Artificial intelligence is making a major impact on customer service and shows no sign of stopping. The increased interest is warranted — Forbes contributor Kathleen Walch of Cognitive World said AI is a useful tool that’s improving customer service, enhancing customer loyalty, enabling better brand reputations and allowing customer service agents to focus on tasks of greater value that can bring companies more business.
While all of these benefits are highly advantageous for businesses, making sure customer service staff are satisfied is a critical initial step in the process. Here are four simple ways that AI chatbots can improve work-life for your customer service agents and better streamline agent experience and expectations.
4 Ways AI Chatbots for Customer Service Can Improve Agent Work-Life Balance
1. Improved Work Efficiencies
One of the many benefits of utilizing chatbots is the ability to shift work expectations of customer service agents. As Chatbots Magazine stated, chatbots are truly the future of engagement. There are many direct questions that can be handled by way of automation, giving customer service staff the freedom to take on more meaningful conversations within a short period of time.
Chatbots can also be used to gather initial information before sending a conversation to a live agent. These interventions save time for both the customer and agent, and increase the time spent on the actual issue rather than tedious, low-level support.
2. Building Relationships With Customers
When customer service staff can focus on more important cases instead of the simple questions that AI chatbots can handle, agents have a strong role in driving business and loyalty for the company. Instead of wasting time on low level, menial tasks and information gathering, customer service agents will now have a hugely important job: building lifelong relationships with customers, and delivering consultative support.
3. Enhanced Job Satisfaction
When customer service agents have more time to focus on complex queries and enhance the connection between customers and your company, they may find greater overall satisfaction in their work. With AI chatbots, you also have the opportunity to introduce steady, more enjoyable working hours that create a work-life balance. AI-powered bots can handle the low-level inquiries during the traditional “after hours” time frame, which means you don’t have to worry about keeping staff on the clock at all hours of the day. Not only can this help with workplace satisfaction, but it can also reduce overhead costs.
4. Increased Capacity
Realistically, customer service staff can only talk to one customer at a time, making it difficult to handle more than one issue simultaneously. Additionally, most companies can’t afford to have unlimited agents working 24 hours a day, seven days a week. Fortunately, intelligent automation can enable customer service teams to work more efficiently and focus on the customers who need the most help.
When AI chatbots are introduced, you can alleviate the pressure that customer service agents once felt about long queues. While this is beneficial for agents in terms of streamlined expectations, your company can still meet bottom-line goals and continue servicing all customers that contact you.
Working With Kustomer
Kustomer’s customer service CRM platform is built to meet the expectations of the customers and agents of today. With our solution, you can better manage customer inquiries and high support volume to streamline staff and company expectations. Request a demo today to learn more about our process and services.
