The omnichannel trend in customer service is becoming increasingly relevant in 2024. Recent data reveals that more than 73% of customers prefer using multiple channels to interact with businesses. Customers desire the flexibility to choose their preferred communication method without losing context or having to repeat information. They also expect prompt issue resolution. This can include various channels such as phone calls, emails, website chats, social media, and live consultations.
As a result, customer support teams are expanding their functionality and utilizing a wider range of tools. Automation, particularly through Conversational AI services, is becoming essential for call centers and managers.
Discover the automation opportunities offered by Conversational AI platforms and generative models.
Phone call automation
Voice AI solutions have long been a valuable tool for many businesses. With the advent of generative models, these solutions are now accessible to medium and small businesses as well. The process of creating a voice AI bot has been significantly streamlined, reducing the time required from weeks to just days. Instead of writing a script, all that is needed is a team of experienced developers skilled in crafting prompts.
These voice AI bots can quickly learn industry-specific vocabulary, generate thousands of cases, and be trained on them. They can also handle large volumes of information.
One of the primary benefits of generative models is their ability to streamline customer inquiries during phone calls. They can quickly search for answers within the company's extensive knowledge base, including frequently asked questions (FAQs). Additionally, they can retrieve information about previous user interactions and integrate with CRM systems to add new information.
GenAI chatbots
Generative chatbots also enhance the ability to provide quality customer service across various channels. They can be integrated into the client interface and added to websites, mobile apps, and social media messengers. These chatbots can accurately identify user queries based on context, provide the requested information, add it to the system, and provide guidance on next steps. They operate using the Retrieval-Augmented Generation (RAG) approach.
The RAG architecture combines retrieval and generation approaches to deliver efficient responses. Here's how it works:
- User asks a question: The question is inputted into the system.
- Information retrieval: The system searches a vast database of knowledge and documents to find the most relevant information.
- Generation: The retrieved document, along with the user's question, is processed by the Large Language Model (LLM) to generate the final answer. All of this occurs within seconds!
JIQ Virtual Secretary and chatbots
We are developing a new product - a Virtual Secretary for small and medium businesses. Imagine having a personal assistant who can answer calls, schedule appointments with your clients, and send you brief information through your preferred channel. Setting up this solution is as easy as logging into your personal account and it only takes 5 minutes. We are currently fine-tuning the features of the product and conducting CustDev with CEOs, founders, and managers in various industries such as Beauty, Wellness, Restaurants, Real Estate, and more!
By participating in our quick survey, not only will you help shape our revolutionary app, but you will also receive a FREE 1-month subscription to experience its benefits firsthand.
In addition to that, we are also developing generative chatbots for various use cases such as customer support on websites or apps, HR assistance, document search, and appointment scheduling with specialists. If you're interested in receiving a free consultation, don't hesitate to reach out to us.
Expectations from implementing omnichannel support
Expectations from implementing omnichannel support include reducing Average Handling Time (AHT) and improving First Contact Resolution (FCR). By integrating multiple channels and providing agents with a unified view of customer interactions, omnichannel support reduces the time spent on gathering information and resolving issues, ultimately reducing the need for multiple contacts.
Research has shown that businesses with omnichannel customer engagement retain 89% of their customers. Additionally, companies can optimize their resources by strategically allocating agents based on channel demand and automating repetitive tasks. This leads to cost savings and improved operational efficiency.
The bottom line…
The omnichannel trend in call centers is reshaping the way businesses interact with their customers. To thrive in this new era of customer service, call centers must adopt a cohesive and integrated approach across multiple channels.
Incorporating conversational AI platforms into call center operations is an investment that can yield significant returns. By embracing the omnichannel trend and leveraging the power of conversational AI, businesses can position themselves at the forefront of customer service excellence in today's digital landscape.
