Customer service work optimization and analysis

Optimize the customer service work with help of AI.

Use case examples:

• Improved productivity and quality. Artificial intelligence significantly boosts both the productivity and quality of customer service. By automatically categorising customer messages into urgent and non-urgent, and directing them to the appropriate service representatives, AI expedites the handling of critical communications and enhances the overall customer experience.
• Response templates. The utilisation of generative AI enables the creation of either fully prepared responses or response templates that can be completed by human agents. This technology also facilitates the rapid retrieval and inclusion of detailed information from the company’s databases that may be required in responses.
• Multi-language support. For a multilingual customer base, AI offers the ability to communicate in each customer’s native language. This reduces the likelihood of misunderstandings and presents a more favourable image of the company to non-native speakers.
• Sentiment analysis. AI also simplifies the measurement of customer sentiment in messages. It can automatically generate response templates that align with the customer’s emotional tone. Additionally, AI can extract and summarize both emotional and factual trends from a large volume of messages, providing insights that help allocate resources more effectively to improve customer satisfaction.