Having watched a few scary TV shows I was pleasantly surprised with the dark sense of fear that passed over me when I finally saw the Upside Down in Stranger Things. The sense of stolen youth and the unknown were palpable, and I’m thrilled season two is finally here.
But placing a support request with my average service provider, I can always wait for that. As a consumer the sense of the unknown, foreboding and lost youth is the same as with the Upside Down, only it’s reality television.
As developers, marketers and support technicians we recognise the possibility that our clients might feel the same if we don’t constantly work on better ways to process help requests and manage the communication flow.
So we asked ourselves, how specifically could AI help us expedite the workflow, especially when the request is first initiated?
Fast and Furious?
Most clients get it, technical issues come up and the fastest way to get resolution is to put the issue on your plate, after all that’s what they pay you for.
But sometimes fast means you just have to call them back to get more detail, which does not mean faster resolution, just greater expectation on the client’s part.
More Hunter, Less Gatherer
Using an automated 1st level support agent can help customers log tickets faster while still retrieving the necessary detail you need to initiate an investigation.
Your own decision tree and existing support process, especially at initiation, is ripe for automation. Contact details, issue description, follow up questions (have you restarted your computer?) and other common questions don’t need a hands on approach to gather, only to solve.
Making your support team 10-20% more productive by removing the gathering exercise for simple requests puts profitability back into your service and makes a happier team.
Using artificial intelligence to gather and process customer request data demonstrates:
1. Your clients have a problem solving partner, not a time waster
2. You would like your staff to have less interruptions providing more time for thoughtful and efficient solutions
3. Your growing business can scale intelligently and iteratively
4. You respect everyone’s time because you’re thinking about ways to give it back
Your AI automated agent will not solve every problem but it will resolve 10-20% of the noise in your support-based business, giving everyone more time to binge watch Stranger Things.