Five Steps to Strategically Choose AI For Customer Service

Implementing technology without strategy makes us do the wrong things faster! Or at the very least, spend a lot of money without getting business results. Studies show while 80% of executives want to use AI in their business, only 20% have an actual strategy. AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?”

If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. First step? Focus AI on metrics that matter. List the strategic metrics you are measured on every day and then think about how AI can help you to:

• Reduce call volume (call deflection via satisfying self-service)
• Increase First Contact Resolution (FCR)
• Reduce Average Handle Time (AHT)
• Increase agent productivity, morale, retention (reduce attrition costs)
• Improve CSAT, NPS, customer lifetime value (CLV)…

Then follow these steps to strategically choose AI to deliver bottom-line results in the contact center...

Step 2: Closely Compare AI Solutions: Artificial Intelligence isn’t new, so what is? Exponential advances in AI capabilities, as well as, integrated and packaged AI solutions. These new capabilities are allowing AI to become a real business asset, but not all AI solutions are created equal. 

Step 3: Consider an Integrated Solution: Data. Data. Data. AI is all about the data. So, consider where the data in customer service resides. The customer record data lives inside the CRM platform. And the customer interaction history lives inside the customer service application. Since AI is only as good as the data it interacts with, look for an “AI-inside” solution; one where the AI is built into the CRM platform and the customer service application.

Step 4: Select an Agile Solution: How many times have you wanted to change something in your customer service application, but don’t because it’s so difficult — even though it would transform the agent/customer experience? This is where using an agile platform and application leads to faster, better business results.

Step 5: Use a Solution with a Pre-built UI/UX: And while this step is listed last, it may be one of the most important. Why? New technology often becomes “shelfware,” i.e., technology that is owned or licensed but not utilized because it’s difficult to implement, use or change.

Here are more details on the 5 steps... And make sure that agent's realize AI is there to empower them, not take their jobs. AI + Human touch is what will differeinate your customer experience. For more details on how AI can be an agent's new best friend, you'll find this helpful.

The most important thing to take away? When considering AI for customer service, focus on what you do best, delivering great experiences. Avoid choosing systems that require you to become or hire a bunch of rocket scientists. Choose a solution designed to allow customers to easily get the answers they need on their own, your agents to intelligently engage with customers and for you to deliver business results that matter.

@DrNatalie, Service Cloud, Salesforce