key to optimizing the customer and employee experience

In a context of continually evolving customer needs, companies must fundamentally restructure their customer services with reliable, efficient and rapid tools to remain competitive. AI can help them meet this challenge.

AI is a valuable ally for businesses in their efforts to optimize productivity and quality of service. This improvement is not limited to production systems, but also extends to the human aspects of business relationships, such as customer service. With the evolution and sophistication of the customer journey, disrupted by omnichannel, the amount of data generated has considerably increased as has the need to provide a personalized purchasing experience. Faced with these changes, companies must also evolve their practices and processes to be able to satisfy customers, otherwise they will end up falling behind the competition.

In this approach, AI asserts itself as the ideal tool to improve, automate and restructure the field of customer service. It makes it possible to assist customer service support teams by automating certain tasks, to save real time. As a result, employees have the opportunity to tackle other missions with higher added value to ensure customer follow-up and guarantee a quality experience.

Additionally, artificial intelligence will impact the customer experience by using tools like sentiment analysis, primarily with chatbots, whether through written conversations or phone calls, to detect feelings such as frustration, satisfaction or confusion. By understanding customer emotions, teams can personalize responses to better suit their needs. In addition, AI helps enrich strategic resources for customer service agents, with the provision of data that can facilitate and accelerate customer responses. Agents can in fact reflect on past events (previously resolved tickets, specific issues, etc.) thanks to AI, to contextualize exchanges more quickly and personalize them in order to provide the most relevant response possible and as quickly as possible. time limit.

Indeed, customer relations fundamentally benefit from AI, in the sense that it offers a standardized experience and greater autonomy through a feeling of proximity to the company. For support teams, this ensures access to essential customer information instantly, with a significant reduction in response time and therefore considerable time savings. AI then allows for an increase in skills on more advanced projects and, ultimately, an improvement in the quality of interactions with the customer. At the company level, it can be part of an omnichannel strategy aimed at reducing costs and optimizing resources, but also at increasing customer satisfaction and loyalty through better monitoring of employee performance and skills. .

In summary, advances in technology and AI inevitably represent opportunities that will need to be understood and integrated into customer service. Even if the French are still cautious about different tools, they will continue to improve in precision and accuracy to better serve them, while offering companies considerable advantages.

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