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The new age digital customer demands personalized experiences and ease of access across all touch points. With technology putting unprecedented power in the hands of the customers to dictate the rules for purchasing goods and services, 3 out of 4 customers expect immediate service within five minutes of the first contact. This graduation from a transaction-based economy to relationship-based economy demands a more personalized and seamless customer experience and this is where technological advancements like automation, bots, AI are making their presence felt.

AI-powered bots and cognitive automation are quickly becoming the driving force for digital transformation across all enterprises. Enterprises should leverage conversational technologies to drive increased cost savings, labor efficiencies, and enhanced customer experiences throughout their businesses.

An effective customer experience strategy mandates the need to empower humans while manning the frontline customer care operations through technology. AI-powered technologies automate the routine tier-1 support tasks so that support workforce can focus on more complex requests that require human intervention.

It is important to remember that AI enabled technologies cannot take the place of an organization’s people, processes, and best practices. The machine gathers data and learns from people and processes in the organization. When properly deployed, it can help automate service management responses and deliver the following benefits.

Lesser cost per ticket

Cost per ticket is a measure of how effectively an IT helpdesk service conducts work and leads its business. If AI assistants are introduced in IT helpdesk, general issues get resolved and reduce the number of tickets which in turn lower the MTTR. The faster the MTTR, the lower its cost per ticket.

Minor/general issues will be resolved by virtual assistants using troubleshooting techniques and self-service options. Support personnel gets engaged in resolving only major issues which help them increase their productivity and cut the cost per ticket.

24/7 Availability

Extending support after office hours is always a challenge in the enterprise environment. Solving an issue arising after office hours or during downtime is tough. These issues are added to queue until the support staff gets time to address them leading to a slowdown in productivity.

" When all you have is a hammer, everything looks like a nail." The emergence of AI and Machine learning has opened up myriad possibilities in every sphere. Targets now look reachable, data accountable and business doable. However we need to accept these technologies for what they are, i.e. " possibilities " and work towards what can be realistically achieved with them. For all we know, AI has already started delivering and how? The answer lies in virtual cognitive assistants. They are smart, super-fast, ever learning and automates close to 80 % of repetitive IT Helpdesk tasks. With such a hammer in hand, don`t you feel like the mighty Thor!

It`s David vs Goliath

So the natural question that would come to your mind is "How much will such virtual assistants cost?" Well, it`s ridiculously lesser. Get a quote and you will be surprised. It takes a lot of time, money and effort to hire and train staff as well as build the whole infrastructure. Just a handful of individuals can cost you thousands of dollars (including attrition, a nightmare I must add). AI assistants, on the other hand, cost a mere fraction of your current spends on IT support teams. Believe me or just get a quote and see for yourself.

James to the rescue

A sensible solution would be automating responses to common queries through AI enabled virtual assistants. This would reduce both cost incurred and time spent, exactly what James as an AI-powered virtual IT assistant is designed for. James is a pre-trained intelligent virtual person stuffed with domain specific knowledge base. James takes over the same routine customer requests, enabling support staff to work on more complex queries at hand.

James means business

James can speed up the resolution process by discovering and delivering solutions in time on behalf of agents, this raises the First Contact Resolution (FCR) percentages (I am talking about the upper 80`s). Also, its deep learning prowess enables customer support to be ready for tough challenges that chat-bots sometimes fail to address. One of the surprising benefits of onboarding James is the independence from time constraints. James is available 24/7 to address incoming queries which result in no wait time, quick resolution, enhanced satisfaction and increased brand reputation. Moreover, James as a virtual person eliminates all biases and is able to surpass all negative human emotions. Anger, annoyance, aggression to name a few. With such reliability and precision, James is an exemplary cognitive assistant who proves the usefulness of technologies like AI, ML, and NLP. You can learn more about James here.