The time has come and Artificial Intelligence (AI) is here: helping and even replacing support systems all over the world. Obviously, it’s too early to say about the full capturing of everything support agents do (as there definitely were some failed projects) but significant progress has been made in that field.
AI and support systems: how come?
Artificial Intelligence means and does a lot of things but as for customer support systems, it comes to one and only: machine learning. Machine learning means that a constructed network can learn structured information it has access to, analyze it, draw conclusions, transform it, and layout it as it was told to. The most important point is that no one programs a network to learn something somehow - network learns information by itself, grows, and decides what to do with information based on the terms and conditions it was provided with at the very start.
Big amount of data available for learning is the essential condition for AI to be successful. And support systems have a lot of data: customers' questions, agents' answers, and some other conversations. With the help of natural language processing AI can accurately understand human language and learn how to speak it. Why? So it can understand it, find solutions, and answer customers' questions: in chats, emails, and even calls.
The strongest, deep-detailed, and most used AI-driven tool for customer support systems at this moment is an automated chat (or chatbot). Automated chat will allow customers to ask their questions and receive responses from an automated bot that will handle all future conversations.
There are different types of bots and their approaches, let’s take a look at them:
I’ll do all the work
Fully-responsible for handling chats, cases and requests bots that are going to replace all agents and related teams. These bots are still not powerful, developed, or trained enough but there is a big potential that will allow companies to save money and achieve faster and competent responses.
I have your back, Mr.Robot
These bots will allow support agents to focus on bigger and more complex questions and cases while they will be handling simple and ordinary ones. There are some difficulties with that type as sometimes it would be hard to separate ‘difficult cases’ from ‘easy ones’ or even define them.
Let me help you
This approach might be not executive but a helping one. Instead of leaving it all for the bots, we might look at them and learn from them: how do they analyze information, how do they make decisions and how do they answer questions and resolve cases. It’s like a filter for difficult cases: you let bots to analyze it first and then act by yourself based on their decisions and actions. It is a pretty expensive way to implement bots into your system that way as sometimes they might be not that helpful as you may think.
There are still a couple of things that bots can do in your support system: categorizing or tagging conversations, work on the DIY section, or scheduled necessary meetings.
Are we in danger?
Well, not now. The technology is here but it isn’t as great as you might have thought. There is still a lot of work to be done but surely AI is the most promising and bright tool for the future of customer support systems. In a few years, AI may wholly replace support agents, and don’t worry: that is for better - it may allow you to promote your agents for bigger roles and improve their professional skills.
There is still a lot to discover and everything might change, for good or bad, but you should be looking at AI today. The future is still yours, we promise.