The digital era brought a silent revolution, more deeply impactful, in the way companies interact with their customers. At the core of this transformation is Artificial Intelligence (AI), a disruptive force that is redefining service. With the ability to automate repetitive tasks and provide a personalized and proactive service, AI is becoming the cornerstone for significant operational gains in customer service teams
I highlight generative AI as a powerful tool for managers and team supervisors. Through natural language prompts, it is possible to configure workflows and create agent profiles with efficiency and accuracy, freeing up valuable time for employees to focus on more complex and humanized tasks
McKinsey & Company points out that the implementation of AI in customer service can result in an increase of up to 40% in operational efficiency. Market giants, like Amazon and Banco Santander, they have already reaped the fruits of this innovation, reporting not only an improvement in customer satisfaction, but also a substantial reduction in operational costs, thanks to the adoption of chatbots and other AI-based solutions
Artificial Intelligence is not limited to processing information at a staggering speed — 60 thousand times faster than a human, according to Forrester Research —, it also allows for a personalized service based on behavioral analyses and individual preferences.According to an impact study of a Beta program of generative AI in CX solutions, developed byFreshworks, agents who used AI to reshape resources in order to serve their clients experienced an average time savings of 50% in their routine. This not only improves the speed of service, but also allows customizations based on individual behaviors and preferences, in addition to giving companies the breath to scale without changes in the workforce
The ability of AI to provide continuous support, 24 hours a day, 7 days a week, without interruptions, it is a direct response to the demand for a service that not only meets, but exceed expectations. Це не тільки покращує досвід клієнта, but also strengthens brand loyalty, creating a virtuous cycle of engagement and satisfaction
The Customer Service Suite, for example, it is a unified omnichannel solution, developed by Freshworks and based on artificial intelligence, that helps your company stand out both in conversational support and in the quick issuance of tickets. The chatbot is capable of diverting up to 70% of open tickets, allowing the team to focus on strategic negotiations.
Коротко, Artificial Intelligence is establishing itself as the solution for operational gain in customer service teams. It offers an unprecedented opportunity for companies to transform their services, making them more efficient, customized and aligned with the needs of the modern customer. As we move towards an increasingly automated future, AI positions itself as an essential competitive differentiator for any organization that wishes to thrive in the new digital economy
The secret to success lies in a strategic approach that combines artificial intelligence with human sensitivity, providing a comprehensive and rewarding customer service experience, instead of simply replacing the human element, as many "experts" mistakenly suggest
