Paul Caruana’s Post

Most of the talk about AI for customer contact is around inbound. I talked to Mike Kraft at Callspot.ai where there’s an interesting demo of AI being used for outbound appointment setting – the AI even explains the processing lag time by complaining about the phone line (very realistic 😊 ). This has a lot of potential applications apart from sales, such as gathering any necessary extra information (like asking when’s good to deliver a purchase); keeping customers updated (especially those who aren’t always on email, or even have a smartphone); sales after-care etc – the sorts of thing where a live agent would add value, but are usually too expensive. Of course, this type of technology should seamlessly transfer to a live agent when needed, as well as being able to book appointments while on the call. The demo voice doesn’t state that it’s an AI – my gut feel, borne out by a little LinkedIn survey I did – is that people would prefer to know who they are talking to, and will feel deceived if they then find out it’s an AI. I also think that many customers will think it’s quite cool to have a conversation with a robot, especially if it has a positive outcome. Plus, there’re outbound calling regulations to think about. I'm convinced of the potential of AI for customer contact, and ContactBabel will be carrying out a lot of new research in the next few months. Understanding customer attitudes and expectations around AI is a key part of this. Callspot’s demo is at the bottom of this page https://lnkd.in/ekCscYCn – let me know below what you think about the direction of AI for customer contact.  

How can AI transform the way we handle customer interactions? 🚀🤖 #AIinAction #CustomerServiceExcellence In the dynamic world of customer service, finding efficient and effective ways to respond to various customer needs is a constant challenge. #CustomerEngagement The best way to understand the value of #EmailTree is through practical examples. Let’s explore scenarios where our AI tool excels: 1️⃣ Handling Complaints: When a customer expresses dissatisfaction, EmailTree.ai can suggest empathetic and solution-oriented responses. By acknowledging the issue and offering solutions, it helps maintain positive customer relationships. 2️⃣ Upselling and Cross-selling: EmailTree.ai analyzes customer interactions to recommend complementary products or services in a subtle yet compelling manner, creating additional revenue opportunities without being intrusive. 3️⃣ Request for Information: For customers seeking information, EmailTree.ai ensures that responses are not only informative and clear but also engaging, enhancing the overall customer experience. Are you using AI tools to enhance your customer service? How have they impacted your customer interactions and business outcomes? Share your experiences or ask any questions you might have about integrating AI into your customer service strategy. #TechTalk #EmailTreeCommunity"

Exciting to see Callspot.ai featured by Steve Morrell, a well-respected thought leader in the contact center space. Steve highlights the potential of AI for outbound calling use cases beyond just sales, such as gathering information, providing updates, and sales after-care. Customers will appreciate the efficiency of AI interactions for certain tasks, as long as a human touch is available if the conversation becomes more complex. The Callspot.ai demo Steve mentions shows the rapid progress of conversational AI. It will be interesting to follow ContactBabel's upcoming research on customer attitudes regarding AI in the contact center. Excited to be at the forefront of leveraging AI to enhance customer experiences and make contact center interactions more efficient! Check out our demo in the link below and let me know what you think about this quickly evolving space.

AI Customer Service Call Center And AI Assistants Its About You Store provides an AI Intelligence Conversational Platform (ACAP) that allows you to make In-Bound and Out-Bound Sales and Customer Service Calls. (ACAP) calls sound like actual human conversations. And, it also has flawless recall and infinite memory. The AI Intelligence Conversational Platform (ACAP) can also handle multiple tasks and scenarios, such as sending emails, answering customers frequently asked questions about your business, booking appointments, ordering products, providing information, and more. AI Intelligence Conversational Platform (ACAP) is the ultimate solution for creating smart and effective AI Assistants and Customer Service Call Center. Learn more about how Charlotte and Leo our Team of AI Virtual Assistants can help your business. Select our In-bound/Outbound Customer Service calls with AI Platform to handle Service Center Calls setting appointments, sending emails, transfer calls and Frequently Asked questions. - Call per minute Out-Bound .95 cents.

Customer interactions are revenue-generating opportunities when #CX agents have the right tools to boost conversion rates and increase average order values. #zendeskpartner #zendesk #AI #customerexperience

I had an A in my B.A Project! My 160 paged final year project investigated the Influence of the Adoption of AI-led Chatbots on Customer Relationship Management. The crux of the research was to investigate how AI-supported chatbot encompasses all touchpoints where AI can assist employees in real time to deliver quality customer outcomes. Taking ground roots in literature, with over 300 scholars cited, the study sought to evaluate how the adoption of AI-chatbot can unlock significant value for businesses whilst creating a virtuous circle of better service, higher satisfaction and increased customer engagement. Hence, this study assessed Nigerian customers’ awareness perception and attitude towards the adoption of AI-led chatbots in the Nigerian Market space. The study also sought to answer critical questions such as how Nigerian customers respond to AI-chatbots, if they are influenced by the adoption of AI-led chatbots and if these influences are strong enough to enhance customer relationship management. To achieve these objectives, survey method was deemed appropriate for this study. The researcher used a close-ended questionnaire to gather relevant quantitative data from Nigerian customers who have interacted with AI-led chatbot. The theoretical underpinning for this study is the Social Response Theory. The researcher also employed an exploratory in-depth interview-based approach. The researcher adopted a consistent interview protocol using pre-defined, structured questions with mangers in charge of Zenith Bank Plc ’s ZIVA, MTN Nigeria ’s ZIGI and UBA Group ’s LEO. Here are the study’s findings: • Young and middle aged Nigerian customers generally have a high level of awareness of the adoption AI-led chatbot in the Nigerian market space. According to the findings, customers constantly notice the adoption of chatbots by brands to facilitate customer relationship management. Thus, indicating that the adoption of AI-led chatbot is an effective strategy to improve consumer-brand relationship. •In addition, majority of respondents tend to perceive the adoption of AI-led chatbot positively. Customers believe AI-led chatbots has sufficient knowledge to answer customers’ frequently asked questions or inquires. They also believe communication with AI-led chatbot is credible, convenient and accurate. They also think AI-led chatbot affords them personalised and customised attention. •It is noteworthy that although majority of customers are comfortable interacting with an AI-led chatbot, a populous percentage still prefer to interact with human customer service personnel.

What is your CX program for Customer Service? Are you currently using AI? I found this interesting article on companies that have been utilizing some points of AI in their Customer Experience world. There are some AI companies out there that have been working with companies to help them streamline their Customer Experience. At this point to make it worthwhile, you really need to be at a certain level of Customer calls/emails. It's not for everyone. Sat in on a call on Friday that addressed this very issue. Very interesting points and we saw a need, we just aren't there yet. #AI #CX

The needs of customer service systems evolve. Therefore, businesses must embrace new technology to modernize email correspondence and enhance the CX. It's no surprise that clients can become disenchanted with a brand after a poor service experience. To address this, firms turn to email automation powered by genAI. It’s a key element of excellent client service automation. It streamlines operations and fosters personalized communication, which amps up brand loyalty. 📈Even though instant messaging is on the rise, email still plays an important role. However, it is not easy for employees to cope with a large number of emails. Feeling overwhelmed, help desk representatives provoke delays and poor service. That is why companies should look for effective solutions to automate these processes. Moreover, many businesses continue to operate with outdated ticketing systems. They fall short of what consumers expect — a seamless, fast transaction.  If customer service agents struggle to respond to emails swiftly, how can they achieve the ultimate aim of the customer experience? Personalization. Thanks to the development of generative AI, personalized email experiences have drastically changed interactions. Gen AI changes customer support through email, as it can: 📧Identify consumer questions and email analysis. It may generate preliminary answers or even offer comprehensive fixes for typical issues. 📧Reply in a way that seems conversational and natural. Gen AI models understand human language's subtleties, resulting in a better overall consumer experience. 📧Free up customer support staff to concentrate on more difficult issues. It automates repetitive duties like responding to simple inquiries and fixing minor problems. 📧Rapidly deliver precise and understandable information. Studies have revealed that customer satisfaction ratings for emails sent by the AI program were 18% higher than those written by employees alone. A personalized on-site experience makes customers feel valued. When you choose genAI for your personalized email communications, you're setting yourself up for long-term success. Want to learn how our genAI products can build brand loyalty?  Contact MetaDialog - we’re here to provide customer support through various channels. 📧📲🚀 #MetaDialog #genAI

The ROI of Empathy: Why Paying AI-Assisted Agents More Can Boost Your Bottom Line In today's contact centre landscape, AI assistants are taking centre stage, helping agents handle routine inquiries and freeing them up for more complex customer interactions. But simply replacing human agents with AI isn't the whole story. There's a compelling argument to be made that investing in your human workforce, alongside AI, can yield significant financial gains. Here's how paying AI-assisted agents slightly higher salaries can translate into a strong return on investment (ROI). ·      Attract and Retain Top Talent: A competitive salary attracts qualified agents who possess strong communication skills, empathy, and problem-solving abilities. These are crucial qualities in an AI-powered environment. When agents feel valued, they're more likely to stay, reducing costly turnover and training expenses. ·      Unlock the Power of AI: AI excels at handling repetitive tasks, freeing up agents to leverage their emotional intelligence for complex customer interactions. A well-paid and well-trained agent can navigate difficult conversations, de-escalate situations, and build customer loyalty – all factors that directly impact customer lifetime value. ·      Boost Sales and Customer Satisfaction: Happy, skilled agents are more likely to close sales and provide exceptional customer service. Studies show that satisfied customers spend more and are more likely to recommend your brand. This translates to increased revenue and a stronger brand reputation. ·      Improve Efficiency and Reduce Costs: AI can handle basic inquiries, freeing agents for complex issues that require human intervention. This reduces call times and allows agents to handle more cases per shift. Additionally, lower agent turnover means less time spent on recruitment and training, further reducing costs. ·      Future-Proof Your Workforce: The future of contact centres lies in the seamless collaboration between humans and AI. By investing in your human agents now, you'll have a workforce equipped to handle increasingly complex customer interactions as AI technology continues to evolve. The ROI Equation: While paying slightly higher salaries may seem like an initial expense, consider the long-term financial benefits. Reduced turnover, increased customer satisfaction, and improved sales efficiency can lead to significant cost savings and revenue growth. In Conclusion: Investing in your AI-assisted agents isn't just about technology – it's about people. By valuing their skills through competitive salaries, you'll unlock the full potential of AI, leading to a more efficient, customer-centric contact centre that fuels your bottom line.

𝐓𝐡𝐞 $𝟏.𝟔 𝐓𝐑𝐈𝐋𝐋𝐈𝐎𝐍 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐌𝐢𝐬𝐭𝐚𝐤𝐞 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐌𝐚𝐤𝐞 Karen just sent her third email in a row about her lost package, and each response has been a robotic "𝘞𝘦'𝘳𝘦 𝘭𝘰𝘰𝘬𝘪𝘯𝘨 𝘪𝘯𝘵𝘰 𝘪𝘵!" Sigh! In today's world of chatbots and automated messages, customers often feel like they're yelling into the void. This disconnect can be a major headache for businesses too. 𝐖𝐡𝐲 𝐃𝐢𝐬𝐜𝐨𝐧𝐧𝐞𝐜𝐭𝐞𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐂𝐨𝐬𝐭 𝐘𝐨𝐮 𝐁𝐢𝐠 𝐓𝐢𝐦𝐞: 🤯 𝗧𝗵𝗲𝘆 𝗕𝗼𝘂𝗻𝗰𝗲 (𝗮𝗻𝗱 𝗯𝗮𝗱𝗺𝗼𝘂𝘁𝗵 𝘆𝗼𝘂): Frustrated customers don't stick around. They take their business elsewhere and trash your brand on social media. In one of my posts, I referred to them as 𝘿𝙚𝙩𝙧𝙖𝙘𝙩𝙤𝙧𝙨. They are the ones that leave you with little or no stars. 🤕 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺 𝗚𝗲𝘁𝘀 𝗕𝘂𝗿𝗻𝗲𝗱 𝗢𝘂𝘁: Imagine facing angry customer emails all day. Not exactly a recipe for employee happiness. High turnover rates follow close behind. 💸 𝗠𝗼𝗻𝗲𝘆 𝗪𝗮𝗹𝗸𝘀 𝗢𝘂𝘁 𝘁𝗵𝗲 𝗗𝗼𝗼𝗿: A study found bad customer service costs businesses up to $1.6 TRILLION a year! I encourage every business to imbibe these: 𝗟𝗶𝘀𝘁𝗲𝗻 𝗟𝗶𝗸𝗲 𝗮 𝗙𝗿𝗶𝗲𝗻𝗱:: Train your customer service team to ditch the scripts and truly hear what customers are saying. Acknowledge their frustration and show them you care. 𝗕𝗲 𝗧𝗵𝗲𝗿𝗲, 𝗘𝘃𝗲𝗿𝘆𝘄𝗵𝗲𝗿𝗲: Offer support on the channels customers use most, like social media, email, and phone. Make it easy for them to reach a real human. 𝗘𝗺𝗽𝗼𝘄𝗲𝗿 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺: Give your customer service superstars the freedom to solve problems creatively. No more robotic responses! In an interview, I was asked what I would input to enhance their Customer service efficiency and my answer was that "I would recommend implementing a two-tiered customer service approach. Chatbots can be used to handle routine inquiries and AI can be leveraged to identify when a customer might need human intervention, ensuring a smooth transition between chatbot and agent. I believe that Somtoochukwu Benedict Ezioha would agree me with on this. Building genuine connections with customers isn't just the nice thing to do, it's smart business. Are you looking for a CS specialist on your team or to help propel your business? Let’s connect or send a DM so we can turn your detractors to promoters. #customerservice  #20daylinkedinchallengewithhaoma #businessinsights #customercentricity—————————————————————————————————— 𝕀'𝕞 𝕊𝕚𝕛𝕦, 𝕒𝕟𝕕 𝕀 𝕤𝕡𝕖𝕔𝕚𝕒𝕝𝕚𝕫𝕖 𝕚𝕟 𝕕𝕣𝕚𝕧𝕚𝕟𝕘 𝕓𝕦𝕤𝕚𝕟𝕖𝕤𝕤 𝕖𝕩𝕔𝕖𝕝𝕝𝕖𝕟𝕔𝕖 𝕥𝕙𝕣𝕠𝕦𝕘𝕙 𝕖𝕩𝕡𝕖𝕣𝕥 𝕔𝕦𝕤𝕥𝕠𝕞𝕖𝕣 𝕤𝕖𝕣𝕧𝕚𝕔𝕖, 𝕕𝕪𝕟𝕒𝕞𝕚𝕔 𝕒𝕔𝕔𝕠𝕦𝕟𝕥 𝕞𝕒𝕟𝕒𝕘𝕖𝕞𝕖𝕟𝕥, 𝕒𝕟𝕕 𝕤𝕥𝕣𝕒𝕥𝕖𝕘𝕚𝕔 𝕤𝕒𝕝𝕖𝕤 𝕚𝕟𝕚𝕥𝕚𝕒𝕥𝕚𝕧𝕖𝕤, 𝕝𝕖𝕧𝕖𝕣𝕒𝕘𝕚𝕟𝕘 𝕂𝕐ℂ 𝕚𝕟𝕤𝕚𝕘𝕙𝕥𝕤 𝕥𝕠 𝕓𝕠𝕠𝕤𝕥 𝕘𝕣𝕠𝕨𝕥𝕙 𝕒𝕟𝕕 𝕖𝕟𝕙𝕒𝕟𝕔𝕖 𝕔𝕦𝕤𝕥𝕠𝕞𝕖𝕣 𝕤𝕒𝕥𝕚𝕤𝕗𝕒𝕔𝕥𝕚𝕠𝕟 𝕒𝕟𝕕 𝕣𝕖𝕥𝕖𝕟𝕥𝕚𝕠𝕟.