Artificial intelligence and automation are supporting trends in new ways of working across industries. While process automation is not new, the emergence of these technologies is allowing businesses to rethink how they organize, prioritize and execute workflows. The result: a self-sustaining business capable of achieving better results without having to increase expenses. Thus, the transition to an autonomous model will offer agility potential to drive long-term growth.
To understand the impact of the autonomous business, it is interesting to look at customer service, which is characterized by a balance between simple, repetitive manual tasks and complex, difficult tasks. By making customer service autonomous, it will be possible to let the machine manage simple actions and processes from end to end, while untangling difficult processes and suggesting relevant actions to the customer advisor. This will offer them the opportunity to focus on high value-added tasks in order to offer a more efficient and empathetic service.
Customer experience, a major asset of experience
Obviously, without customers, there is no customer service. And, too often, customers who contact the customer relations center face excessively long wait times or are forced to make multiple interactions for their most complex requests.
The autonomous service puts the customer at the heart of the priorities. Thus, by using the “direct treatment along the river” approach (or “straight through processing”), it is possible to resolve many requests live, regardless of the channel (agent-assisted or self-service), notably thanks to AI and automation technologies.
As the company reaches a level of autonomous maturity, it will be able to develop even more advanced capabilities. For example, by offering a proactive service which consists of contacting the customer as soon as a risky situation is anticipated, in order to resolve a potential problem before it becomes more serious. In other words, the company anticipates the customer’s needs and acts proactively to avoid any future inconveniences. And this, for less effort and cost than with reactive service… and higher customer satisfaction.
Employee experience, a new priority for organizations
When resolving basic requests doesn’t require an advisor, the contact center employee experience improves dramatically. Indeed, without having to worry about manual and time-consuming tasks, they have the opportunity to concentrate on complex requests that require human intervention, for example in the context of sensitive conversations.
Autonomous customer service can therefore greatly help agents perform better, by streamlining and automating processes before, during and after interactions.
Automation is an essential technology for customer relations, since it makes it possible, for example, to automatically complete entries in forms, or to formulate a summary of each conversation at the end of the interaction, retracing all of the exchanges. and actions carried out during it.
The back office, an issue not to be neglected
Organizations specializing in customer relationship management will also benefit from autonomous capabilities to optimize back-office processes and activities.
Artificial intelligence plays a vital role in improving operational efficiency by identifying complex processes, bottlenecks, redundant tasks, and providing solutions to simplify them.
In addition, autonomous companies will be better prepared to detect and manage risks related to compliance, governance or social and environmental responsibility.
Autonomy provides a business opportunity for organizations
For business leaders, integrating autonomous operating modes offers significant competitive advantages.
By automating the work of the customer relations center as much as possible, organizations can then provide better and faster service while reducing their expenses. Using a low-code platform to implement AI automation of decisions and activities ensures efficient processes, orchestrating work between existing systems and users. Additionally, predictive decision-making opens the door to revenue-generating opportunities and helps contact centers move from a reactive to a proactive model. In short, a self-directed approach can improve productivity, efficiency and revenue.
Customer service automation therefore offers revolutionary potential for businesses in all sectors. The autonomous approach transforms the contact center into a true strategic asset, by consolidating tools, simplifying processes and improving decision-making. In short, customer service automation propels businesses toward an era of sustainable growth and operational efficiency, while putting the customer at the heart of every interaction.