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Role of Machine Learning and Artificial Intelligence in Customer Support

Artificial Intelligence (AI) is the intelligence exhibited by machines to perform the task which needs human intelligence. ( Wikipedia ) But, what is the need of Machine Learning and Artificial Intelligence in the Customer Support?

There was a time when people used to think that Customer Support depends only on human beings. But, as time changed and technology evolved people got more accustomed to and became tech savvy.

Now, they know that a good Support Service needs good Software which can perform various task to smooth the process of customer support.

Need of Artificial Intelligence in Customer Support:

Let us take an example where you are running an online shop and on a daily basis you get 100 – 500 order. Now, as you have such huge number of orders so you will also get 100s of customer emails about the order, etc.

You can hire the associate who can check the emails and revert them. You may get emails for a various department like a refund, product query, after order support.

So, it is equally important to groups the emails in their respective department so that the associates can check those emails and reply in a timely manner.

Due to human error, emails may get exchanged in the different department but as you will grow then you will need to assign the queries to their respective department so that no email is missed or sent to the wrong department.

If any of the above happen then chances are that customer will go away. So we need some automatic solution with the human brain capability which can reduce the human effort.

By the help of Artificial Intelligence, we can provide efficient customer support by which none of the emails will get missed nor exchanged with other emails.

For an example, in the UVdesk Helpdesk By the help of Workflow Feature, you can automate the email assignment process.

You can configure department specific rules that automatically sends an e-mail notification, assigns a task to users and update field values when matched with the defined execution criteria.

The agents will no longer to do these repetitive steps manually which surely reduces boredom amongst them and focus on other tasks that are having prime concerns.

Workflow comprises of an event, condition, action.  

In an Event, you can set and select various Events like email received, customer created, order placed and then select what will happen in response to the events.

In Condition, you will have two option- Equal to and Not Equal to. When the mentioned conditions are true or “Equal To” then further execution will take place.

Action will be applied to the event when an event gets matched with the specific conditions.

We can take a live example for creating the workflow, for instance, a customer shows his interest in our company’s product then he will receive the mail stating “thanks for showing your interest in our product”.

We can take a live example for creating the workflow, for instance, a customer shows his interest in our company’s product then he will receive the mail stating “thanks for showing your interest in our product”.

We should take customer support seriously and try to improvise AI in it to make it advanced. It will help the support staff to concentrate on the other aspect of customer support.

Making a memorable customer experience should be the aim of each and every customer support software and by the help of  Machine Learning and Artificial Intelligence, we can achieve this.

I hope, you enjoyed this article. In case of any doubt about this feature, please mail us at support@uvdesk.com

 

 

 

 

 

 

 

 

 

 

 

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