To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.
A company that provides emergency event management software wanted to make their customer support staff’s lives easier and enable them to deliver excellent service to the business’s growing client base. They opted to deploy an artificial intelligence solution from our portfolio to streamline customer service and enhance the employee experience.
Previously, agents had to manually search multiple systems and knowledge bases to answer questions and resolve tickets. This led to longer resolution times, which is less than ideal when customers are dealing with life-or-death situations. The AI solution consolidated all those systems and bases – along with similar tickets and trends – into a single search engine integrated with the ticketing system agents utilize. The AI analyzes each incoming ticket and offers the responding agent all the information necessary to answer the query or solve the issue.
This automated knowledge retrieval solution allows staffers to resolve tickets faster and avoid escalation. Thanks to AI, the software supplier now enjoys a consistent 99 percent customer satisfaction rate.
If you want to improve your organization’s customer experience (CX) and employee experience (EX) simultaneously, you should consider implementing the same solution. This AI-powered “answer machine” can lead to happier agents, more satisfied customers, and significant productivity gains.
AI assistance for customer service: Key features and benefits
With the power of artificial intelligence, you can position your contact center agents for success. This AI platform ensures your employees will have the answers to queries instantly at their fingertips, allowing them to save time and deliver spectacular customer experiences.
With this solution, you can expect to see results like these:
40 percent reduction in average handle time
35 percent decrease in escalations
30 percent increase in agent productivity
Customer satisfaction scores of 99 percent+
Our technology advisors can help if you want to explore your AI solution options. With over 20 years of IT industry experience and access to the latest market data, niche offerings, and comprehensive comparison matrices, we can save you dozens of hours you’d otherwise devote to vetting products and providers on your own.
We’re also currently offering a free AI assessment for qualifying businesses – and we’re so confident that you’ll love the results that we’ll pay you $1,000 if you don’t move forward with a purchase afterward.
Accelerate your AI journey today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
