What are some common pain points for your customer experience team?
Mandatory, manual tasks?
No access to brand info and updates?
Unhelpful automation?
If you’re able to identify these pain points, then you might be able to solve them with truly intuitive AI. First, let’s examine your current CX process and ask agents for their insight into when roadblocks crop up. This will give you an idea of the benefits AI can bring to your team.
How AI and CX work together
Your contact center can immediately benefit from AI that centers them as people and works alongside them. See how the right software can improve routine processes to maximize agent value.
Creating more efficient processes
A system that can reference an entire customer’s history makes legacy ticketed systems obsolete. Now, agents can reference information from previous conversations, regardless of channel, while AI helps pull key fulfillment or sales data to improve conversation quality and TTR.
Personalizing automated service at scale
AI solutions enhance basic, automated support options, infusing chat and IVR with true intelligence. Gladly delivers more personal service, provides more proactive responses, and anticipates when to involve a human to improve interactions — all while letting agents handle more high-priority tasks.
Emboldening agent expertise
Agents no longer need to memorize catalogs, brand guides, and manuals. AI draws on a centralized knowledge base to provide agents or chatbots with suggestions pulled from your brand information. Agents get upgraded to support heroes with this technology, equipped with brand expertise to give each customer the information and help they need.
Expanding agent capabilities
AI expedites an agent’s ability to handle everyday tasks while intelligent chat takes the more routine customer demands off their plates. With this one technological solution, brands can scale and handle rush seasons without needing to do a ton of temporary hiring.
A checklist for building an AI roadmap
With a clear idea of the fixable issues plaguing your support center, now’s the time to take action. Use this checklist to assess your CX infrastructure and operations to determine how close you are to AI readiness, as well as the steps needed to complete the transition.
CX team pain points
Check off the following pain points that your support center experiences:
- My current system is ticket-based and forces my agents to restart each customer conversation without historical context.
- My current system siloes information and requires agents to manually search and extract brand, product, or customer information mid-conversation.
- My current system uses automation but not AI, reducing some manual redundancies, but not proactively improving my customer outcomes or KPIs.
- My current system can’t scale up and down with seasonal demands, requiring costly hiring and an extra burden on my permanent staff.
AI readiness
Check off the following readiness indicators within your organization:
- My organization has identified key pain points that AI solutions can solve.
- My organization has planned for the necessary resources — including training, onboarding hours, and costs — to execute an implementation plan.
- My organization has achieved full team buy-in from the CX department, which is ready and eager to incorporate AI solutions into its daily operations.
- My organization has prepped my IT team for implementing a significant change to the infrastructure and is ready to work with a technical solution partner.
AI implementation
Check off the following milestones:
- My AI implementation process is in the exploratory phase, where I’m considering the use cases of the technology within my support center.
- My AI implementation is in the product consideration phase, where I’m comparing various potential partner solutions to execute my needs.
- My AI implementation is in the final purchasing phase, where I’m finalizing total organizational buy-in from the necessary executive stakeholders.
- My AI implementation is in the onboarding phase, where my solution partner is working closely with my IT team to ensure a seamless transition.
- My AI implementation is getting regular upkeep and improvements thanks to supplemental training for my team, the addition of new tools, and the infusion of AI into each of my new communication channels.
Now that you’ve made a plan on how to introduce AI into your CX strategy and you’ve identified what stage you’re at in the process, it’s time to pick a solution that matches your needs. Gladly is the customer service AI platform that makes customer support a competitive advantage. Unlike legacy service platforms that treat customers like tickets, only Gladly treats customers like people. Learn what we mean by downloading our guide below.
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