Leverage AI to optimize customer support outcomes – TechCrunch

The interaction between tech and human perception is a virtuous cycle

As workplaces worldwide shift to distant work, our interactions with prospects and colleagues have developed in tandem. Professionals who as soon as relied on face-to-face communication and agency handshakes should now shut offers in a world the place each are uncommon. Coworkers we as soon as sat beside each day are actually solely accessible over Slack and Zoom, altering the character of inner communication as nicely.

While this new actuality presents a problem, the development of key applied sciences permits us to not simply adapt, however thrive. We are actually on the precipice of the largest revolution in office communication because the invention of the phone.

It’s not sufficient to easily settle for the brand new establishment, significantly as the general financial local weather stays tenuous. Artificial intelligence has a lot to supply in enhancing the best way we communicate to 1 one other within the social distance period, and has already seen huge adoption in sure areas. Much of this algorithmic work has gone on behind the scenes of our most-used apps, similar to Google Meet’s noise-canceling expertise, which makes use of an AI to mute sure extraneous sounds on video calls. Other advances work in real-time proper earlier than our eyes — like Zoom’s myriad digital backgrounds, or the automated transcription and translation expertise constructed into most video conferencing apps.

This type of expertise has helped workers understand that, regardless of the unprecedented shift to distant work, digital conversations don’t simply attempt to recreate the in-person expertise — quite, they will enhance upon the best way we talk totally.

It’s estimated that 65% of the workforce can be working remotely throughout the subsequent 5 years. With a extra hands-on method to AI — that’s, utilizing the expertise to really increase on a regular basis communications — staff can acquire perception into ideas, workflows and concepts that might in any other case go unnoticed.

Your customer support expertise

Roughly 55% of the information corporations acquire falls into the class of “dark data”: data that goes fully unused, stored on an inner server till it’s ultimately wiped. Any firm with a customer support division is invariably rising their inventory of darkish information with each chat log, e mail change and recorded name.

When a buyer telephones in with a question or criticism, they’re advised early on that their name “may be recorded for quality assurance purposes.” Given how low cost information storage has change into, there’s no “maybe” about it. The query is what to do with this information.


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