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Customer and employee experience mistakes to avoid and how AI can help


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Business leaders are constantly evaluating how technology can best meet the needs of their customers and employees.

As AI technology advances, companies recognize the massive potential to improve the experiences of customers and employees and positively impact their results. That’s why more than helped by the leaders they are investing accordingly, with plans to increase AI budgets in the customer experience by at least 25% next year.

When used in the right places, AI significantly increases efficiency and satisfaction in a company. For example, AI can automate many parts of a customer and employee journeyenabling faster response time without sacrificing personalized, human-centric experiences.

However, an important foresight for companies is to determine where, exactly, to implement AI so that the technology can meet internal and external needs without creating additional work for employees or creating unnecessary frustration for customers who really need to talk to a customer. human being.

As fast-growing businesses face pressure to minimize costs and create value, those that figure out where to best connect AI as a solution are best poised for success. Here are some pitfalls to avoid.

Thinking that employees will automatically stay in a falling market

Many companies today operate with small teams and cannot afford to lose top talent. Forward-thinking leaders have quickly adapted to harness AI in a way that eliminates core, repetitive work and allows employees to focus on more intellectually engaging work. By making this intentional change, companies can increase employee satisfaction and improve production.

To begin eliminating these mundane and tedious projects, companies need to assess where AI and automation can increase efficiency and streamline workflows.

One place to start: Empowering employee experience managers with click-to-configure tools that quickly and easily create experiences with built-in automation without writing a single line of code. This automation can address basic requests like “how do I reset my password?” and free up time for more creative and strategic work.

Another application is in human resources departments. These departments often use AI to screen job postings for potential hiring bias, as well as analyze labor market data when calculating competitive pay rates. Not only does this speed up the hiring timeline, it allows HR teams to be more involved in other parts of the process that shouldn’t be overlooked. AI enables more employees to have more time to deliver the best human-centric experiences, like having quality conversations with internal hiring managers and spending more time with external candidates.

Maintain an old school 9 to 5 mentality

Companies can no longer provide “good enough” customer service, leaving people waiting for answers for hours or even days. That’s no longer enough, as customers expect easy, accessible, and personalized support from every brand they interact with. In fact, 61% of customers they are willing to take their business elsewhere after just one bad experience; 76% after two.

Businesses can leverage AI as the “always on” tool in the customer journey to keep pace with the rising expectations of modern communication channels, 24/7 response expectations, desire for self-service, and bespoke personalization .

There is an opportunity for businesses to embrace messaging, amplify interactions with AI, and extend AI to help with most service needs. AI can also reduce resolution time, such as routing query processing based on skill level, agent availability, and request priority. Customers are then connected to the most qualified agents to resolve their issue. This is particularly important as enterprise-sized companies need to have scalable and agile processes to handle massive volumes of conversations.

With 65% of customers Hoping AI will save them time, companies are tailoring their customer experience so that most interactions start with (and potentially are resolved by) a bot. For example, gaming platform. Roblox uses AI to respond to requests related to your specific in-game currency in a variety of languages. By automatically solving simple and repetitive questions, bots increase agent productivity and allow them to focus on solving more complex tickets.

However, it is important not to rely solely on AI.

While problems like password reset can be solved with AI, there are still many problems that require a human. The biggest mistake a business can make is not properly training their bots to escalate issues quickly, efficiently, and with the context necessary for a human to step in with a solution.

Hold on to legacy technology systems

While some businesses can easily adapt and go digital-first, traditional businesses are often stuck using rigid, existing legacy systems that took many years and a huge budget to build. These fragmented and inflexible system structures can prevent companies from enhancing the core of the customer journey with new technology stacks and tools.

AI is an opportunity for companies to disrupt that status quo, as it can help rejuvenate rigid infrastructure, provide more scalability and enable teams to handle more complex use cases, improve customer and employee experience.

The biggest challenge of upgrading is applying technology across fractured channels and rigid systems that can’t change and pivot as quickly as business growth requires. While the iteration of technology stacks will not be completed in a single day, companies can start to make incremental changes. They can replace a portion of the old legacy stacks with an easy-to-deploy solution that uses AI to pull data from other parts of the business.

For example, a business could leverage AI to revamp its knowledge framework to not only address common problems, but also alert employees when there are gaps in its content base.

trustpilot, for example, has done just that to grow, build, manage, and leverage knowledge to deflect tickets and improve agent capacity. The company implemented a knowledge base program to organically guide customers to solutions and proactively provide content when a problem is detected. This investment in self-service led to a 62% year over year growth in self-service customers, a 98% self-service success rate, and a 1,272% annual ROI on the platform.

Customer and employee experience: a positive perspective of AI

While customer and employee expectations have changed, business leaders remain focused on driving bottom-line growth.

With AI, businesses can deliver engaging experiences that retain employees and build strong customer relationships during a time of fleeting loyalty. AI has enormous potential to meet customer needs without sacrificing the personal, human touch.

By pushing boundaries, thinking in new ways, and letting go of legacy systems, companies can embrace AI, even in small ways, to make a big impact.

Jon Aniano is Senior Vice President of Product at Zendesk.

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