Answerr for Customer Support

Chatbots for Instant Support

AI-powered chatbots are designed to interact with customers in real-time, providing instant assistance and resolving queries efficiently. For instance, a telecommunications company implemented a chatbot on its website to assist customers with service-related inquiries. The chatbot uses AI to understand the query and provide relevant information, such as troubleshooting steps for connectivity issues.

24/7 Availability

AI chatbots can operate around the clock, providing consistent service outside of traditional business hours and during peak times. This ensures that customers receive immediate responses, reducing wait times and enhancing their overall experience. For example, DNB bank automated 20% of all customer service traffic with a ‘chat-first’ strategy, streamlining operations and ensuring instant responses to customer inquiries.

Personalized Support

AI chatbots use machine learning (ML) to understand customer inquiries better. They can navigate product catalogs and find the correct product based on customer prompts. Additionally, they analyze customer behavior and shopping history to offer similar items, enhancing the overall shopping experience. For instance, an e-commerce platform uses AI to recommend products to customers based on their past purchases and browsing behavior.

Request Routing and Prioritization

AI can identify keywords from customer messages, assess urgency and sentiment, and prioritize requests accordingly. This ensures that critical issues are addressed promptly while less urgent queries are managed efficiently. For example, AI can tag the right agent for certain cases, saving time on issue resolutions and improving overall efficiency.

Omnichannel Support

AI supports omnichannel communication by directing customers to the appropriate channel based on their preferences. For instance, if a customer is typing a long question on the live chat form, the AI can suggest calling in for more personalized support or direct them to another channel if it is busy.

Voice Analysis

Voice AI automates phone calls using interactive voice response (IVR) and predictive call routing. This serves as the first line of communication between customers and brands, providing a seamless experience. For example, Humana used AI to streamline calls from customers, delivering faster and friendlier support about pre-service verification, medical eligibility, referral, and authorization information without a live agent.

Augmented Messaging

Augmented messaging tackles complex customer cases that require human intervention. This AI technology determines instances where live agents must step in to provide personalized support, offering the best of both worlds—automated efficiency and human touch. For example, this technology gives customer service teams the ability to handle both simple and complex issues effectively.