Customer service teams are often the weak link in optimizing customer experience. It usually isn’t the fault of frontline representatives. As companies roll out omnichannel contact strategies, there are just too many calls, emails, chat sessions, SMS, and Facebook messages to keep up. And agents often do not have the right tools and training to be successful. How can these challenges be effectively addressed?
We think the answer is AI customer service.
In this short segment, Beyond the Arc CEO Steven Ramirez discusses how AI is creating “scalable personalization.” Machine learning, natural language processing (NLP), and cloud technologies are helping companies enhance customer experience, and there are exciting opportunities ahead.
While we are talking in terms of innovations that enable AI customer service, the same principles hold true for customer success.