customers the opportunity to have their needs handled almost immediately. From troubleshooting, to talking to prospective customers and handling various tasks, there is much value in utilizing AI bots. In some cases, bots have the capability to make a seamless transition to human representative if the needs of the customer surpass the abilities of the bot.
However, bots can be more helpful to companies than a human representative, which is why using these tech features as front-line responders for customers can properly filter issues by their level of urgency. Through natural language processing (NLP) and machine learning, chatbots can navigate solving the issue while maintaining a personalized relationship learned through previous responses. This allows for immediate customer satisfaction and a stronger customer relationship.
AI Bots for Internal Operations
AI-driven technology can also be used internally to drive companies to becoming more customer-centric. Including this technology in an organization’s internal operations can help automate tedious or mundane tasks so employees can prioritize the hard-hitting customer needs.
The use of virtual assistance powered by AI was once a scary thought for employees who believed they would be replaced by this technology. However, nearly 65% of employees surveyed in an almost 9,000-person survey stated they were optimistic, excited, and grateful to have robot co-workers after years of slow integration worldwide.
Different business solutions are often sold with AI-powered technology already built into them to make employees’ lives easier. For example, cloud-based ERP systems have artificially intelligent, data-driven features that help optimize cash flow, improve financial performance, and increase agility across inventory, payables, receivables, and procurement. ERP systems can also include built-in employee-facing chatbots to help with various tasks, such as approving timesheets and tracking project statuses.
With increasing needs from customers, including new and upcoming digital discoveries, can change the field-of-play for not only internal employee morale, but for a business’s customer service model as well. The capabilities of artificial intelligence are just being tapped into, so there’s no knowing what will be possible over the next several years.
As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.