February 24, 2021
5 Ways to Scale your Enterprise Using AI
The customer is king (or queen), whether you are a hypergrowth enterprise organization, a mom-and-pop shop, or somewhere in between.
No matter the size of your organization, a disgruntled customer base makes for a struggling company, after all.
So, how do you keep customers happy, especially as you scale?
One of the best ways to boost customer satisfaction is by having a strong customer support team that handles buyer concerns with poise.
Here are four ways AI like Forethought’s Agatha can help your support team be better than ever before.
1. Leverage the Treasure Stored in Your Data
Companies have 3x the amount of data they had five years ago, according to Zendesk’s CX Trends 2020 report. If you aren’t leveraging the power that it can bring to your support team, now’s the time.
Your AI should have access to all the data in your company, from your CRM to your ticket history to your knowledge management tools. AI like Agatha Assist can use that data to identify trends and surface relevant content for current customer concerns. Ultimately, it means your team can spend less time researching and more time delighting customers with helpful answers and a great experience.
2. Give Your Customers Answers Fast
Speed is crucial when dealing with customers. Whether you think of it in terms of Service Level Agreements (SLAs) or Time to Close a ticket, customers want info fast.
You can also leverage different types of AI for different types of customer needs. For example, deflection or the use of a fully automated experience might be perfect for a simple ticket. Simple or Tier 1 tickets are common, straight-forward questions that most customers can get answers to by themselves through self-service. Suppose it’s a “who, what, when, where, how” type of question. You can look into automating these types of issues with Solve deflection through your email channel or your website.
More complex tickets need more attention from humans, but it doesn’t have to be a grind to get those routed correctly, saving hours (sometimes days) of time. AI can automate the Triage process.
3. Rest Easy with Better Backend Analytics
You need to make business decisions based on how well things work. But if you’re dealing with insufficient data, it’s nearly impossible to know how to adapt or evolve your workflows moving forward. With AI that is accurate, honest, and comprehensively reading everything, you can rest easy knowing that you’re making the right decisions for your business.
Whether you’re trying to decide which new articles to add in your knowledge base, which departments need more resources, or which deflections are working most powerfully, Agatha will ensure that you don’t miss something important because she is incredibly thorough. And using Agatha’s Analytics dashboard, you can get true visibility on what is working.
4. Adapt with Agile AI
Even if you have the best bot in the world, if it can’t agilely adapt to new workflows and business needs after implementation, it’s not going to stand the test of time. Cumbersome AI can’t scale with you.
Using Agatha, you overcome current bottlenecks and workflow needs today. And you begin to leverage the power and insight of AI as you scale and change. Agatha does this well because she is built using your knowledge. As your business needs change, the data Agatha learns and grows and changes too. And guess what? There are no series of intents or rules to set up to reorient her models -- she just learns based on your ticket history!
For companies looking to scale quickly, it’s imperative to find AI that can also scale with you.
5. Improve Customer Engagement
Adding AI to your enterprise workflow will undoubtedly help make your team’s lives easier. However, on top of that, it will allow your team to increase its focus on your customers.
They’ll no longer need to spend their time on simple tickets, endless searching, and tediously routing items. Instead, they’ll be able to put more of their time and effort into doing what they love: giving customers the best support experience possible.
If you’re ready to experience the transformational value AIs can bring to your customer service, we encourage you to book a demo.