Ever waded through the FAQ’s on a website to avoid wasting time on the phone or waiting days for a response? If every site had a conversational AI solution that answered instantly and offered automated customer self-service options, life would be so much easier and more convenient. In a world where ‘instant gratification’ is expected, virtual agents are the most dynamic and efficient way to provide the information your customers need quickly.
Multi-Channel Customer Support?
Our self-service customer support solution can be used on any of your customers favourite communication channels including WhatsApp, Messenger, Voice, SMS etc.
How to reduce costs with customer self-service support
By adding conversational AI to your customer service offering, you will significantly reduce customer service costs, while increasing customer satisfaction with a conversational AI solution that can service your customers through a dynamic knowledge base. NLP (Natural Language Processing) and NLU (Natural Language Understanding) technology is used to understand user-intent, with no human intervention required – the solution is available 24/7 with multi-language capability.
NLP enables computers to understand natural language as humans do. Whether the language is spoken or written, natural language processing uses artificial intelligence to take real-world input, process it, and make sense of it in a way a computer can understand. NLU uses the power of machine learning to convert speech to text and analyze its intent during any interaction.
At FCB.ai, we work closely with global partners such as Raza to implement this technology in order to deliver a seamless user experience with consistent monitoring and support from our team of experts.
Conversational AI solutions can add a new dimension to your up-sell, cross-sell, and lead generation efforts. Customers can interact with a true virtual agent, capable of having real conversations and completing full end-to-end transactions.
An example of this would be how we assisted a top cellular provider to grow their revenue via the FAQ section of the solution we created for them. The solution would pick up the users interest in a specific product or service and redirect them down a different path, in this case to register for an account, cash in, or purchase a data or airtime bundle.
Customer experience – keeping the human touch
Allow our customer self-service software solution to handle high-volume queries while freeing up your agents’ to handle more complex queries, allowing a seamless transfer to a call center if necessary. A chatbot or conversational AI solution will not answer 100% of customer queries, so it is important that the ability to redirect to a call center or human agent is always a possibility for more complex queries.
Benefits of adding a dynamic FAQ solution to your customer self-service offering
For your customers:
- Personalised service
- Faster response time
- 24/7 support
- Increases user satisfaction and experience
- Autonomous problem-solving
For your business:
- Increases the productivity of your customer service agents
- Offers a more efficient and interactive service
- Improves the AI and natural language processing of your solution
- Reduces contact center costs
In conclusion, research indicates that the chatbot market will grow 23.7% by 2030.
Let FCB.ai assist your business grow and improve your customer satisfaction. If you have any questions about our solutions, or conversational AI in general let’s chat – we’re happy to help you increase customer satisfaction while reducing costs using the latest AI technology.