Augmented Customer Service in Industry: Revolutionizing the Customer Experience in 2024
Posted: Thu Jan 02, 2025 4:23 am
Welcome to the era of Industry 4.0, where innovation email data and technology are transforming not only manufacturing processes, but also the way we interact with our customers.
In this ever-changing landscape, customer service is taking on a new dimension thanks to what is called “augmented customer service”.
But what exactly is it and how is it revolutionizing the customer experience in the industry? We tell you everything!
As we know, automation refers to the use of software or robots (non-physical) to automate repetitive and regulated tasks within a business or organizational process.
When it comes to customer service, it helps pre-qualify incoming requests for your agents and gain speed . So, you can deploy automation in several ways:
Implement a chatbot to answer frequently asked questions and guide users through processes autonomously.
Schedule automatic response emails for common queries based on certain predefined rules.
Use an interactive voice server set up by bot managers, which uses NPL language processing, also called callbot. These automated systems guide callers through interactive voice menus to direct their requests to the right person or department. They can also provide pre-recorded information.
Offer online self-service through FAQs or self-service guides on your website to allow customers to find answers to their questions without human assistance.
Implementing such a system (automating repetitive and time-consuming tasks) to respond to the most basic incoming requests will free up time for human support teams. They will then be able to focus on more complex tasks and on creating a closer customer relationship.
In this ever-changing landscape, customer service is taking on a new dimension thanks to what is called “augmented customer service”.
But what exactly is it and how is it revolutionizing the customer experience in the industry? We tell you everything!
As we know, automation refers to the use of software or robots (non-physical) to automate repetitive and regulated tasks within a business or organizational process.
When it comes to customer service, it helps pre-qualify incoming requests for your agents and gain speed . So, you can deploy automation in several ways:
Implement a chatbot to answer frequently asked questions and guide users through processes autonomously.
Schedule automatic response emails for common queries based on certain predefined rules.
Use an interactive voice server set up by bot managers, which uses NPL language processing, also called callbot. These automated systems guide callers through interactive voice menus to direct their requests to the right person or department. They can also provide pre-recorded information.
Offer online self-service through FAQs or self-service guides on your website to allow customers to find answers to their questions without human assistance.
Implementing such a system (automating repetitive and time-consuming tasks) to respond to the most basic incoming requests will free up time for human support teams. They will then be able to focus on more complex tasks and on creating a closer customer relationship.