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Companies Use AI to Enhance Customer Service Experience - Jacada - ContactCenterWorld.com Blog

Companies Use AI to Enhance Customer Service Experience

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

If we utilize technology in our personal lives in order to make our lives run smoothly, economically, and efficiently, doesn't it make sense to apply it in work situations as well?

One of the most remarkable forms of technology one can use to make a call center run more efficiently is Artificial Intelligence. Once a science-fiction device used to enthrall readers, AI is now used in more applications than one might think.

What distinguishes these applications from one another? One word: quality.

Intelligent interaction at your customers' (and agents) fingertips

AI can be used to enhance the customer service experience both for your customers and your call center agents. Earlier when we mentioned that quality is what sets AI applications apart, we had a very specific experience in mind. How often have you heard complaints about digital systems? How often have even you yourself been frustrated by a low end, poor quality automated system or chat bot? That's where quality comes in. Jacada can provide truly Intelligent Self-Service because it uses only the most modern, up to date, and cutting-edge AI, Natural Language Understanding (NLU), and robotic automation technologies in all of its virtual and digital solutions.

Customers can receive help from an automated Intelligent Customer Assistant who will be able to provide what traditional automated response systems cannot: empathy. In addition to empathy, customers interacting with the Intelligent Customer Assistant can expect faster transaction handling, satisfaction via one call resolution, and most importantly, a pleasant customer service experience. The ICA is also multichannel, available via both voice and the web through the company's website.

Another Intelligent Self-Service solution is offered through Jacada's Visual Assistant. The Visual Assistant is able to provide service via a multitude of convenient platforms, including the company's toll-free number, website, mobile app, and even via SMS or text messaging.

Jacada Interact is another solution which utilizes AI to successfully streamline the customer service experience by incorporating industry-leading AI and Jacada’s own robotic automation technologies to create intelligent bots. Jacada Interact does not require any programming knowledge, instead its user-friendly interface allows you to build and manage automated customer service sequences through an easy-to-use Designer program.

With the help of AI applications such as these, superior customer service can be provided without expensive operating costs such as call centers and other phone or chat channels.

Using such advanced AI in your call center applications streamlines both operations and the customer journey. Imagine a scenario when everyone, customer, call center agent, management, CEO and the Board are all satisfied? Such a situation is not just a call center manager's fantasy—with Jacada Intelligent Self-Service it is an achievable reality.

While most companies are trying to automate the customer service experience, they still recognize the importance of providing a pleasant customer journey to their customers and using Intelligent Self-Service is the smart way to accomplish that.

Learn more by visiting our website at jacada.com.

Source: http://www.jacada.com/blog/companies-use-ai-to-enhance-customer-service-experience

Publish Date: May 14, 2019 5:00 AM


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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



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