MAIA

Tag: Savings

  • Coexistence of conversational assistants and agents

    Coexistence of conversational assistants and agents

    AI is here to stay

    In recent times much has been said about the possibility that AI will replace jobs and that we are easily replaceable. The world of customer service and the contact center has been no exception, but… How much truth is there in this? Do we opt for Conversational Assistants or Agents?

    Can AI really replace an agent? To reach a conclusion it is necessary to address some basic concepts.

     

    Conversational Assistants or Agents? AI has arrived to become the great ally of agents and help them focus on much more complex and less repetitive tasks.
    Conversational Assistants or Agents? AI has arrived to become the great ally of agents and help them focus on much more complex and less repetitive tasks.

    What is an AI-based Conversational Assistant?

    An AI-based Conversational Assistant is primarily designed to interact with users through natural language conversations. They can answer questions, perform specific tasks and provide information by both text and voice. They can perform multiple tasks, from providing basic information to performing more complex actions, such as making reservations, providing recommendations or even performing transactions.

    What is an Agent?

    Agents are people who act on behalf of an organization in order to help other people in management and functions with different degrees of complexity. They are able to empathize, negotiate and understand more complex and unexpected human situations.

    Conversational Assistants or Agents?

    It’s a good question, do we opt for Conversational Assistants or Agents, which of the two strategies would be more successful?

    To include only human agents or to include only AI in the contact center?

    Only use agents

    For years we have used only agents in Contact Centers and it has seemed to us the most logical and correct thing to do, but with the introduction of new technologies we have noticed that there are certain improvements that we cannot overlook.

    For example, using only agents entails high operating costs, it is not very scalable if there are large volumes of calls, the response time may be higher, among others.

    Use only AI

    n this case we are faced with a real impossibility of using intrinsic human skills such as, for example, negotiation skills, management of unexpected situations, lack of empathy and context.

    With Conversational Assistants we achieve greater scalability by allowing, among other things:

    • Automation of repetitive tasks
    • Fast and consistent responses
    • 24/7 support
    • Efficiency and scalability by handling large volumes of queries simultaneously

    In addition, Conversational Assistants are able to personalize the answers they give to customers thanks to integrations with other systems such as CRMs.

    The ideal scenario

    Both options have pros and cons. However, the ideal scenario is the integration and synergy of both resources.

    Agents should handle complex and less repetitive situations, without losing focus and customer orientation. While AI can handle repetitive tasks and provide information quickly and efficiently.

    The key is to find a balance that leverages the best of both worlds to deliver a comprehensive and satisfying customer experience. This combination of the two will exponentially improve productivity rates and customer experience.

    In conclusion, increased productivity, cost savings and improved customer experience is only possible with the effective combination of physical agents and AI, as it is the ideal formula to maximize the strengths of each and deliver the best of both worlds to the customer.

    Are you ready to take the leap? Here’s how MAIA Cognitive can help you

     

  • Artificial Intelligence arrives to revolutionize customer service efficiency

    Artificial Intelligence arrives to revolutionize customer service efficiency

    Consumer behavior has changed. They come for the product or service, but stay for the customer experience. Consumers want immediacy and quality, but it is often difficult to obtain these two characteristics due to the tight budget for these services.

    The costs of everything have increased and so have labor costs. At that point, you have to think, where can I optimize costs without having to decrease the quality of my service? It is a difficult task, because what differentiates one company from another is not only the price, but also the customer service it provides to its clients. For that reason, companies have to start thinking about differentiation, and yes, technology is the key.

    For the past few years, AI has been all the rage, but not everything that exists is AI. Simple business rules, simple statistics… they call it “Artificial Intelligence”. But Artificial Intelligence (AI) is not that, but the combination of algorithms created with the aim of solving processes that a human being could perform, but perhaps spending more time. For this reason, Artificial Intelligence has become a necessary tool to transform customer service and customer experience. AI can maximize resources, i.e. people, and increase profitability through the efficiencies it generates.

    Savings from Artificial Intelligence application

    AI can be applied in various areas of customer service, from task management to providing customers with products or services that meet their needs. These types of tasks performed by AI allow us to streamline processes and offer more efficient solutions.

    Here are some examples of how AI is generating savings in this field:

    1. Automation of repetitive tasks: One of the biggest savings comes from automating routine tasks. This not only improves customer satisfaction by providing immediate responses, but also frees up customer service agents for more complex tasks. For example, why talk to a person to block your lost card when you can do it yourself by talking to a conversational assistant? MAIA, for example, is able to perform this kind of tasks and many more.
    2. Data analytics: AI can analyze large volumes of data from customer interactions to identify patterns and trends. In this way, companies can understand their customers’ needs and preferences, enabling them to make informed decisions on product, service and process improvements. AI can offer the electricity tariff that best suits the consumption of individuals.
    3. Personalization: AI can personalize the customer experience by providing targeted recommendations based on purchase history and past behavior. This not only increases customer satisfaction, but also drives sales and retention. If you are always traveling abroad in summer, why not offer the best roaming rate?
    4. Reduction of human error: Humans are prone to make mistakes, especially in repetitive tasks due to mental fatigue. AI can help reduce these errors, reducing costs associated with returns, refunds and customer complaints. Human beings get married and sometimes make mistakes, a conversational assistant is always fresh and always does what you have taught him without making a mistake.
    5. Scalability: AI allows companies to scale their customer service operations more efficiently, without the need to hire large numbers of staff. This saves labor costs and ensures consistent customer service at times of high volume. Life is full of unforeseen events… so you can have 2 virtual assistants or 100 when you need them.

    Higher levels of efficiency and satisfaction

    AI is playing a crucial role in transforming the customer experience, generating huge savings for all those companies that implement it.

    Certainly those companies that adopt AI solutions in their customer service strategy are better positioned to deliver exceptional experiences with high levels of efficiency and satisfaction, reducing costs and staying competitive in a constantly evolving market.

    The present and future of customer service is undoubtedly driven by AI.

    Do you want to improve your customers’ experience? Find out how MAIA can help you.