Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help companies serving their customers more effectively, efficiently, and the customers way.
But this is not enough! The same technologies that allow this, allow it for every company. Which means that one needs to elevate the game.
How this elevation can happen using unstructured data to improve the customers’ service experiences by e.g. leveraging unstructured data to avoid escalations is something that Martin Schneider of SupportLogic has good and very interesting stories to tell about. He argues that systems must become more intelligent and that purpose built AI is the way ahead, of course fuelled by the demands and learnings of Pandemic times.
In a nutshell he says: For years, people wer not harnessing the insights inside the unstructured data inside support interactions. Today we have the power to do so – in a sense, finding the logic and the trends etc. in support interactions that help guide the business, all driven by these support interactions.
It is very worthwhile listening to him.
And entertaining, too!