Customer service
How AI assistants are revolutionizing customer service in enterprise businesses
Avoid common pitfalls in AI implementation with Freeday's strategic checklist. Ensure your AI projects succeed from the start.
Often, this is due to:
- Outdated technology,
- Lack of implementation,
- Poor conversational design,
- The wrong use case,
- Absence of teamwork between chatbots and human agents.
To avoid negative results when adopting generative AI solutions in support of your client-facing teams, it is important to have an experienced partner. Opting for a cheap, off-the-shelf tool might seem like a great idea, but without the right implementation and setup, it can lead to disastrous outcomes in customer experience.
1. Find the right use case: Start small and simple. AI can be helpful quickly when you focus on FAQs. These questions often represent 80% of the total number of questions. By starting here, your team instantly gets more time to help customers with more complex questions. It also gives your organization time to get accustomed to AI (which then turns out to be not that scary at all ;-).
2. Choose proper technology solutions:
Don't use generative AI just because you feel you need to (FOMO!). Instead, be advised on what technology works best for your specific situation. Quality, speed, and costs are interrelated. If you want both quality and speed, the costs will rise. For example, in a chat, speed is extremely important as it suits the channel. Therefore, you should deliver this in your chat solution. In handling an email or a service ticket, a few seconds more or less processing speed might not harm your customer experience and can help you provide higher quality output. Experts like Freeday know exactly what tech stacks work best for your situation.
3. Team play:
Although involving digital employees in your service operations will reduce costs, in most cases, we would not advise you to focus on this. Let it be a secondary outcome and focus on teamwork instead. This means involving the team in setting up the digital employee and deciding how they work together. A digital employee can be helpful in handling the FAQs, for instance, but also in assisting human agents in finding the right information instantly to answer a client in an outstanding way.
4. Plan your roll-out and improvements:
Like real human employees, digital employees need their attention and career path in place. Of course, in another way, but still. Customer behaviour changes over time, along with channel preferences. And your organization might value the outcome differently over time as well. While it is now amazing that you can handle FAQs instantly, multichannel, this may become a commodity in maybe one or two years max. To at least match your clients' desires and needs, you need to level up. Go to the back office and make improvements there as well. Digital Employees' performances are fully transparant via our reporting dashboard.
5. Partner up & get help:
If you haven’t started yet investing and experimenting in AI-powered services, it might be too late in terms of lead time and investments to build it in-house from scratch. Consider hybrid solutions or finding one or multiple partners to add value fast. The time to market of in-house builds is long, it's a bumpy uncertain road and very expensive as well. With partners, you can improve a combination of decreasing uncertainty, time to market, and costs. All based on your situation. But it is wise to take this into account.
6. Start now:
AI will impact and disrupt all facets of work at a fast pace. You need to build a culture within your organization where you are adapting to this new wave of technology. It is also a great way - when well executed - to stand out in a commoditised market by improving margins, lead time of both customer and internal processes, keeping your employees happier. And start adapting to the rising expectations customers have now that they are getting used to the benefits of AI in other customer experiences.
That sets a bar.
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