How AI can help you improve how you support your customers

The manufacturing industry is a historically labor-intensive environment, and using robotics is becoming a vital part to make the process easier. Not only is it used for the manufacturing process, many businesses are also expanding their usage to enhance the customer’s experience. Manufacturers are faced with the challenge of finding ways to spend less money and time on the customers but still ensuring great customer satisfaction rates. They are required to split their focus between the manufacturing process and cutting down on costs relating to the customer.

There are many advantages to using virtual agents in an organization. A virtual agent is capable of handling significant volumes and supporting a large number of customer inquiries, as opposed to a human being. They are pro-active solutionists, conscientious workers and dedicated to putting customer needs first so that they are truly satisfied with the experience and the outcome. This can in turn lead to building a solid and loyal customer base, deepening your relationship with them. Another important factor is that they become smarter over time by learning from past and current live agent interactions, and other engagements happening in your digital channels.

Even though there will always be a need for human interaction, virtual agents can improve the service experience by saving time and reducing high frustration levels. Virtual agents make it easier for users to access the information they need for them to make an informed decision and carry on through the customer journey. They can be used interchangeably with a human being as needed, and can transition the matter to a live agent who also receives history and context from the bot. For the early adopters, virtual agents will continue to improve how they help businesses. Technology in its constant evolution is finally reaching the point where intelligent digital agents can discourse with humans.

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