organization deploys certain strategies to stand out in the market and to
gain a reasonable market share. However,
effective customer support can be a real game-changer. To support this
statement, let us look at some of the facts released recently by
Salesforce.com. It found that 86% of customer service leaders from over 300
manufacturing companies have said that the customer service they offered was a
report claims that seven out of ten consumers, along with 82% of business
buyers, made it clear that it has become easier for them to find options for
their purchase if they are dissatisfied with customer service. 78% of business
buyers even prefer to switch to another brand if their experience with a
particular brand was inconsistent.
It has been
established so far that customer service is an integral part of a business and that
they can’t afford to turn a blind eye to it. Thus, many businesses are coming forward
by investing in advanced intelligent automation systems. What are they? They are the systems that are the blend of AI, sensors,
cognitive capabilities and robotic processes to transform customer support.
what ways intelligent automation is transforming customer support
the different ways in which intelligent automation is transforming customer
- Prevention of product breakdowns
automation provides an option called predictive maintenance that allows
companies to monitor the processes and check if there are any potential failure
chances. If yes, then with the help of a predictive maintenance application, it
can be solved before it takes place. Today, applications of predictive
maintenance supported by Internet of Things (IoT) technologies are widely
Otis, an Elevator service provider, has been deploying an IoT-enabled service
named Otis ONE for monitoring potential mishaps associated with elevators and
2. Solving customer problems remotely
maintenance also provides the resolution of product issues remotely. Software
vendors vastly use this application. However, other industries are coming
onboard to exploit this particular application.
Medivators, a Minneapolis-based medical device, has implemented new software in
association with PTC to provide remote diagnostics and service. Likewise, Tesla
provided new features like automatic lane changing and windshield wipers to
resolve complex key-less entry systems.
3. Improving the capabilities of contact center
and field repair
advisers can replace human contact center agents and field repair personnel to
provide the best solutions and fix customer’s problems.
Gartner, some companies have minimized the expense of responding to customer
queries by as much as 70% and impart customer satisfaction by offering virtual
food processing manufacturer and packaging company Tetra Pak gives work
instructions through mobile applications and augmented reality.
4. Facilitating customers to resolve
help customers resolve their problems by using AI, remote diagnosis, and other
HP uses automated technologies to allow customers to fix their HP computers and
printer systems. It also offers a virtual intelligent agent that assists customers
in diagnosing and solving their problems. If the virtual agent cannot resolve
the problem, then customers are directed to a customer support agent.
5. Minimizing repetitive product issues:
automation with more recent Internet of Things (IoT) applications and
artificial intelligence (AI) can minimize repetitive product issues and resolve
product design flaws.
6. Enabling effective usage of products
automation does not just resolve the problems but also provides greater value
from those products. Sensors with monitoring system can monitor how customers
are using products and provide automated advice if the improvement is
intelligent automation for transformation in the customer service
- Decide which kind of service improvement/up-gradation has the
scope of adding value to the existing CRM system before actually investing in
- Deploy simulation, testing and filtering approaches to the new
customer service option to get clarity on which processes to be automated.
- Choose the relevant and appropriate intelligent automation techniques.
- Make intelligent and cost-effective investments by measuring the
costs of initial and ongoing automation processes against customer revenue and
- Analyze what’s working and what isn’t working by investing in
one pilot project at the beginning.
- Exploit IT systems that support the experimental design and
- Research about customer’s response to automation techniques. For
example, see if voice-activated assistance yields the desired response from
customers or does it have any shortfall.