Artificial Intelligence (AI) enables new levels of business productivity through the automation of physical, transactional and cognitive tasks. In recent years, AI has opened the potential of enterprise automation through the introduction of autonomic frameworks like 1Desk and virtual agents like Amelia. While companies invest in AI in order to magnify efficiencies throughout the value chain, it’s an enterprise’s customers, both directly and indirectly, who ultimately benefit the most.
In this post, we will highlight just some of the ways customers inevitably reap the most benefits when it comes to AI.
No More Business Hours
Your customers don’t stop having needs just because your team or employees have gone home for the day. Not only can AI be used to execute backend processes at machine speed and without errors around the clock, but virtual agents like Amelia empower customers to resolve issues whether it’s 1 am on Christmas morning or 2 pm on an average Tuesday in April. With AI, customers no longer need to wait for business hours to get what they need.
Faster Resolution Times
In an ideal situation, AI will take care of a customer’s needs quickly with little-to-no human intermediation. However, many services still require some combination of human and machine labor, and in fact we believe most enterprises will work with this hybrid approach going forward. Regardless of the breakdown of responsibilities between AI and human colleagues, the overall process will always be executed more quickly and efficiently than would have been possible in a previous technological age.
For example, some companies partner human customer service employees with an AI-powered whisper agent, which accelerates resolution times by providing the human worker with rapid access to relevant customer data and protocols (you can read about the successes Allstate has had using Amelia as a whisper agent here and here).
AI can also be used to automate individual tasks within a larger process in order to improve overall resolution times. Case in point: A major online gaming company tapped Amelia to automate the player verification process for its help center (read the case study here) before handing the process off to a human agent. This partnership has successfully lowered the average call time from 10 minutes to just three. Success with verification lead the vendor to initiate broader discussions about additional AI use cases.
Higher-Quality Service for Complex Needs
AI delivers faster resolution times, but it also frees experienced workers from high-volume tasks so they have more time to help customers with complex or unique needs.
As stated above, most companies offer services to users through some combination of human and machine (the hybrid approach). In many of these scenarios, a virtual agent is the first point of contact, and if it is unable to resolve the issue, it can be escalated to an experienced human employee. In this set-up, the virtual agent will already have collected all the relevant information from the customer and the backend systems, which it then packages and hands off to the human worker.
When AI is used to handle high-volume low-level tasks, customers with particular needs do not need to wait in queue behind people with very easy-to-fix issues. For example, a banking customer who needs to open a new joint checking account with a spouse will no longer be thrown into the same pool with customers with other more rudimentary needs like finding the closest banking branch.
Savings Passed onto Customers
AI-powered automations can allow enterprises to lessen their overhead expenditures and reinvest those savings into other parts of their businesses. These efficiencies inevitably benefit customers as those investments may include, for example, additional R&D spend for better products and services, or reduced prices for services.
While AI is rightly touted as a means for businesses to be more productive and efficient, the ultimate benefactor of these efficiencies is the customer – which can contribute to a stronger competitive profile and a healthier bottom line.