Ubiquity analyzed BankMobile Vibe's Interactive Voice Response call structure and quickly recommended a customized logic module for routing “Where’s my refund?” calls. The self-service option was implemented within a week.
How AI can help you provide more human CX
of consumers say talking to a live agent is one of their top preferred methods of communication
of consumers say they live chat is one of their favorite methods of communicating with a brand
of consumers prefer chatbots to answer simple questions
thing customers want from a chatbot is the ability to escalate to a human
AI gives you the ability to handle thousands of minor requests simultaneously—so customers can solve their problems without taking significant time out of their day. At the same time, you can free up human agents to deal with more complex interactions that require out-of-the-box thinking or empathy.
That way, the people who need to speak to agents can do so faster and more often. It all adds up to lower costs, as agents are deployed where they can be most effective, which in turn leads to a higher level of customer satisfaction.
Collect and use valuable data
AI can also help to equip your CX teams with more relevant information that can feed into better processes and interactions. On a macro scale, it can analyze customer sentiment surrounding particular products and services.
This gives you a much clearer idea of how your business is perceived than anecdotal evidence, and provides the basis to update products or improve CX. On an individual call level, AI can analyze the customer’s language or tone and automatically escalate the call to a supervisor if necessary.
AI can also improve the quality of agent interactions. Programs that listen in on calls can provide human agents with real-time prompts that empower them to serve customers faster. This again saves time, costs, and improves overall CX.
Keep the balance
It goes without saying that AI isn’t ready to take over your CX operations, and likely never will be. Human empathy remains a fundamental part of customer service. The No. 1 feature customers want in a chatbot is the ability to escalate to an agent. Meanwhile, AI allows you to ensure you provide those human experiences at the right moments, freeing up your agents from minor tasks and engaging them in more fulfilling and effective work.
While AI can save costs and speed up service, it can’t help people feel heard, and it needs human oversight. If overused, AI can damage your brand by frustrating customers and driving them elsewhere. Repeating yourself numerous times over the phone to an Interactive Voice Response System (IVR) is one classic example. (IVR call containment can be powerful when done right, but it rarely is. Learn more about our IVR technology.)
So for best results, combine the empathy of human agents with the speed and analytical power of AI. Balanced well, they complement each other and help you provide a more human CX.
Ubiquity can help you find that balance—and deliver outstanding CX that provides a serious competitive advantage.
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