Customer support automation (also known as automated customer service) is a purpose-built procedure that tries to reduce or eliminate the need for human intervention while giving advice or assistance to customers Customer service, in its most basic form, entails recognizing a customer's needs and assisting them in meeting them. The equation is complicated by varying levels of external expectations (from consumers) that are matched or mismatched to internal support skills (from you). But it's the combination of the two that makes good customer service... good.
Finally, success is achieved through a collaborative approach that involves both the person providing and the person receiving assistance.
Customer care that is given by automated technology, such as AI-powered chatbots, rather than humans is known as automated customer service. When clients require answers to recurrent, simple questions, status updates, or assistance finding a specific resource, automated customer service is the best option.
Chatbots are one of Intercom's most popular automated assistance alternatives. Machine learning is used by our bots to provide clients with access to existing resources such as knowledge base articles and FAQs. They can also direct client contacts to the team best suited to address their queries, and they can even respond to simple customer questions such as "How do I add more users?"
Live chat has become the de facto standard for firms looking to provide top-tier conversational help during the previous decade. Chat is more personal than traditional knowledge bases and far less annoying than screaming into an automated phone system.
But I understand that for busy consumers or time-crunched support workers, live chat isn't always the best solution. Some clients may be multitasking, on the run, or in the middle of their workday. Automated assistance options, such as chatbots, become equally as crucial as real-time support for clients who don't have time to have an in-depth conversation with a support professional. The benefits are also significant for your support staff. When the majority of routine enquiries and tasks are handled automatically, your support staff may focus on more complicated issues that require their knowledge and empathic touch.
These are the advantages of automated help that we've found to be really useful at Intercom.
Customers can ask a question of your chatbot and read the response in between meetings, or they can get a link to a useful article and read it when they have free time. There is no obligation to act right away.
We don't believe that automated support entails sending clients down a never-ending rabbit hole of scripted responses. Some consumers enjoy getting their hands dirty and diving into help center articles, while others are only interested in a fast glance. It's crucial to cater to both types. Your clients can still contact a support representative if they require additional assistance. You can actually meet your consumers everywhere and at any moment they need you if you have both live chat and automation in your arsenal.
Both your consumers and your company benefit from automation. It enables you to hire a smaller support staff, lower labor costs, and save money.
Customer inquiries that can't be handled by a chatbot are automatically forwarded to the appropriate person and team, ensuring that there's no uncertainty about who's in charge of what or which questions have already been answered.
When done correctly, automated customer service helps organizations to serve more clients at a faster rate without having to hire more people. This, in turn, can free up your support crew to handle more difficult queries that demand a human touch, such as emotionally charged complaints, VIP inquiries, and tricky technical challenges. Speed, cost, and time savings can be game-changers for your company... but only if you execute those solutions carefully.
AlphaChat is a no-code end-to-end AI platform in customer support allowing companies to build Natural Language Understanding Intelligent Virtual Assistants. The platform also offers advanced features for enterprise customers such as authentication, SSO, APIs, agent co-pilot mode and intelligent routing.
What’s special about this tool: Standard Package offers everything from building your own AI. insights into customer conversations (topics discussed, customer satisfaction) and statistics on AI value performance. Enables to train the NLU chatbot in one language and have it automatically chat in any language. SLAs and AlphaOS with DIY custom code writing available for enterprise accounts.
Pricing: 10-day free trial. Paid plans from €399/month.
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Activechat is a platform for building smart customer service AI chatbots that is bundled with a live chat tool and a conversational intelligence module.
What’s special about this tool: Activechat gives a tool for training the chatbots and connecting them to built-in live chat.
Pricing: Prices from $33/agent/month with extra agents $299/year.
Netomi is a customer service automation platform with Natural Language Understanding
What’s special about this tool: Netomi has built automation solutions for chat and email through its intent detection and ticket clustering capabilities.
Pricing: Pricing available on request.
Clinc is aimed for financial institutions that are seeking to deploy customer service AI solutions.
What’s special about this tool: Clinc offer organizations a way to automate their support and provide enhanced customer service ai experience.
Pricing: Pricing available on request.
MobileMonkey is a chatbot platform for marketing, sales and customer support for Facebook, SMS and websites.
What’s special about this tool: MobileMonkey integrates with various channels and has extensive features.
Pricing: Free plan available, paid plans from $21/month.
If you are looking for AI customer support platforms, then feel free to sign-up for an account with alphachat.ai In just 5 minutes you can get your own natural language understanding AI chatbot that you can connect with your website.